9. September 2009

Webcast: Rapid Web2.0 Adoption Fuels the Transformation into Real Multi-Channel Contact Centres

InVision Software, a leading international provider of contact centre workforce management solutions, invites contact centre managers, operations executives as well as workforce and forecasting managers to view the free webcast “Building a Multi-Channel Contact Centre in the Era of Social Networking”. The web presentation is co-hosted with leading industry analyst Donna Fluss, President of DMG Consulting, and focuses on benefits and challenges of contact centres in the web2.0 era.

The concept of multi-channel contact centres was introduced to the market more than 10 years ago, as the Internet became hot. Market innovators anticipated that the Internet would alter the way that customers and prospects interacted with enterprises and that sales and servicing organisations would be quick to adapt. Surprisingly, most contact centres have not yet become accustomed to the changing needs of their clients: Too many contact centres continue to provide primarily phone-based support. And even worse, when they do provide support for alternative channels – email, chat, SMS (texting), community bulletin boards and increasingly social networking – service levels and quality are inconsistent.

During the 40-minutes online presentation followed by a Q&A session, Donna Fluss, Founder and President of DMG Consulting, and Craig Shambaugh, Vice President Sales at InVision Software, 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 centre and the impact of social networking on contact centre operations and technology will be presented, as well as best practices for forecasting and scheduling in a multi-channel contact centre. 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 access the free webcast “Building a Multi-Channel Contact Centre in the Era of Social Networking” go to: http://www.invisionwfm.com/eng/home/about_invision/events/tmcnet_com_online_webinar.