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FREE WEBINAR: Something for Everyone: Testing Multi-Channel Contact Center Solutions from the Customer Perspective
Wednesday, June 3, 2009,
2:00pm ET
/ 11:00am PT |
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As we’ve all heard, the emergence of IP telephony and unified communications has caused many IT, contact center and telephony departments to rethink their departmental and operational approaches to maintaining complex communication solutions. During this transitional period from TDM to VoIP and from Telecom to IT management, it is critical that all managers have easy access to end-to-end performance information for voice, online and data solutions. Proactive multi-channel testing and monitoring of contact center and communication solutions is essential to improving performance and customer experience. Because these solutions rely on many of the same backend devices, session attendees will learn how regular testing and 24 x 7 monitoring of voice and online solutions is critical for understanding total solution performance and for identifying problems and areas for improvement in the most timely fashion possible.
What attendees will learn:
- How proactive solution testing and monitoring can improve ROI and customer satisfaction
- Why the outside-in, end-to-end, customer perspective is so critical to helping the business
and IT get on and stay on the same page
- How to determine if channels impact each other
Who should attend:
- IT and Telephony Professionals
- Contact Center & Business Professionals
- Anyone who cares about customer experience and the ROI associated with contact center
and communication solution investments
View Archive
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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 Mike Burke
Vice President of Business Development,
IQ Services
Mike Burke has 35+ years of experience in the telecommunications and networking industries. Since he joined IQ Services in 1999, Mike has setup and directed hundreds of testing and monitoring engagements for customers around the world representing all major verticals. Mike’s also been responsible for building the IQ Services Reseller channel from just three Resellers in 2001 to more than 25 partners who deliver IQ Services value-add testing services as part of their implementation and support methodologies.
Prior to joining IQ Services, Mike was involved in the launching an intranet start–up, wrote code for Centrex, designed and built communications networks for the Department of Defense and helped introduce digital access services for the Regional Bell Operating Companies.
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 Stefania Viscusi
Assignment Desk 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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