News    |    Events    |    About Us   |   Contact Us   

Event List

Managed Services IT: Helping Caldwell Memorial Hospital become the Hospital of the Future

The Deal Zone: Getting Real About IT Outsourcing Agreements

Addressing the Challenges in Implementing or Consolidating Portals

Buyer-Driven Supplier Consolidation Will Change the ADM Industry

Profitable Contact Centers
November 4-5, 2003
Marriott East Side, New York, NY

In the next few years the call center industry will be required to meet distinct challenges. The most pertinent will be to transform the call center function into a multi media center. To become leading edge call centers must evolve into customer interaction networks. Call centers that fail to plan for full multi media integration of the web, phone and email into their call center operations are in danger of having the quickness of public take up to outpace their ability to cope.

Increased competition and more sophisticated customers are pushing the needs for call centers to be more centralized contact points for customers, --customers who want personalized service and access 24/7 via phone or web. As a result, Contact Centers are essential in building and developing customer relationships and impacting the bottom line of any corporation. Today there is also a shift from call centers to profit centers. Corporations are under intense pressure to cut costs, improve efficiencies and increase revenue -this often pushes the need for contact agents to become more sales savvy.

Key Themes to be Addresed

• Selecting and leveraging workforce management technologies
• Understanding the fundamentals of effective forecasting and scheduling of resources
• Transforming the contact center into a profit generator
• Analyzing the use of multi-media tools to improve customer responsiveness
• Understanding the role of the contact center in creating value, customer satisfaction and loyalty
• Addressing the use of voice recognition technologies and their current impacts on today's contact center
• Developing a CRM integration plan into your contact center
• Devising strategies to achieve ROI in volatile economic markets

For more information please e-mail us: conferences@marcusevansbb.com or go to www.marcusevans.com/pcc

[Previous Event] [Next Event]