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February 2-4, 2011 Miami Beach Convention Center, FL
ITEXPO East 2011 - Communications Conference
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Track: Call Center (CC)



Transformational Call Center Results: Improving the Customer Experience(CC-01)

02/04/11,  9:00-9:45am
Customer satisfaction is the key to business success. But, as much as product and service quality lead to satisfied customers, the fact is that issues arise even in the best of scenarios. Businesses must be prepared, which means their contact centers must be properly equipped and management must understand the attributes that contribute to a quality relationship between them and their customers. As they seek to improve their customers’ experiences contact center leaders should be able to address the following, which will all be addressed in this session: 1. Factors that influence customer satisfaction 2. Harnessing the relevant data on both sides of the call 3. Available technology applications 4. Identifying and replicating patterns of success 5. Benchmarking functionality 6. The measurable impact on key performance drivers
Presented by:
Matt Bramson
Chief Strategy Officer
RingByName
Patrick Barnard (Moderator)
Group Managing Editor
TMC
Eric Tamblyn
Vice President of Product Marketing
Alcatel-Lucent Genesys
Don Kolodz
Senior Vice President, Business Development
SATMAP

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Innovations in Call Recording(CC-02)

02/04/11,  10:00-10:45am
Today's economy, combines with ever-increasing pressures to compete and improve performance while maintaining compliance with stringent laws and regulations, are driving businesses to evaluate potential call recording options. Not only does it just make sense, but many businesses are simply required to record phone calls for an undisputable records of interactions .Others find implementing call recording offers the most effective and affordable way to demonstrate a pattern of compliance or to develop an enhanced training program to increase customer satisfaction. This session will cover the basics of call recording and how to effectively implement solutions into your communications environment, as well as how to get the most of your solution as you seek to develop your agents into true brand ambassadors.
Presented by:
Patrick Barnard (Moderator)
Group Managing Editor
TMC
Evan Kahan
VP Operations
Majuda Corp
Bob Dudas
Director of Business Development
TelStrat
Jonathan Fuld
Chief Technology Officer
SIP Print
Tony Compton
Director of Marketing
KnoahSoft

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Bringing Your Contact Center into the IP Generation(CC-03)

02/04/11,  11:00-11:45am
A lot has been said regarding the impact of IP on the contact center but, regardless of the experiences, the undeniable fact is that IP is changing the industry. It has allowed new business models to emerge and finally deliver on all past promises, freeing contact centers from paying the hefty price tag of the traditional switches or dealing with forklift upgrades and embracing open source software and its associated advantages. In this session, attendees embark on a journey through the IP Contact Center – its benefits, its challenges, deployment scenarios, technology decisions, and more – and will leave with an understanding of how to effectively deploy a state of the art, next generation IP contact center
Presented by:
Erik Linask (Moderator)
Group Editorial Director
TMC
Serge Hyppolite
Vice President, Product Management
Aspect Software
Frederic Dickey
VP Customer Services and Product Management
Sangoma Technologies
Mykola Konrad
GM & VP Policy Business Unit
Sonus Networks
Brad Herrington
Senior Manager, Solutions Marketing
Interactive Intelligence

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Browser Embedded Phones for the Call Center(CC-04)

02/04/11,  12:00-12:45pm
This session will provide an overview of the types of web browser enabled VOIP phones that are available on the market today, how they work, and which ones are best suited for use by call centers. Also covered will be the advantages and disadvantages of using a web-based phone as well as other uses for these phones.
Presented by:
Matt Florell
President
ViciDial Group

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