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Contact center managers, whether they're handling sales, service, support, or marketing, understand the need to integrate CRM. Their goals are to raise customer loyalty, cut costs, deal with variable call volumes, provide detailed analytics, and otherwise work more efficiently and effectively. Examining best practices is a great way to take the pain out of such a complex integration project. Paul Nussbaum, VP of Marketing for AMC Technology (integrating telephony and CRM applications since 1995), and Tracey E. Schelmetic, veteran Editorial Director of Customer Interaction Solutions magazine will provide concise checklists of best practices for call center and CRM integration in this informative webinar.
This webinar is packed full of easy to follow checklists the busy executive can use to take the pain out of the
call center, as they implement CRM integration.
Topics covered include:
- Senior Management Buy-In Beyond ROI
- Change Management
- Scope Management
- Data Cleansing
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- Call Flows
- Multi-Channel
- Custom versus Off the Shelf
- Professional Integration Study
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Presenters:
| Paul Nussbaum |
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Tracey E. Schelmetic |
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VP of Marketing
AMC Technology
Paul Nussbaum is VP of Marketing for AMC Technology. He has nearly 20 years of experience in the industry with such companies as Ericsson, Cisco, and LogicaCMG. AMC Technology provides a vendor certified solution to integrate CRM applications with telephony and contact centers.
AMC's Multi-Channel Integration Server(TM) (MCIS)(TM) software solution greatly speeds and simplifies this integration. AMC has been integrating telephony and CRM applications since 1995.
AMC Technology:
http://www.amctechnology.com/
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Editorial Director
Customer Interaction Solutions magazine,
Dot Commentary
Tracey E. Schelmetic, Editorial Director of Customer Interaction Solutions magazine, has been with TMC since 1998. In addition to her editorial duties for the magazine, Tracey contributes an e-business column to TMCnet, Dot Commentary, and Customer Interaction Solutions final page column, Last Call. Tracey frequently speaks at trade shows and industry events. She is the MVP Quality awards judge, the keeper of the Top 50 Teleservices Agencies Rankings and the chief editor of the CRM Excellence Awards.
Tracey holds a Bachelors degree from the Fairfield University School of Business. Tracey is a co-contributor to TMCnet's Call Center CRM News Blog, which can be found at:
http://blog.tmcnet.com/ |
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