Keeping Your Contact Center’s New Year’s Resolutions in 2012
Tuesday January 17, 2012 12:00PM ET/ 9:00AM PT

December is the season for making New Year’s Resolutions… and unfortunately late January is the time when many of these resolutions are broken. TMC may not be able to help you keep all of your resolutions in 2012 -- but we can certainly help when it comes to your commitment to providing exceptional customer service. Mark your calendar for January 17th and join a special Webinar sponsored by Hold-Free Networks. You will find out what the top resolutions are for 2012, how they apply to your customer service environment, and what your contact center can do this year to keep its good habits and drop its bad ones. This event is sure to fill up quickly so register today and avoid the guilt of procrastination!

What Will Attendees Learn:
  • An effective strategy to eliminate hold time and improve customer satisfaction
  • How to organize menus and routing systems to reduce handle times, misdirected calls, and overall complexity
  • A strategy to spend less on contact center operations while saving more on customer support, cost per sale, and telecommunications expenses


Who Should Attend:
  • Customer Experience Executives and Contact Center Managers
  • Mobility and eCommerce Strategists
  • Anyone who believes their customer service environment is a (unbroken) resolution or two away from being its very best…

Presenters:
Joseph Katz
Chief Marketing Officer, Hold-Free Networks

Joseph Katz has held almost every job in the contact center business. In his 15 years in the industry, Katz has held positions in Business Development, Solutions Sales, Product Management, & Marketing. At MCI/Verizon Business, Katz supported the Outsourcing, Consulting, and Vendor Alliance areas of the business. He was also instrumental in the launch of the first Web-based contact center in a carrier’s network as well as the launch of one of the very first IP Toll Free offerings. Katz co-founded Hold-Free Networks in 2009.

Edwin Margulies
Vice President, Convergys Corporation

Edwin Margulies is a telecommunications architect, usability expert, inventor and author. A 31-year industry veteran, Margulies has designed hundreds of self-service systems and contact centers – both for network and enterprise deployments. At Convergys, Margulies is in charge of product strategy and hosted operations for their Customer Interactions Technology line of business. Convergys is a premier contact center BPO player with 70,000 plus agents worldwide and a strong technology portfolio including messaging, mobility, IVR, and eService components.

Michael Haisten
Senior Manager, EarthLink Inc.

Michael Haisten has been a member of the Customer Support organization at EarthLink in Atlanta, GA since 2004. While originally hired to manage the company’s IVR, Haisten’s role has grown to include defining and driving the strategy for IVR, web self service, chat, and other related self-service technologies. Prior to his role at EarthLink, he was an Operations Research Analyst at the Naval Center for Cost Analysis in Washington, DC where he was responsible for estimating the cost of future aircraft and weapons systems.

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.

 

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