Having trouble viewing this email? View online.

 
Improve Call Center Agent Performance with Real-Time Coaching & Remote Collaboration
Thursday, February 25, 2016
2:00pm ET/ 11:00am PT

Rising customer expectations, rapid turnover and the high cost of attrition underscore the importance of effective training programs for customer-facing staff. Learn about CaféX Supervisor Assist, a real-time coaching solution for today’s omnichannel and mobile workplace. Watch a live demonstration to see how supervisors can observe and interact with agents through live audio listening, text chat, screen sharing and more.

What Attendees will learn:

  • New ways to address the training demands of today’s distributed and home-based workforce;
  • How to make new hires more productive more quickly and raise customer satisfaction levels with consistency;
  • The importance of multi-channel coaching solutions that free supervisors from their desks and support real-time collaboration with trainees.

Who should attend:

  • Heads of Customer Experience, Service & Customer Care
  • VP & Director of Call Center Technologies & Support
  • VP of IT Operations & Services

Sponsored by:


 
 

Presenters:

Kris Hopkins,
Chief Strategy Officer, CaféX

Kris Hopkins is chief strategy officer at CaféX, responsible for implementing the company's vision to deliver leading edge customer engagement, video interaction and enterprise communication solutions to the marketplace. Prior to CaféX, Kris was VP of strategic product management at Acme Packet, having transitioned as founder and CEO of Newfound Communications and manager of business development at Lucent Technologies. Kris graduated from Cornell University and was the recipient of the Dorman Family Award for Entrepreneurship and Personal Enterprise Excellence.

Lorin Sutton,
Director of Professional Services, CaféX Communications

Lorin Sutton is director of professional services at CaféX Communications. Lorin has architectural oversight and development responsibility for real-time engagement solutions deployed by many of CaféX's Global 2000 customers. With over 20 years of programming experience, Lorin holds several patents in digital communication and network system performance. Previous positions include solutions architect and technical lead at Cisco Systems and principal systems programmer for AOL's web-hosting business. Lorin lives in western Virginia and serves as an IT committee member for the County of Frederick Board of Supervisors.

Moderator:

Stefania Viscusi,
Editor, TMCnet

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor's degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by "Breakwater" (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.
This email was distributed by: Technology Marketing Corporation, 35 Nutmeg Drive Suite 340, Trumbull, Connecticut 06611 As a valued reader or attendee of TMC's publications and events, you will occasionally receive carefully-screened offers and free product information via email. If you no longer wish to receive this type of email, please go to http://www.tmcnet.com/enews/subs.aspx?eml=[[email]] to adjust your preferences.