Register now for free access!
All Fields Required
First Name:*
Last Name:*
Title:*
Company:*
Phone:*
Email Address:*
Authentication Question:

Featured Speakers

Connie Smith

Connie SmithConnie Smith has been involved with contact center operations for more than 20 years. As a consultant, she has helped world-class contact centers such as Southwest Airlines, Staples, Cabelas, Nordstrom, NIKE, Alaska Airlines and SAFECO with assessments, technology selection, design and implementation, metrics, performance management, culture, customer service and leadership skill development, training initiatives, workforce management and quality monitoring and coaching programs.

Rob Cate

Rob CateRob Cate, Contact Center Director at Vegas.com, will talk about the contact center that supports the single largest travel destination website in world. Learn how this contact center has evolved, increasing agent revenue 347%, cutting staff by 50% and achieving zero agent turnover in the past 24 months.

Frank Tersigni

Frank TersigniFrank Tersigni has dozens of years experience as a leader in information technology, bringing a unique perspective on the contact center evolution. Tersigni has held executive positions in many companies, including Got Corporation, Genesys Telecommunications, VoiceGenie Technologies, IBM Canada / LGS and CallPro Canada.

Bruce Andersen

Bruce AndersenAndersen is both a technology visionary and a business leader, focused on the principle that success depends on ‘understanding and solving each customer’s business problems. Andersen has thirty years of experience in the telecommunications industry, beginning as an installation technician and working his way up to owning and operating a successful regional VAR.

 

Related Materials

White Papers

"What’s Driving the Future Direction of Contact Centers: What you Need to Know"

Case Studies

Vegas.com Case Study
Register now for free access!
All Fields Required
First Name:*
Last Name:*
Title:*
Company:*
Phone:*
Email Address:*
Authentication Question:

Contact Center Evolution Video Series:
What you need to know to elevate the customer experience

Contact Centers are undergoing an operational and generational evolution. New and innovative ways must be found to train and develop employees, master the various ways customers want to interact and improve both the customer experience and bottom line results.

Subscribe to the FREE video series today (Below)

This extraordinary series, filmed during a Rose Bowl based stop on our five-city road show, provides a unique opportunity to hear from contact center insiders as they interact with operations and technology experts.

Included in the series are twelve videos, each focused on an aspect of contact center management and issues affecting people, process and technology. Watch the videos at your own pace and in the order you desire. Total play time is less than 4 hours.

Video 1: Introduction to the 7 Drivers of the Contact Center Evolution

This introductory video provides a quick review of seven critical drivers that are aligning themselves and together will shape the future direction of contact centers.

Video 2: The Contact Center Evolution

Over the past decade customers have gained access to an unprecedented volume of information and new ways to communicate. Power has shifted to the customer, whose expectations for high quality service and value has risen dramatically. Companies are judged by their response to this power shift, and customers feel free to publish their opinions to the world. In this brave new world, the contact center has emerged as a critical component in brand building, customer engagement and indeed company success.

Video 3: The Generational Evolution

Today’s contact centers can potentially employ, and serve, four unique generations. The more you understand and modify your management style to each generation, the more effective you will be in engaging and getting the most out of your workforce. Similarly, recognizing the differences in your customer base and addressing it through various contact options and interaction styles can improve both customer satisfaction and conversion rate.

Video 4: The Technology Evolution

A tremendous amount of innovation has taken place in technologies that affect and support the contact center. Hardly a day goes by, it seems, without a new gadget or technological marvel. Those that gain any foothold begin to affect the contact center by raising expectations and changing interaction styles and channels. At the same time contact center technologies have evolved to handle new interactions, support virtual workforces and increase efficiency. While this moved the contact center forward, it created new problems for those companies that wanted to use many of the technologies in multiple environments.

Video 5: Social Media

Social Media uses “mass collaboration” tools such as Facebook, Twitter, blogs and message boards. Rewards of managing the social media channel include communicating to customers in the channel of their choice; ability to spot trends and take action; practicing customer engagement; making it personal; identifying service, product and process improvements; Improving customer satisfaction and loyalty and empowering your employees to take ownership.

Video 6: Employee Engagement

Employees are truly engaged when they have a deep and broad connection with their company and a voluntary and enthusiastic commitment to its success. Full engagement exists when every employee works at the top of his or her game, going the productive extra mile without thinking twice.

Video 7: The Virtual Workforce

Home-based agent programs have certainly got the attention of the contact center industry and for good reason. A well thought out and executed program will increase employee and customer satisfaction as well as production while decreasing operating costs. Centers will increasingly see this model as an attractive alternative that offers flexible schedules, increases retention, cuts costs and attracts top-performing employees. If you aren’t considering a home-based agent program, beware. Chances are your competitors are.

Video 8: The Customer Experience

Contact centers play a big role in how their customers view the company. A good customer experience with the contact center can make the difference between a happy customer and a former customer. Making that good customer experience happen on a regular basis requires continuous training and supporting technologies. Employ both of these and you will become known for your good service.

Vegas.comVideo 9: Beyond the Call—Vegas.com Shares its Experiences

Rob Cate, Contact Center Director at Vegas.com, provides an overview of the contact center that supports the single largest travel destination website in world. Learn how this contact center has evolved, increasing agent revenue 347%, cutting staff by 50% and achieving zero agent turnover in the past 24 months.

The Technology Evolution In-Depth

Altivon and Interactive Intelligence