How to Effectively Manage Multi-Channel Contact Center Solutions

In order to effectively manage quality calls throughout an enterprise, proper maintenance of a company’s phone system is essential. 

TMC has gathered speakers from IQ Services and Empirix (News - Alert) Contact Center Business Unit to conduct a how-to session on “Ensuring Quality in the Contact Center,” being held on Tuesday, Sept. 1 at 1:45 p.m. at ITEXPO West.



IQ Services’ (News - Alert) Vice President, Business Development, Mike Burke will be speaking during the session on topics including performance management reporting, call monitoring and multi-layer monitoring as a means for proactively managing a call center.

The session will also address multi-channel testing and monitoring of contact center and communication solutions and their role in improving performance and the customer experience.

In an interview with TMC CEO and ITEXPO (News - Alert) conference chair, Rich Tehrani, Burke said that whether it’s unified communications, IP telephony or cloud computing, customers are looking for ways to make sure the solution performs as expected and delivers the best possible customer experience.

“Proactive multi-channel testing and monitoring of contact center and communication solutions is essential to improving performance and customer experience,” said Burke.

IQ Services offers their clients remote performance validation services for contact center and communications solutions including investment protection planning, application feature testing, performance and load testing and availability and performance monitoring.

“We are very pleased that Mike Burke will be participating in this year’s show,” said Tehrani, “I am confident that our attendees will appreciate and value the opportunity to hear his perspective on multi-channel contact center solutions.”

Burke, whose focus is on sales to resellers of IQ Services’ testing and monitoring services, has over 35 years of telecommunication and networking segment experience. Since he joined IQ in 1999, Burke has grown the number of reseller relationships from just a handful to over 20 organizations.

Burke joins Empirix’s Joe Mumont, production manager contact center services, for this session.