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Part I
- View Archive Now

Call Center Consolidation 2.0: What the Next Wave in Customer Care Means For You

Ten years ago, the decision to consolidate call centers meant clustering agents into a single �Big Room� facility. That was Call Center Consolidation 1.0.

Today, you don't need to have agents under the same roof to get the benefits of consolidation. In fact, your operation can be globally distributed, can combine in-house and outsourced agents, and still reside on one unified platform hosted within your enterprise or by a service provider. In fact, consolidating the technology agents use is the best way to give your organization the flexibility to rapidly deploy agents and applications wherever and whenever you need them. That's Call Center Consolidation 2.0.

At this Webcast, we'll show you how to apply the strategy of Call Center Consolidation 2.0 within your organization � whether you maintain multiple sites, employ at-home agents, deploy agents offshore or collaborate with outsourcers. We'll outline the bottom-line business benefits of Call Center Consolidation 2.0, including reduced total cost of ownership and greater customer satisfaction. Plus, we'll share examples of how Call Center Consolidation 2.0 works in real-world companies. This Webcast is interactive, and we invite you to come with questions for our expert panelists about how you can prepare your organization for the next wave in customer care. This webcast is the first in a series of 2, and will be followed by Call Center Consolidation 2.0 in Practice: A look at how enterprises are implementing and benefiting from Consolidation 2.0, October 25, 2007.

Presenters:

Steve Jackson
Vice-President
CosmoCom Americas


Steve Jackson, Vice-President, CosmoCom Americas, has more than 20 years of experience as a sales executive in high technology and has worked exclusively in the call center space for the past seven years. Prior to joining CosmoCom, Mr. Jackson was the Vice-President, Eastern North America at Concerto Software. Before that, he served as Vice-President, North America for Eshare Communications. Steve was the Vice-President, General Manager of the Paperclick division of NeoMedia Technologies following successful sales management assignments at Prime Computer, GTE, and Tandem Computers. Steve holds a B.S. in Computer Science from the University of Central Florida.

Erik Linask
Associate Editor, Technology Marketing Corporation


In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet. Prior to joining the TMC team, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.

Part II - View Archive Now

Thursday, October 25, 2007 | 2:00pm ET|11:00am PT

Call Center Consolidation 2.0 In Practice: How enterprises are implementing and benefiting from Consolidation 2.0

This is the second Webinar in a two-part series. The first Webinar explained the revolutionary Consolidation 2.0 approach to contact center implementation, and described its significance for enterprises.

Consolidation 2.0 means consolidating the many diverse contact center needs of the enterprise on a single platform that integrates quickly and easily with other VoIP network components and with the overall Information Technology environment. It sounds good in theory, but is it really practical? In this Webinar, we�ll present several case studies of major enterprises, including Global 2000 companies, that successfully implemented consolidation 2.0. We�ll discuss the reasons they chose this approach, how they built their solutions, the problems they solved, and the benefits they realized.

Presenters:

Stephen Kowarsky
EVP, CosmoCom, Inc.


Stephen R. Kowarsky is the Executive Vice President and one of the founders of CosmoCom. He came to CosmoCom from Comverse Technology, which he joined in early 1985 as its second U.S. employee after a distinguished career in software development and IT management. At both Comverse and CosmoCom, Mr. Kowarsky has played a key role in major account selling, key relationship management, product strategy and positioning, mergers and acquisitions, and intellectual property. He now has primary responsibility for CosmoCom's marketing communication activities. He is an industry authority and thought leader on the subjects of Unified Customer Communications and Consolidation 2.0.

Erik Linask
Associate Editor, Technology Marketing Corporation


In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet. Prior to joining the TMC team, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.

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