Contact Professional - Events Feed

Roundtable: Customer Analytics, latest trends in systems, reporting, adoption and ROI

Thu, 26 Jan 2012 12:22:46 -0600

Start: 02/07/2012 - 12:00

End: 02/07/2012 - 12:00

Utilized properly, analytics can provide better understanding of your customers, their customer experience, competitive pressures and ways to improve customer service. Analytics can also be utilized to improve call center productivity, optimize processes, and enhance agent effectiveness. Get up to speed on the latest industry advances and new ideas on ways to utilize metrics to your advantage.

Elevating the Customer Experience through Advanced Reporting and Interaction Analytics

Thu, 26 Jan 2012 12:21:57 -0600

Start: 02/21/2012 - 12:00

End: 02/21/2012 - 12:00

Today’s advanced analytic and reporting tools offer real time intelligence. Join us to learn how tools such as surveys or net promoter scores offer incomplete, limited views of the true customer experience and how speech and customer interaction analytics solutions use your unstructured data to provide greater insight into customer experience.

Call Recording and the Law

Thu, 26 Jan 2012 12:26:15 -0600

Start: 02/23/2012 - 12:00

End: 02/23/2012 - 12:00

An overview of several of the laws and requirements that impact contact center operations including Consent-to-Record, Telemarketing Sales Rule, The Truth in Lending Act, Fair Debt Collection Practices Act, and the importance of verification for liability protection.

Top Nine Best Practices to Optimize and Simplify Your Contact Center

Fri, 03 Feb 2012 14:02:29 -0600

Start: 02/28/2012 - 12:00

End: 02/28/2012 - 12:00

With the growing complexity of call center work, such as new channels for customers to access the organization, how does one achieve simplicity? This session will walk through changes you can make to your contact center and processes to improve your overall operations while simplifying your life. We will cover: Agent hiring and retention - Customer feedback - Self-service - Data integration - Emerging channels.