Track: Call Center 2.0
(CC1)
Open Source & IP Telephony: Myth Busters, Best Practices and Real World Application in the Contact Center
(CC1-01)
Thursday - 01/25/07, 8:30-9:15am
The rise of open source brings more choice and flexibility to purchasers of IP telephony infrastructure (open source IP-PBXs are an example), but misconceptions about this revolutionary development model remain. This session will refute common “myths” about open source — which include concerns about quality, security and control — and point to best practices for leveraging open source software in your organization’s IP telephony and contact center network.
Attendees will learn how to separate the myths from reality when it comes to open source, and address concerns regarding security and reliability; how to leverage open source to bring greater flexibility, adaptability, and innovation into the IP telephony and contact center environment; and how to determine if their organization is a good candidate for open source-based telephony solutions.
Presented by:
| Kelly Duerr
Senior Product Manager
Aspect Software | | Thomas M. Chamberlain
Director, Business Process Marketing
Aspect Software |
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The Secret to Sustainable Performance Achievement
(CC1-02)
Thursday - 01/25/07, 9:15-10:00am
Does knowing how you did today guarantee improvement tomorrow?
How is best practice captured and deployed widely throughout your organization?
How do you inspect what you expect for commitments and skill development?
Stephen M. Riddell, author of the book, “Selling Genius” and a well known expert in call centers will share startling new advances in technology platforms that are having significant increases in the skill of call center representatives with sustainability for advances in Customer Satisfaction.
This session in this new track deeply examines the problems associated with Performance Data and Call Quality Programs with exciting new answers on how to marry these important elements with People Performance and still have a huge positive impact on customer satisfaction. This is a must attend event for anyone interested in moving performance to the next level.
Presented by:
| Steve Riddell
President
Global Performance Corporation |
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Where to VoIP
(CC1-03)
Thursday - 01/25/07, 1:30-2:15pm
This session will address the option of going hybrid, that is to say deploying a system capable of handling a mixed environment, with some locations on IP phone equipment, others on TDM phone equipment. Often it makes sense to ease into VoIP one location at a time so that companies can discover quality problems, etc. at a slower pace than slamming the whole company with VoIP and discovering company wide quality problems. The speaker will cover the ability to provide a common set of contact handling features, functions, and unified reporting tools across all locations, no matter what voice transport technology the location is on, as well as the challenges of managing a distributed workforce — monitoring, recording, barging, and more.
Presented by:
| Greg Smart
Director of Product Marketing
UCN |
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To Host or Not to Host?
(CC1-04)
Thursday - 01/25/07, 2:30-3:15pm
Enterprises are met with the decision of hosting their call centers more and more these days. The speaker will discuss the advantages and disadvantages of a hosted call center. Sure, IP-based call centers experience reduced costs, easier and faster application deployments, and increased ROI; but there are still concerns when dealing with hosted solutions such as quality and security. Learn how businesses today are tackling these issues, implementing hosted solutions and better meeting customer needs through an IP-based call center.
Presented by:
| Mark Guinther
VP of Product Management
LiveVox |
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IP Contact Center Shootout
(CC1-05)
Thursday - 01/25/07, 3:30-4:15pm
Come hear industry leaders debate and discuss the relative merits of their IP Contact Center solutions. Loosely based on Internet Telephony Conference & EXPO’s successful long-running IP PBX Shootout, this double session promises to be a lively, engaging look at what the industry leaders have to say about their products and their competition. Topics will include the benefits of multitenancy, workforce optimization, virtual and distributed contact centers, home agents, call routing and queuing, and disaster recovery. This unique opportunity enables interested parties to get live information directly from the “horses’ mouths” as attendees will be given an opportunity to ask the panel their own insightful questions.
