Track: Call Center 2.0 - Track 1
(CC1)
How to Calculate Your Brand Ambassador’s Bottom-Line Value
(CC1-01)
| Thursday - 10/12/06, 1:00-1:45pm | You have been on hold for 20 minutes. When you first got on the phone, you keyed your account number into the phone’s touch pad. This was followed by a maze of IVR with menus, none of which sounded like the thing you needed. Frustrated and embarrassed, you hit 0 to get an agent. The recording says that you might want to call back due to the long wait time expected. This is the last day you can take care of this, so you decide to stick it out. You finally get an agent. And the customer experience just gets worse from here…
Call centers are often the first targets for cost cutting, and call center managers are the first to be told: “Do more with less.” The presenter will address the fact that many of the decisions about the call center need to be revisited and placed at the top of a CEO’s priority spending list. From Knowledge Management, CRM, Speech, Customer and Performance Analytics, to VoIP technology to developing a program for IP-enabled home agents, because the contact center not only has the pulse of the customer at its finger tips, but is the key to remaining competitive.
Presented by:
| Natalie Petouhoff
Senior Manager
Hitachi Consulting |
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Ethics, Technology and the Field of Direct Marketing
(CC1-02)
| Thursday - 10/12/06, 2:00-2:45pm | Session description to come.
Presented by:
| Steve Brubaker
Sr. VP - Corporate Affairs
Infocision |
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Designing the Next-Generation Distributed Call Center
(CC1-03)
| Thursday - 10/12/06, 3:00-3:45pm | Traditional call centers have been very expensive to operate because they run on proprietary, expensive phone equipment; require a large number of employees and lots of office space; and incur huge expenses from both inbound and outbound calls. The call center market is changing dramatically to provide huge cost savings thanks to new open source, IP telephony technologies and distributed call agent capabilities. Companies, large and small are now able to get functional call centers for a whole lot less than they could before.
This presentation will focus on how to design next generation, distributed call centers that enable enormous cost savings while providing call center capabilities companies need and maintaining quality control. Business metrics will be provided that explain how much companies can expect to spend and what their ROI and TCO will be on their new investment. Attendees will also get a top ten list of things to look for and avoid when moving to a next generation call center.
Presented by:
| Alan Mitchell
VP – Mobile Solutions
CosmoCom |
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Managing Virtual Teams: Obstacles & Opportunities
(CC1-04)
| Thursday - 10/12/06, 4:00-4:45pm | Providing service to customers using home agents or virtual agents is a transformational business opportunity for contact centers enabled by IP Communications. Imagine customer inquiries can be handled by trained call center agent in a remote location to provide a more flexible resource for meeting service levels. In hiring conscientious, qualified agents, location is no longer a factor.
However attractive this potential application maybe, it requires precise planning and design. From person to person and location to location, the service levels can vary drastically if the contact center does not implement the tools and best practices to support this type of architecture. This session will explore the opportunities of virtual teams, including obstacles to be aware of and suggestions of how to overcome some of these obstacles.
Presented by:
| Tim Kraskey
VP of Marketing and Business Development
Spanlink Communications | | Kay Jackson
President
Response Design |
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Today's Advanced Workforce Optimization Solutions
(CC1-05)
| Friday - 10/13/06, 8:45-9:15am | Managing the call center workforce and monitoring the quality offered by that workforce have always been challenges to customer-oriented organizations. The good news today is that with the help of IP, workforce management and advanced call recording can be consolidated to complement one another, and the addition of e-learning, skills-based routing and performance management means that call centers can now optimize their operations to an extended degree, leaving no part of the customer service process to chance. This session will educate attendees about what they can expect from workforce optimization, how today's solutions can complement existing systems and how to move ahead judiciously to take advantage of these cutting-edge call center offerings.
Presented by:
| Rebecca Wise
IEX | | Kim Kegg
Senior Product Manager
Aspect | | Tom Keating (Moderator)
VP of TMC/CTO/Executive Technology Editor
TMC | | David Fuller
Managing Director, Strategic Consulting
Interactive Intelligence |
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Trends in the Next-Generation Contact Center
(CC1-06)
| Friday - 10/13/06, 12:15-1:00pm | Attend this IP Contact Center Solutions Update and you will hear from top contact center vendors what is in, what’s out, and where things are headed for contact centers. The wide-ranging conversation will encompass topics such as ACD trends, Disaster Recovery approaches, best-of-breed versus bundled contact center solutions, performance optimization trends, and more. This is truly a can’t miss session!
Presented by:
| Joe Staples
Senior Vice President, Worldwide Marketing
Interactive Intelligence | | David Podolsky
Director of Engineering
Switchvox | | Shelli Feigenbaum
Marketing, Director Enterprise Multimedia Applications
NORTEL | | Mark Guinther
VP of Product Management
LiveVox | | Balaji Sundara
Director, Product Management
SoundBite Communications |
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Gaining the Competitive Edge Through Intelligent Communications
(CC1-07)
| Friday - 10/13/06, 1:15-2:00pm | In a Web-based world, customers are only a click away from the competition. Your challenge is to respond to your customers’ multi-media inquiries quickly and yet cost-effectively. By attending this session attendees will learn how to incorporate multi-channel, IP contact center solutions into their business strategy in order to gain that elusive competitive edge.
Presented by:
| Rob Booher
Product Manager
Avaya |
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VoIP in the Contact Center – A Case Study
(CC1-08)
| Friday - 10/13/06, 2:15-3:00pm | | Sure-Dry Basements had three goals: take care of customers faster, make sure no calls went unanswered, and use their CRM system to route calls to the right person. But with 14 employees and a call center of two trying to answer 100+ calls a day, the company was stuck wanting enterprise-class functionality on a small-business budget.
By working to integrate VoIP into their contact center, Sure-Dry was able to improve its telecom infrastructure without the complexity and expense of a traditional enterprise-scale contact center. This gave Sure-Dry the ability to have their call center of two appear as — and function like — a much larger call center. Plus, the VoIP integration with their CRM software allows Sure-Dry to route calls to the best resource and see the full history of any caller.
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