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 Bruce Belfiore
CEO / Senior Research Executive
Bruce Belfiore is Senior Research Executive at the Center for Customer-Driven Quality, Purdue University, which produces leading research in the customer contact arena. He works as CEO of the Center’s commercial partner, BenchmarkPortal, LLC., which provides best practices information to the customer contact industry under license from the Purdue Research Foundation.
Bruce is also the Dean of the College of Call Center Excellence in-person courses, working closely with Dr. Jon Anton of Purdue University to bring the College’s curriculum to venues throughout the country. He also teaches the Call Center Management course at Purdue University.
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 Steve Kaish
VP of Product Management and Marketing
CosmoCom
Steve Kaish, Vice President Product Management and Marketing for CosmoCom, has over 20 years of business and technical leadership experience in telecommunications products and services. Prior to joining CosmoCom Mr. Kaish led both product management and architecture teams launching innovative telecommunications products and services at AT&T’s Bell Labs and at Telcordia Technologies. He holds four patents in the areas of Call Center and Intelligent Network technologies.
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Do’s and Don’ts for Successful Virtual Contact Center Implementations
Thursday, September 30, 2010. 12:00PM EST / 16:00 GMT
Today's virtual call center technology allows you to manage multiple centers seamlessly, tie in the best talent wherever they may be, lower costs and so much more. However, despite the obvious benefits, operational and technical challenges can limit your success and profitability. Call center assessment specialists BenchmarkPortal will share advice on people, processes and technology to ensure your virtual contact center success. Drawing directly from customer experiences, BenchmarkPortal and webinar host CosmoCom will explore both operational and technical best practices, as well as common mistakes to avoid.
What you will learn
- Dealing with the human side of a distributed operation
- How to manage a virtual call center
- Security considerations in virtual operations
- When to pay attention to agent location, and when to ignore it
- Networking strategies and pitfalls for distributed centers and home agents
- Disaster recovery strategies
Who Should Attend
- Anyone considering migration to a virtual contact center
- Anyone planning to replace or upgrade their contact center technology
- Anyone responsible for improving the customer experience
- COO, CIO, CTO, Operations Management, Contact Center Director
Moderator
 Patrick Barnard
Senior Web Editor,
TMC
Patrick Barnard is senior web editor for TMCnet. He is former managing editor for Multichannel Merchant magazine, a Penton Media publication focused on all aspects of multichannel marketing. He is also former associate editor for Customer Interaction Solutions magazine, a TMC publication, and also served as assignment editor for TMCnet.
Barnard is also former editor of the Darien Times, a community newspaper serving the town of Darien, CT.
Sponsors
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