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Upstream Works to Present Conference Session at INTERNET TELEPHONY Conference & EXPO West 2008
TMCnet News
President, Rob McDougall to Discuss First Contact Resolution at IP Communications Industry’s Leading Event at Los Angeles Convention Center this September
Vaughan, June 6th, 2008 — Upstream Works ( News - Alert) today announced that Rob McDougall has accepted an invitation to present a session titled, The Importance of First Call Resolution at TMC’s ( News - Alert) INTERNET TELEPHONY Conference & EXPO West 2008 on Sept. 18, 2008 at the Los Angeles Convention Center in Los Angeles, California.
INTERNET TELEPHONY Conference & EXPO, held September 16-18, 2008, is the world’s largest and best-attended IP Communications trade show. At the 2007 West Coast event last September, the show drew over 7,000 buyers and sellers of IP Communications products and services. The show in September will be the 18th INTERNET TELEPHONY Conference & EXPO, and TMC projects total attendance to once again exceed 7,000.
Rob McDougall, President of Upstream Works states, “Getting the message out to call centers about the positive impact of First Contact Resolution on the customer experience is really important. But it’s still a mysterious concept to many, so I’m excited to be speaking about it at this year’s conference to provide some tips on measuring and improving repeat call rates.”
“We are very pleased that Rob McDougall will be participating in this year’s show. Upstream Works is widely recognized and respected as an industry leader, and I am confident that our attendees will appreciate and value the opportunity to hear his perspective on FCR,” said TMC president and conference chairman, Rich Tehrani ( News - Alert). “Over the past twelve months, widespread deployment of IP Communications services by global service providers, businesses and governments has reinforced that this exciting technology is a viable, cost-effective communications solution. As a result, we are seeing a significant number of senior-level executives attending INTERNET TELEPHONY Conference & EXPO as a means of learning about the technology so they too can take advantage of its benefits.”
Registration for the show is now open. Anyone interested may register by visiting www.itexpo.com . Limited booth space is still available as well. Vendors interested in exhibiting at the show should contact Dave Rodriguez ( News - Alert) at 1-203-852-6800, ext. 146 or at drodriguez@tmcnet.com.
About Upstream Works
Upstream Works delivers call center solutions for businesses that view their customer service as a strategic competitive advantage and want to improve both agent capabilities and their customer satisfaction ratings.
We improve the connectivity among all facets of a business, providing immediate access to key customer data and empowering agents to resolve customer issues effectively. The result is an increase in First Call Resolution rates that reduces customer churn, improves employee morale, and lightens the overall call volume, which makes the business more productive and increases customer satisfaction ratings. www.upstreamworks.com
About TMC
TMC Contact:
Mostafa Razzak
JMR Worldwide
Upstream Works Contact:
Sophia Ahmed
Marketing & Communications
646-442-3361
905-660-0969 x.362
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Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 16-18, 2008. Los Angeles, California.
