March 13, 2012
Webinar - Contact Center Assurance Simplifies Cost-Savings
By Juliana Kenny, TMCnet Managing Editor
Measuring return-on-investment is a challenge for any contact center with so many factors entering into play: performance monitoring, trying to predict issues before they arise, customer retention, and so on. But the primary concern is customer interaction – preserving it and continuing to build it. So what are the best ways to ensure that a business provides the best customer interaction while measuring proper ROI in the contact center?
There is a tried-and-true methodology involving proactive performance monitoring that contact centers can implement in order to predict issues and preempt any customer impact. The folks over at Empirix (News - Alert) have some advice on how best to integrate contact center assurance to generate cost savings while maintaining positive customer impact.
The company recently cited an example of how a major international telecommunications business saved almost $1 million by decreasing time spent troubleshooting. Contact center assurance solutions have helped businesses save tons of money; Empirix also mentioned a brokerage firm that saved nearly $400,000 by avoiding additional agent talk time.
All of these cost-savings issues will be part of an educational webinar with leaders of Empirix on Wednesday, March 21. Tim Moynihan (News - Alert), vice president of Marketing for Empirix, will help spearhead the discussion exploring financial implications of proactive contact center assurance, including a detailed analysis of how to measure ROI.
The webinar will be helpful for those in contact center management, IT management, finance and operational positions. Moynihan brings years of experience in technology marketing to the table, and will be joined by Tom Lynch, director of Architecture and Product Management for Empirix. Lynch drives the implementation of contact center and UC monitoring solutions, and is qualified with over 20 years of experience in the industry to instruct listeners on the benefits on contact center assurance solutions.
Join the webinar on the 21st for all the info!
Edited by Braden Becker