Transforming Your Enterprise with A Real-Time Contact Center

 
 
Companies looking for a competitive edge must convert their reactive, cost-oriented contact centers into predictive, engaged, revenue generating, real-time profit centers. Real-time contact centers provide an outstanding customer experience, enhance loyalty, create new revenue, and reduce operating expenses. They also capture and share valuable customer data with the entire enterprise. This presentation discusses the new systems, tools and best practices that are essential for transforming your contact center from a closed operating environment into an essential corporate player.

What you will learn:
• A strategy for transforming contact centers into real-time organizations capable of structuring and leveraging customer interactions and generating revenue, while reducing costs
• Hot trends that are driving contact center evolution, including IP, offshore outsourcing, real-time analytics and performance management
• The technologies, systems, and applications required for real-time contact centers and how best to use them
• Optimizing people, process, and management issues to achieve a real-time contact center that provides world-class service