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Slashing your TCO While Getting More out of your Recording Solution -- Strategies You Can't Ignore


Wednesday, June 10, 2009, 2:00pm ET / 11:00am PT

If you're like every other IT department today, you are looking to squeeze costs out of every aspect of your operation.

In Contact Centers, call recording continues to grow as a critical application. It is the basis for improving customer satisfaction and agent productivity, and ensuring compliance with growing regulations. With the latest recording infrastructure you can cut IT costs while still delivering strong business value.

In this webinar, Elizabeth Herrell of Forrester Research will present highlights from her recent research on contact center trends for 2009. Elizabeth will also discuss the strategies you need to consider today to achieve greater efficiency and improve your customer’s experience in managing your contact centers

Brian Spraetz from NICE Systems will show how innovations in recording architecture can deliver substantial TCO reduction. You'll come away with a clear understanding of how specific system capabilities translate into operational cost savings.

Be sure to bring your questions!  After the presentation, the webcast will be open for a live Q&A.

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PRESENTERS:
 

Speaker PhotoElizabeth Herrell
Vice President and Principal Analyst, Forrester Research

Elizabeth Herrell is Vice President and Principal Analyst at Forrester Research. Her coverage includes contact center applications such as ACD, computer telephony integration (CTI), IVR, speech platforms and integrated services, workforce management, quality monitoring, performance management, and proactive notification.


 

Speaker PhotoBrian Spraetz
Senior Product Marketing Manager, NICE Systems

Brian Spraetz is Senior Product Marketing Manager at NICE Systems. He has helped customer service organizations better utilize technology to improve operations and deliver results for more than 15 years.



 

Speaker PhotoPatrick Barnard - Moderator
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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