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September 10, 2007

ITEXPO Session Preview: IP Telephony in the Contact Center

By Mae Kowalke, TMCnet Associate Editor


Today’s contact centers are finding that success can only be accurately measured by taking an holistic approach to customer satisfaction. It is the overall customer experience that matters just as much as the individual elements that make up that experience.
Traditionally, call centers measured their success by holding performance stats up against benchmarks for average time to answer, call volume for each agent, etc. The logic was that if these metrics were met, customers would be satisfied. Such a siloed, number-driven approach no longer works.
Customer satisfaction boils down to having access to the right agent with the right skill set who has access to the right information at the right time. Seeing that equation through to reality might seem a daunting task. But with IP telephony and IP presence technology, it is very achievable.
At INTERNET TELEPHONY Conference & EXPO West 2007 next month, a Call Center 2.0 track session titled “Benefits of an IP Enabled Contact Center,” co-presented by representatives from Mitel (News - Alert), LiveOps and Intervoice, will explore how contact centers can improve their success by using IP-based technology. This technology makes it possible to create a unified customer interaction center, utilizing the skills of agents across multiple offices.
IP technology empowers contact centers with resource management options (such as manager work-at-home environments necessary to retain the best agents) and the ability to extend the reach of the core customer service staff by making experts in other areas of the organization available when their knowledge can help deliver an excellent customer experience.
Mark your calendar now for this session, scheduled for Monday, September 10, 2007 from 9:00 to 9:45 a.m. You’ll come away with a new understanding of how IP technology can turn your contact center into a customer experience dynamo.
While you’re waiting for ITEXPO (News - Alert) to start, learn more about IP telephony and IP presence technology for the contact center by visiting Mitel’s TMCnet.com channels, IP Presence and IP Telephony.

What’s the best resource to learn about latest trends in the IP communications industry? Why, INTERNET TELEPHONY Conference & EXPO, of course. ITEXPO West 2007 is just around the corner—this year it’s being held at the Los Angeles Convention Center in California, Sept. 10-12. Preview sessions, speakers and exhibitors—then register to attend.

Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page. Also check out her Wireless Mobility blog.

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