Webinars - Featured Articles

June 30, 2011

Webinar - Contact Center Webinar Series Explores Opportunities for Improvements

Contact center operations have come a long way from the days of the telephone and cubicle. While these two things often still exist within the contact center space, organizations today can leverage so many additional tools to extend value to the customer base and drive revenue opportunities.

To explore the necessary exercises you should have in place in the complex contact center, TMCnet partnered with Bay Bridge (News - Alert) to offer an informative three-part series webinar: Three-Part Series: Forecasting, Planning, and Analysis for Complex Contact Center Operations.

This webinar series explores how companies like yours are searching for new ways to improve operational efficiency. In this process, decision-makers are leaning on the contact center workforce analysis teams as they have proven to be experts at solving complex operational problems. 

The second installation in this series, which originally launched on Thursday, June 23, 2011, focused on putting hiring recommendations into action. Register today for this archived event and you will discover how TD Bank seized the opportunity to put their strategic plans into action using CenterBridge. 

The bank has a goal, clearly defined by Ed Clark, president and CEO, “Our vision is to be the better bank. That means being better than anyone else wherever we choose to compete and better every day than we were the day before.”

During this event, you will discover how Laura Dillon addressed business concerns in recruitment, and learning and development, transforming them into opportunities to revolutionize the bank’s long-term plans. CenterBridge enabled growth in performance and output, ultimately helping TD Bank to drive excellence to meet demand. 

Throughout this part of the webinar series, Dillon expands upon her experiences with developing what-if scenarios; influencing change around staffing strategies; developing team management support; and strengthening partner relationships. 

According to Dillon, by making these critical changes within the bank environment, “We were able to drive excellence to meet demand, strengthen partner relationships and enable growth in performance and output. This puts us a critical step closer to World Class Workforce Management Standing.”

To get the real inside scoop, CLICK HERE to register for this archived event today. 

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jennifer Russell