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January 13, 2011

Webinar Addresses Business Process Automation for Contact Centers in 2011

By David Sims, TMCnet Contributing Editor

A webinar entitled “2011: What Every Contact Center Should Know, and How to Plan for It” will be presented on Thursday, Jan. 17, at 11:30 a.m. ET.

Contact center technology, as well as the dynamics of delivering quality service, “is changing at a rapid pace,” event organizers say, adding that “the accelerated adoption of cloud-based tools, the incorporation of social media into the multi-channel mix, the need to capture the voice of the customer, new methods of measuring agent effectiveness…what will change in 2011 and how can you be ready?”

During the live Web event, Forrester (News - Alert) Research principal analyst, Art Schoeller, and Interactive Intelligence senior vice president, Joe Staples will discuss these topics. The purpose of the event, organizers say, is to “help you be ready to take the best advantage of the upcoming year and the contribution your contact center can make to the success of your business.”

Following the Web presentation, there will be a Q&A, where Schoeller and Staples (News - Alert) will be joined by industry veterans Blair Pleasant, president and principal analyst of COMMfusion and a co-founder of ucstrategies.com; Sheila McGee-Smith, founder of McGee-Smith Analytics; and Don Van Doren, founder and president of Vanguard Communications.

All attendees of the webinar, sponsored by Interactive Intelligence (News - Alert), will receive the company’s Contact Center Automation newsletter featuring the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report.

Staples serves as chief marketing officer for Interactive Intelligence. He oversees the global marketing efforts of the company’s award winning contact center and communication product lines.

As principal analyst at Forrester Research (News - Alert), Schoeller supports infrastructure and operations professionals who plan, build, and run unified communications and contact center workloads for enterprises.

Van Doren is president of Vanguard Communications Corp., an independent consulting company that helps clients plan, design, and implement effective customer interaction products. Most of Vanguard’s work is with enterprises that seek to improve their contact center and self-service technologies and processes.

McGee-Smith, the founder of McGee-Smith Analytics, is a communications industry analyst and strategic consultant. With a practice focused on the contact center and enterprise communications markets, McGee-Smith works on a daily basis with both solution providers and enterprises to help them develop strategies to meet the escalating demands of today's consumer and business customers.

Interactive Intelligence is a Platinum sponsor of ITEXPO East 2011. To be held Feb. 2-4 in Miami, ITEXPO (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #607. Don’t wait. Register now.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Tammy Wolf



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