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Call Center 2.0 - Conferences

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Software-As-A-Service: The Basics

Wednesday - 09/17/08,  9:00-9:45am

If you’ve been in the call center industry for any amount of time, you may remember the term “Application Service Provider” or “ASP.” You may frequently hear the terms “hosted” or “on-demand” thrown around. You may be dizzy with confusion as to what all these terms mean, how they are similar and how they are different. You’ve heard SaaS can save you money, but how? Is your organization suited for software-as-a-service delivery? If it can save you money, where, exactly, do those savings occur? Where does the return on investment lie? Did you know that SaaS solutions can be accounted for in a completely different way (as an operating expense rather than a capital expenditure)? What are the implications for your business? What are the benefits? Where do the pitfalls lie? After this session, you’ll be a pro at sorting out all the terms for this model of business, and you’ll know if and how it’s right for your company.

Presented by:

Charles Studt
VP of Product Management & Marketing
Joseph Hofstader
Steve Crawford
VP Marketing

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Using Hosted Speech Solutions In The Call Center

Wednesday - 09/17/08,  10:00-10:45am

Once upon a time, speech technology...for call routing, customer self-service or outbound customer contact...was something only the largest of companies could afford. It was expensive and extremely complex to administer. Today’s hosted speech solutions, however, put the important benefits of speech technology (improved customer satisfaction, vastly increased rates of successful customer self-service, better agent satisfaction) within reach of even the smallest call centers. Find out how hosted speech can be quick to implement, affordable and effortless to maintain in your contact center.

Presented by:

Joe Fleischer
Call Center Industry Writer and Co-Author of the book The Complete Guide to Customer Support

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SaaS for Virtual Call Centers

Wednesday - 09/17/08,  11:00-11:45am

The globalization of business has changed the way companies approach sales, customer service, and other business support functions. The need to operate across borders, languages, and cultures - and operate 24x7 - has brought new challenges and approaches to the call center function. The “virtual call center” has emerged as an operational model of choice thanks to advancements in technology. Yet with all of the progress in virtual call centers, certain challenges remain. For example, how do you accommodate work-from-home agents with disparate endpoints and devices to support? How do you adapt to new technologies? How can technology be leveraged to build context into call flows and align customer needs to agent expertise? How do you break the barriers to language to support customers distributed across the globe?

Presented by:

Chris Horne (Moderator)
LBA Group
Charles Studt
VP of Product Management & Marketing
Jean-Baptiste “JB” Piacentino
Director of Browser Communications

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TMC University Exam

Wednesday - 09/17/08,  12:45-1:30pm

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Call Center 2.0 News:

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Growth Opportunities in the Professional Headset Market - Evolution of Software-based Communications Continues to Drive Headset Growth - Research and Markets
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Latin American Contact Center Service Providers Seek New Business Models to Remain Competitive
10/24/2016 11:05:55 AM
TeleVoice Launches TelePath to Give Call Agents More Information
10/24/2016 10:50:54 AM
Con Dos Nuevas Competencias, XPRIZE Aborda la Escasez de Agua y la Seguridad de las Mujeres
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With Two New Competitions, XPRIZE Tackles Water Scarcity and Women's Safety
10/24/2016 10:20:45 AM
Majority of Americans Trust their Bank Knows What Services They Need, But They Desire More Timely Advice, According to Part II of the Segmint Consumer Bank Marketing Report
10/24/2016 9:51:26 AM
Frost & Sullivan Recognizes RingCentral as a True Visionary and Trailblazer in the North American Cloud Communications Services Market
10/24/2016 9:00:29 AM
Arise Leadership Participating in 12th Annual Frost & Sullivan MindXchange Customer Contact West
10/21/2016 8:40:24 AM
Blockchain Technology as the Solution To Electoral Fraud: Graduate Students Around the World Compete in Kaspersky Lab Cybersecurity Case Study Competition, Hosted by The Economist's Which MBA?
10/20/2016 11:00:31 AM
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