InVision Software and DMG Consulting Present Free Webinar
InVision Software, a leading international provider of contact center workforce management solutions, today announced an upcoming web event co-hosted with leading industry analyst Donna Fluss, President of DMG Consulting. The webinar, “Building a Multi-Channel Contact Center in the Era of Social Networking”, is focused on benefits and challenges of contact centers in the web2.0 era and presents best practices for forecasting and scheduling in a multi-channel contact center. The one-hour event is scheduled for Thursday, August 13, 2009, at 2 pm ET and will be presented on www.tmcnet.com.
The explosive growth of social networking is forcing enterprises to change how they interact with their customers, prospects, partners and investors. The telephone remains the primary communication tool between businesses and their customers. However, as Generation Y“ers and Millennials take their rightful place as leading consumers, they are showing a preference for communication channels such as SMS, chat and email. Video is also slowly making inroads and social networks and communities are threatening to alter many hard-won contact center best practices. Enterprises must keep up with changing channel preferences or risk having customers defect to companies that have realized what it takes.
During this one-hour webinar, Donna Fluss, Founder and President of DMG Consulting, and Craig Shambaugh, Vice President Sales at InVision Software North America, will give a review of the emerging channels and the year they are expected to become essential to leading verticals such as financial services, retailing, telecommunications, high-tech, travel, government and education. The new multi-channel contact center and the impact of social networking on contact center operations and technology will be presented, as well as best practices for forecasting and scheduling in a multi-channel contact center. Attendees will learn how to do multi-activity scheduling in a multi-channel environment and how to involve and empower agents improving their work/life balance in the era of social networking.
To sign up for the free webinar “Building a Multi-Channel Contact Center in the Era of Social Networking” please register here: