If you’ve worked the phones at a call center for even an hour, you’d quickly realize one thing; every customer and call is unique. While most – if not all calls – go off without a hitch, every now and again you’re going to get customers who need a little bit more than good service to be satisfied. When staffing is as large a portion of the budget as it is in the call center, the extra time that your agents spend servicing “escalated” customer concerns can seriously dig into your profitability.

The question becomes, what can a call center do to make sure customers are getting a balanced portion of an agents attention, based on how much time they’re going to take to service and what they end up spending.

 Join inContact CMO Mariann McDonagh, and SpiceCSM CEO Mike Ryan this Tuesday, Nov. 15, at noon ET for a webinar that will discuss just that. Titled “Strategies for Handling All Customer Types Profitably,” this webinar will show current customer trends and arm call centers with the ideas and strategies needed to handle customers of all kinds.  Our presenters have a deep experience within the space and will provide audience members with superior guidance on the topic.

McDonagh is a strategic, focused leader who doesn’t rest on her laurels – in just over a year as the chief marketing officer at inContact, Mariann has significantly changed the competitive contact center marketplace, firmly establishing inContact as the leading brand in the market

Ryan founded SpiceCSM and, in just a few short years, SpiceCSM has grown to be used by over 100 firms worldwide. Ryan is also a managing member of North Bay Technology Development, LLC, a business development firm that works with Seaway Private Equity to fund, incubate and develop emerging technology businesses that have the possibility of revitalizing the Northern NY economy.

I’m Chris DiMarco, and I’ll be your moderator for this informative session. For more information and to regirster for this event, click: here