In this series, world class organizations and renowned industry analysts and experts focus on proven technologies and strategies that are currently being implemented with great success by contact centers worldwide. From business and speech analytics applications to agent training solutions and the emergence of modular, best-of-breed workforce optimization suites, this series will clear up some misconceptions and reveal the strategies and solutions that offer real value in the contact center.

Presented by:
Keith Dawson,
Senior Analyst,
Frost & Sullivan

Patrick Botz,
Global Director of Marketing, VPI

Performance Analytics: A Game-Changer for Contact Centers

Want to Learn How to Improve Productivity, Service Levels, Customer Loyalty and Sales Conversions with Performance and Customer Interactions Analytics?

Contact centers must strive to provide superb customer service - it is recognized as a key differentiator that promotes customer loyalty. Supported by effective business processes, well-trained agents can influence customer behavior and promote customer advocacy. Insights yielded by comprehensive performance and customer interaction analytics solutions can help enterprises strengthen and expand their competitive position.

In this Webcast, you'll learn:

• Make better decisions with real time information
• Motivate and empower employees to improve by providing them with real time performance metrics and targeted coaching
• Achieve consolidated reporting from multiple systems and locations
• Focus and enhance your quality management efforts with speech analytics
• Achieve consolidated reporting from multiple systems and locations
• Identify the root cause of problems by drilling down through dashboards and reports
• Ensure the alignment of operational objectives with corporate goals
• Gain attractive ROI and quantifiable benefits

Presented by:
Donna Fluss,
Principal and Analyst,
DMG Consulting

Patrick Botz,
Global Director of Marketing, VPI

Extending the Value of Your Call Recordings with Speech Analytics

Do you ever wonder what caused call volume fluctuations, why customers left, or why your sales and marketing campaigns fell short of expectations?

Most likely, your customer-agent interactions already contain the underlying answers. Speech analytics solutions can bring structure to your customer interactions − providing insights into improving processes, and correcting and preventing issues, ultimately resulting in improved customer satisfaction and increased revenue.

In this Webcast, you'll learn:

• Improve the customer experience, maximize the effectiveness of your QA program, and enhance employee training with more focused call quality monitoring
• Proactively minimize risk and ensure script compliance
• Understand why your customers are calling by automatically categorizing calls and uncovering new trends
• Identify competitive situations and reduce customer attrition

Presented by:
Richard Bucci,
Associate Consultant
and Industry Analyst,
The Pelorus Group

Patrick Botz,
Global Director of Marketing, VPI

How Do You Measure Up?
Learn How To Pin-Point and Measure the Metrics That Really Matter.

Now more than ever, call center managers need to be more proactive in helping their organizations accomplish strategic and tactical goals. In order to do this, it is crucial to understand and focus upon the metrics that really matter. The modern call center is awash in numbers. With so much data available there is a tendency to rely upon the tried and true metrics that every call center tracks - perhaps more out of habit than as a result of the calculated assessment of their value..

In this free Webinar you will learn about:

• How to determine if your current metrics and the activities they measure contribute to achieving your overall goals.
• The importance of understanding your organization's tactical and strategic goals in order to establish the metrics that matter.
• How the new metrics differ from traditional KPIs.
• How to develop measuring sticks that show you're making progress.
• How to utilize proactive technologies that will enable you to actively identify and optimize rather than wait and react.
  
  

Presented by:
Donna Fluss,
Principal and Analyst,
DMG Consulting

Beyond KPIs: Leveraging the Proven Benefits of Real Time Performance Management to Align Your People, Processes, Technology

Most of today’s performance management, analytics, and reporting technologies fail to leverage one of the contact center’s most unique characteristics – its employees communicate with customers in real time. An unprecedented degree of decision-making agility can be achieved by monitoring, changing, and/or modifying the behavior and actions of contact center agents in real time. By harnessing the power of real time and focusing upon aligning people, processes, and technology, organizations of virtually any type and size can achieve successful workforce optimization.