Presented by:
| Alan Mitchell
VP – Mobile Solutions
CosmoCom | | Barry Marks (Moderator)
Partner
IntelliCom Analytics | | Brian Spraetz
Senior Solutions Consultant
NICE Systems | | Mark Castleman
President
PBX Central Corporation | | Michael Herrmann
Director, Business Development – Marketing and Product Strategy
Cincinnati Bell Telephone |
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Improving the Customer Experience Through On-Demand
(CC1-06)
Thursday - 01/25/07, 4:15-5:00pm
This session will explore how the on-demand business services model is ideal for the service and support industry because it enables agents to deliver customer service from anywhere – and at a lower cost, lower risk, and faster deployment time than is possible with on-premise solutions. Just as on-demand transformed the way that companies manage and share sales information, the same technology provides a similar impact on call centers. By eliminating the risks and burdens of purchasing associated with traditional software solutions, on-demand enables call center agents to provide a truly great experience to their customers.
The on-demand model’s core benefits - ease of use, rapid adoption, and robust functionality – benefits call centers by enabling agents to handle customer service issues, and respond to customer inquiries quickly and efficiently. Organizations using the on-demand model are able to deploy call centers anywhere in the world and have them up and running within weeks or even days – due in part to the easy to use and learn Web interface. With on-demand call centers, higher quality customer service and increased productivity can be deployed without sacrificing profits.
Presented by:
| Richard Caballero
Senior Director, Service & Support Product Line
Salesforce.com |
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Calling for More Than Quality Assurance
(CC1-07)
Friday - 01/26/07, 9:00-9:45am
Businesses that record customer interaction telephone calls in their contact centers typically do so as a means of monitoring service quality, and to assist with agent performance and training. This is good as far as it goes — but this limited practice means that many companies are neglecting other ways in which call recording can help meet their business objectives. In this presentation, the speaker will describe different types of call recording applications and how call recording can fulfill different business requirements. Attendees will learn how call recording can help to meet regulatory requirements, manage risk, and improve business processes across the entire organization beyond call center operations.
Presented by:
| Mike Ruley
CEO
Sparkplug Communications |
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Creating A Better Customer Experience With A Customer Interaction Network
(CC1-08)
Friday - 01/26/07, 10:00-10:45am
Today, many customers prefer to interact with companies by phone or e-mail, rather than in person at a store. This places great responsibility on a company’s contact center. A recent study found that 92% of U.S. consumers form their image of a company based on their experience with the company’s contact center. And 63% of the customers surveyed said they would stop using a company’s products or services if they had a negative experience with the contact center. Companies that understand the true importance of customer interactions have taken their traditional call centers and evolved them into contact centers. These new centers employ a number of integrated Web-based channels that enhance customer service through the use of e-mail, text chat, and co-browsing capabilities. In this session, we’ll use case studies to discuss the next step in the evolution of the customer contact center: The Customer Interaction Network. This new model extends customer service capabilities across the entire organization, providing a more integrated and collaborative approach to customer satisfaction. With a Customer Interaction Network, customers can use the channel of their choice — Web browser, e-mail, chat, or phone — to get the information they need quickly, conveniently, and efficiently.
Presented by:
| Laurent Philonenko
VP & GM - Customer Contact Business Unit (CCBU)
Cisco Systems |
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Call Center Architectures with Custom Workflows
(CC1-09)
Friday - 01/26/07, 11:00-11:45am
Since their inception contact centers helped businesses seeking solutions to their needs for customer service, technical support, sales orders, sales lead generation and qualification, answering and messaging services, and bill collections. Most contact center vendors offered features to their customers in configuring their products to set up such capabilities. Agent scripts displaying customer information to the agents in a fashion analogous to cue cards, call-lists or e-mail addresses compiled from CRM or customer databases, feeding the call-lists to preview and predictive campaigns or e-mail addresses to mass-mail distributions are a few examples of such capabilities. These capabilities often require integration of contact center solutions with customers’ databases and systems involving vendors’ or third party consultants having in depth knowledge of the contact center product.
The highest value proposition with contact centers will be in creating truly customizable work flows that emulate customers’ work processes. Because each customer’s work processes are unique such customization must be handled by the customers themselves. This session will present requirements for a contact center with truly customizable work flows and the underlying platform architecture to support such customizations.
Presented by:
| Yavuz Karaman
VP Software Development
MSI Services |
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