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Making Sense of the Multi-Channel Contact Center
How to build on your brand and create loyal customers on every channel |
| Tuesday, November 2, 2010
2:00pm ET/ 11:00am PT
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Just because you have more than one channel of business doesn't mean it has to be more complex. Learn how to operate each channel effectively and profitably through channel measurement and good agent selection. Also learn great insider tips and how you can avoid pitfalls in this dynamic session.
What attendees will learn:
- How to build your multi-channel strategy
- How to understand and measure your customer experience
- How to implement an effective multi-channel experience
Who should attend:
- Anyone responsible for customer interactions
- Anyone responsible for improving the customer experience
- Contact center managers and operations directors
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 Jason Williams
Senior Director, Solutions Management
inContact
Jason has 25 years of experience in the field of Information Technology, Networking, Communications and System Implementation in industries as diverse as Manufacturing, Banking and Finance, Media and Software Development in Domestic and International Markets. Bringing this experience from companies such as The Bank of England, BBC World Service and Novell, Inc. As inContact expands its operations globally, Jason is creating a new Partner Program designed to round out the “Eco System” of Partners required. |
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 Elaine Cascio
Vice President
Vanguard Communications Corporation
Elaine Cascio is Vice President of Vanguard Communications Corporation, an independent consulting firm that specializes in designing and implementing strategic solutions for customer contact. Elaine is responsible for Vanguard’s customer experience and self service practice, and manages projects in customer contact strategy, voice response and other self service design.
She has over twenty years of experience in customer contact assessment, voice response application development, and user interface design.
Elaine is a passionate advocate for customer centric self service design based on clearly defined customer experience and channel strategies. She regularly conducts workshops on multi-channel strategies and self service design, speaks at conferences, blogs and writes about customer experience and channel strategy. Elaine holds degrees from Dickinson College and the University of Virginia and lives in a partially renovated Victorian in Newport, Rhode Island. |
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 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.
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REGISTER NOW!
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