March 20, 2012
Webinar - Measure ROI with Contact Center Assurance
By Juliana Kenny, TMCnet Managing Editor
Pre-empting customer impact is one of the most important goals of a contact center’s operations. With tools up the wazoo for how to accomplish effective customer impact, it’s difficult to tell what direction in which you should go when deciding on a solution to implement for your business. But there are some key factors at play when aiming for contact center assurance.
Performance monitoring is an important element in a contact center’s operations, as it enables a business to predict issues and pre-empt any customer impact. Ideally, monitoring solutions also provide cost savings for the business.
The notion of “contact center assurance” includes decision makers at a business or contact center supervisors properly calculating return-on-investment (ROI). A webinar coming up Wednesday, March 21 will shed light on the financial implications of proactive contact center assurance, including a detailed analysis of how to measure ROI.
Cost-savings is huge for the contact center, and truly the only way to achieve it is to accurately monitor customer interaction so that the agent and customer both have positive engagements. Empirix (News - Alert) offers some advice on how best to integrate contact center assurance to generate cost savings while maintaining positive customer impact in the webinar, scheduled for March 21.
Having recently cited how major international businesses have saved millions of dollars by implementing contact center assurance solutions, Empirix will bring together Tim Moynihan (News - Alert), VP of marketing and Tom Lynch, director of Architecture and Product Management for the company, to explore what kinds of analyses are required to maintain contact center assurance and proper ROI measurement.
Don’t miss the webinar on the 21 to get the full scoop on how to improve your contact center operations.
Edited by Braden Becker