Renewed Focus on Optimization - Key Trends Driving the New Era Workforce Optimization Strategies


Tuesday July 9, 2013
TIME: 12:00 PM ET/ 9:00 AM PT


Forrester research shows that contact centers are moving in greater numbers towards a more integrated WFO strategy. Fully 48% of contact center buyers confirm they have already deployed WFO with an additional 26% planning to deploy in the next 12 months. This ranks WFO as one of the top areas of investment for contact center buyers. So what's driving the renewed focus on optimization? In this session, Forrester analyst Art Schoeller will explore some of the key trends driving the new era workforce optimization strategies:

  • Strategic business drivers and business-driven outcomes require a more integrated application strategy
  • Growing multichannel service models driving the need for full customer experience-focused views
  • More data drives the need for broader analytics-driven insight
  • Strategically focused centers are finding the need for broader business analysis which is driving the evolution of the contact center analyst and senior level personnel i.e. Chief Customer Service Officer
  • Speed to decision is becoming more critical - is real time the right time?
  • And finally, simplicity and lower TCO

Webinar sponsor Calabrio will lend case studies that demonstrate customer success stories among customers that have adopted a more strategic, broader, integrated approach to optimization.


Who should attend:
  • Customer service managers and executives
  • Customer service analysts
  • Companies seeking to elevate the value of their customer service organization to the broader enterprise
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Sponsors:




 

Presenters:

Art Schoeller
Principal Analyst
Forrester Research

As principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery Professionals who plan, build, and run unified communications and contact center workloads for enterprises.

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.



Kristen Jacobsen
Director of Marketing
Calabrio, Inc.

Kristen Jacobsen is Director of Marketing at Calabrio, a leading provider of contact center workforce optimization software since 2007. Kristen has worked in the contact center industry for nearly 20 years in a variety of product management, solution consulting and marketing leadership positions for leading software and services companies including Spanlink Communications. With Calabrio, Kristen leads marketing, public relations, user forums and consulting events, and provides research and support for product vision and strategy. The company’s flagship product, Calabrio ONE®, is the first workforce optimization suite to draw on proven techniques of the social web to deliver workforce optimization tools that are intuitive, flexible and simple to support.


Moderator:

Rich Steeves
Web Editor TMCnet

Rich Steeves is a TMCnet Web editor. He taught writing for nine years. He has also worked as an editorial assistant at Penny Publications. He has written short stories, newspaper columns, blogs and recently published his first novel. He attended The George Washington University where he received his bachelor's degree in English and a master's degree in education..




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