Register for this Free Webcast to learn:

• How real time performance management solutions are enabling organizations to meet their challenges head-on and make better strategic and tactical decisions.
• How companies are delivering the right information, to the right people at the right time, and in the right context to rapidly improve operational performance, increase customer satisfaction, and boost profitability.
• How you can successfully implement real time performance management solutions yourself using a simple, step-by-step approach.

Presented by:
Richard Bucci,
Associate Consultant
and Industry Analyst,
The Pelorus Group

Major Industry Trends Impacting Contact Center Performance
Learn How To Gain a Competitive Advantage By Adopting the Latest Workforce Optimization Technologies.

It's easy to become confused or even downright dismissive of all the new trends and smart technologies that promise to transform the contact center into a profit-generating machine. Just about every industry publication offers up a new batch on a monthly basis. In this series, Dick Bucci, renowned industry analyst with The Pelorus Group, will focus on proven technologies and strategies that are currently being implemented with great success by contact centers worldwide.

In this free Webinar you will learn about:

• The contact center's role in achieving revenue, profitability, and customer care objectives.
• How to enable your contact center to optimize every opportunity and avoid a potential disaster.
• Overcoming the hurdles of Sarbanes-Oxley, Telemarketing Sales Rule, HIPAA, and the Fair Debt Collections Act.
• Maximizing the availability and management of remote agents by taking advantage of new technologies and VoIP
• How today's most successful organizations are boosting performance and productivity by implementing new workforce optimization solutions.

Presented by:
Bill Price,
President,
Driva Solutions

Bill Price: Named a "Call
Center Pioneer" by Call
Center Magazine, Bill
Price has over 25 years
as a customer care and
services management
professional, working
with companies such as
Google, Apple, Microsoft,
Tivo and McKinsey & Co.
Bill is a frequent industry speaker and writer and
teaches CRM at a
graduate school level.
He received his BA from
Dartmouth College and
his MBA from Standford
University.

Round Table Symposium

Which of Today's Workforce Optimization Trends Will Become Tomorrow's Necessities?

It seems as though there's always some new “must have” technology? If it’s not yet another software or hardware innovation then it's some new philosophy for performance or quality management that promises to drive revenues to dizzying new heights. But, as exciting as these new trends may seem, in reality, only a few of them are ever going to be adopted as standard measures by tomorrow's contact center.

So, which of today's trends will contribute most to the evolution of tomorrow's contact center? During this Roundtable Symposium, four of today’s leading contact center visionaries will explore the potential future impact of some of today’s most controversial and cutting-edge technologies. From leveraging VoIP to adopting Speech Analytics, Real-time Coaching, and Dynamic Customer Surveying, you’ll learn about the software innovations that will have the greatest influence on the way we’ll do business for years to come.

Participating panelists include:

John Connell, Principal Consultant	Bob Webb, VP, Sales & Marketing	Shalesa Charron, VP, Sales & Marketing	Vance Christensen, President/CEO

Presented by:
Lou Orsi,
Director, Vendor Relations
and Strategic Projects

Presented by:
Shalesa Charron,
VP, Sales & Marketing

How Real Time Analytics and Automated eLearning are Revolutionizing the Contact Center

Would real-time contact center performance information help you make better, timelier decisions?

Learn how 1-800-FLOWERS.COM is utilizing real-time contact center analytics and real-time agent training to greatly improve their productivity, their customer service, and their bottom line.

In this Webcast, you'll learn:

• Why delivering real-time, consolidated intelligence to managers and agents improves communication, performance, and cohesive decision making across the enterprise
• What you need to know before your CEO does – the essential information you'll want to track so that you can quickly determine the root case of exceptional or poor results
• How to integrate automated eLearning into your operations to dramatically improve agent performance
• The importance of measuring the impact of your training programs and how to do it
• What your finance and IT committees want to hear before they give your project the green light