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Best Practices for Transforming Call Centers into Blended Sales/Service Organizations
Thursday,
October 2, 2008
2:00pm ET
/ 11:00am PT |
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DMG Consulting predicts that within the next eight to ten years, the majority of today’s service-oriented call centers - whether focused on customer service, field service or technical support - will become revenue-generating profit centers. Call centers that do not make this transition will either be outsourced to an offshore location to dramatically reduce the cost of service, or eliminated altogether and replaced by self-service applications. While this sounds harsh, it is a business reality. Senior executives have a fiduciary responsibility to shareholders and employees to reduce expenses and improve operating margins. They can no longer afford to have their company’s profitability reduced by non-revenue-generating activities, such as customer service.
At the same time as senior executives are facing intense pressure to improve their operating performance and bottom line, they are also recognizing the important role that customer service plays in retaining customers and enhancing their brand. Building a customer-centric organization is no longer an option; it is a strategic imperative.
The purpose of this webinar is to provide a roadmap for converting service-oriented call centers from cost centers into revenue generators. It makes the business case, addresses the systems, and provides best practices and tactics for succeeding with this essential transition.
After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!
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| PRESENTERS: |
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 Donna Fluss
Founder and President
DMG Consulting LLC
Donna Fluss is the founder and President of DMG Consulting LLC, the leading provider of contact center and analytics research, market analysis and consulting. Ms. Fluss is a recognized thought leader and innovator in contact center and real-time analytics. For over 25 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market.
She is the author of the book, The Real-Time Contact Center, and many leading annual industry reports, including the Contact Center Performance Management Report, the Quality Management/Liability Recording Product and Market Report, the Hosted Contact Center Infrastructure Report, the Speech Analytics Market Report, and the Contact Center Surveying and Analytics Report. Donna’s articles and columns are carried by publications around the world.
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 Liz Amaral
Sr. Director, Product Marketing
Enkata
Liz Amaral brings over 17 years of experience in customer service operations and enterprise software. Prior to Enkata, she held various Product Marketing/Management roles designing industry-leading software solutions to improve customer service, such as CRM and automated coaching applications, for both the financial services and education services verticals. Earlier in her career Liz spent 8 years at Advent Software building Professional Services and Technical Support teams in the U.S. and Australasia, as well as spending time on the front line taking support calls.
Liz holds a B.A. in Economics from Stanford University.
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Erik K. Linask
Group Managing Editor,
Technology Marketing Corporation
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications.
Prior to joining the TMC team, several years ago, 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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