Track: Call Center (CC)
Strategic Planning: Why IP in the Contact Center?
|Tuesday - 02/03/09, 8:30-9:15am|
As more and more forward thinking contact center organizations invest in tools and technologies to advance their strategic decision-making capabilities, there is increased attention on strategic planning. Everyone knows that the best way to make your CFO fall in love with your contact center is to make it more profitable to the business. With the right blend of technology, you can improve productivity and reduce expenses turning what may be viewed as a ‘cost center’ or ‘necessary evil’ into a profit center. This discussion will focus on the specific actions organizations can take to address efficiency in the call center in a Web 2.0 world and why it matters. The discussion will include integration and implementation of a total solution and how to control total cost of ownership.
Head and Senior Director, Emerging Products & Technology
Hugh Goldstein (Moderator)
VP, Partnerships and Strategic Alliances
Director, Product Management
Making Technology Choices in the Contact Center
|Tuesday - 02/03/09, 1:00-1:45pm|
No matter the size or location of your company, every organization has an ongoing mission to deliver exceptional customer service at every customer interaction. That includes finding ways to overcome communication difficulties between the call center representative and customers needing technical support. If the customer experience is unsatisfactory, not only does it weaken confidence in the support team’s abilities, but it also reduces trust in the reliability of your product. This session will address various technology choices and the impact they will have on your contact center deployment. Discussion will include such emerging technologies as SaaS (Software as a Service), video in the contact center, and new multimedia standards, as well as traditional choices like VoIP, CRM and more.
Jeff Dworkin (Moderator)
Enterprise Marketing Manager, Dialogic Corporation
Business Development Executive
NTRglobal North America
Mark Ricca (Moderator)
Towards Improving Customer Service
|Tuesday - 02/03/09, 2:00-2:45pm|
In a down economy, streamlining contact center business processes is more important than ever before. Inefficiencies in work flows and work load are key reasons why agents struggle to achieve contact center goals, and companies waste valuable time and money. When we improve workflow for customer care agents, we not only help businesses save money during this crucial time, but we also improve overall customer service, which is our mission. In this discussion, the speakers will address ways to improve contact center performance by seamlessly integrating applications and Web services to ensure the most streamlined and cost-effective customer support.
CEO & Founder
VP of Product Management
The Ten Golden Rules of Online Marketing Workbook
VP, Business Development
IP Call recording Strategies
|Tuesday - 02/03/09, 3:00-3:45pm|
In the rush to exploit the advantages of IP telephony in the enterprise and the contact center, call recording can be an unexpected speed bump. In traditional TDM environments, call recording has long provided a wide range of benefits, including government and PCI regulatory compliance, transaction non-repudiation, contact center quality management, and agent training. Preserving these critical benefits as the telephony infrastructure migrates from TDM to IP presents IT architects with some interesting choices. This session examines a variety of strategies that an enterprise can adopt to preserve the security, availability, and reliability of its call recording environment as its telephony infrastructure evolves from TDM to IP.
Matt Clark (Moderator)
Principal, Valuation Services
Deloitte Financial Advisory Services LLP
Director of Product Marketing
Owner and Senior Consultant
Senior Solutions Consultant
Operational Efficiency in the Contact Center
|Tuesday - 02/03/09, 4:00-4:45pm|
In this time of tight budgets, how can contact centers provide top notch service at the lowest possible cost? Join us to explore ways in which technology and business process can meet to ensure that goals are met and budgets are not stretched.
Director, Product Management
Unified Communications in the Contact Center: An Industry Round Table
|Wednesday - 02/04/09, 8:30-10:15am|
In spite of all the attention given to enterprise unified communications (UC) in the last few years, an important component is often overlooked: the contact center. This is a mistake, as a UC strategy is just as critical to customer facing activities as it is to internal communications. This round table discussion will address the role that the contact center plays in a successful unified communications strategy, focusing on best practices for leveraging contact center and UC applications in tandem and how companies can make use of existing and next generation technologies to make this happen. Attend this session for a lively discussion on products, services and the state of the unified communications industry as it regards the contact center. This session is a must for anyone working on or planning to develop a UC strategy.
Vice President, Speech Recognition
Director, Solutions Management, Telephony Applications
Siemens Enterprise Communications, Inc. North America
Regional Sales Vice President
Vice President, Product Management
Peter Radizeski (Moderator)
Driving Benefits Through Analytics
|Wednesday - 02/04/09, 12:30-1:15pm|
Every company wants a deeper understanding of their customers and they will gladly leverage any technology that promises to give them a deeper insight into who their customer really is. Customer experience solutions should enable businesses to adapt rapidly to changing economic and competitive circumstances, enabling companies to capture and effectively anticipate and respond to customer behavior in all channels, in real time.
The session would also delve into how service providers can pick through existing customer data to identify social network dynamics among users, and tailor specific offers to network influencers, connectors and early adopters, each of whom has significant influence over other social group members. This can allow them to cost-effectively increase sales of high-margin services by targeting the offers to receptive audiences, as well as reducing churn by proactively addressing the concerns of influential group members.
Senior Director of Product Marketing
Jon Arnold (Moderator)
J Arnold & Associates
Senior Solutions Consultant
Protecting Business Assets Through Voice Documentation
|Wednesday - 02/04/09, 1:30-2:15pm|
Turbulent economic conditions have magnified the importance of effective risk management and liability protection measures for many organizations. Now more than ever, executives need to focus on improving operational performance while also ensuring the security of the business and protection of core assets. The presenter will discuss current business vulnerabilities and proven methods of protecting them. Specific topics will include privacy, compliance and electronic discovery. Building on this platform, the presenter will then discuss how voice documentation technology used to protect the business can be deployed to simultaneously improve the business through efficient collaboration and personnel development.