FREE WEBINAR: Building a Multi-Channel Contact Center
in the Era of Social Networking
Thursday, August 13, 2009,
2:00 PM ET /
11:00AM PT
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The explosive growth of social networking is forcing enterprises to change how they interact with their customers, prospects, partners and investors. The telephone remains the primary communication tool between businesses and their customers. However, as Generation Y“ers and Millennials (people born between 1977 and 1997) take their rightful place as leading consumers, they are showing a preference for communication channels such as SMS, chat and email. Video is also slowly making inroads and social networks and communities are threatening to alter many hard-won contact center best practices. Enterprises must keep up with changing channel preferences or risk having customers defect to companies that “get it.”
This webinar will address how to build a multi-channel contact center in the era of social networking.
Webinar take-aways will include:
- A description of the new multi-channel contact center
- A review of the emerging channels and the year they are expected to become essential to leading verticals:
financial services, telecom, retailing, high-tech, travel, government and education
- The impact of social networking on contact center operations and technology
- Benefits and challenges of multi-channel contact centers
- Best practices for forecasting and scheduling in a multi-channel contact center
- How to do multi-activity scheduling in a multi-channel environment
- Ways to involve and empower agents and improve their work/life balance in the era of social networking
Who should attend:
- COOs, Operations executives, Contact Center managers
- CFOs, Finance executives
- Workforce, planning, forecasting managers
- CIOs, Business application managers
- HCM, HR, personnel managers
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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
President, DMG Consulting
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, the Contact Center QA Guide, and many leading annual industry reports on contact center hosting, IVR, speech analytics, performance management, workforce management, surveying/enterprise feedback management, quality management/liability recording and contact center analytics. Donna’s articles and columns are carried by publications around the world.
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 Craig Shambaugh
Vice President Sales – North America, InVision Software
Craig Shambaugh is the leader of the North American team for InVision Software, a global leader in enterprise workforce management solutions. Mr. Shambaugh has over 25 years experience in the contact center market and has helped a number of organizations achieve operational excellence through the application of customer focused solutions. He spent over 20 years with Aspect Software (Rockwell First Point Contact) leading the company into computer telephony applications and other industry leading CRM applications.
He has been a featured speaker at a number of industry seminars and has authored articles about customer contact solutions for industry trade publications. He has been granted numerous patents related to the applications and technology deployed within customer contact centers.
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 Erik K. Linask
Group Managing Editor, TMCnet
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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