Looking toward the cutting-edge of call/contact centers and CRM; Call center 2.0: if you're not there, you will be left behind!As it is the beginning of a new year, it's time It's Time was a successful political campaign run by the Australian Labor Party (ALP) under Gough Whitlam at the 1972 election in Australia. Campaigning on the perceived need for change after 23 years of conservative (Liberal Party of Australia) government, Labor put forward a for this magazine, which laid the foundation for the multibillion dollar call/contact center and CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. industries, to focus on what's ahead for the coming year and beyond and share this critical insight with our valued and faithful readers. Do You Have The Knowledge You Need To Make Decisions? There are many important issues facing contact centers today. Older solutions need replacing, not with newer models of old solutions, but in some cases, entirely new technologies and delivery methods. These new technologies, delivery methods, services and business processes are collectively known as "Call Center 2.0," and TMC TMC Technology Marketing Corporation (Norwalk, Connecticut) TMC Texas Medical Center (Houston, TX) TMC Traffic Message Channel TMC The Movie Channel TMC Traffic Management Center is on the forefront of it. Call Center 2.0, which is collocated with our blockbuster show Internet Telephony Another term for IP telephony and VoIP. In the late 1990s, some people made a distinction between Internet Telephony and VoIP: Internet telephony referred to voice over the public Internet, while VoIP referred to voice over private IP networks. Conference & EXPO, will take place January 23rd to 25th, 2008, at the Miami Beach Miami Beach, city (1990 pop. 92,639), Dade co., SE Fla., on an island between Biscayne Bay and the Atlantic Ocean; inc. 1915. It is connected to Miami by four causeways. Convention Center in Miami, Florida “Miami” redirects here. For the Native American tribe, see Miami tribe. Miami is a major city in southeastern Florida, in the United States. It is the county seat of Miami-Dade County. Miami is a gamma world city with an estimated population of 404,048. . A Can't-Miss Event! Why do you need to be there? You may not be feeling confident about your knowledge and ability to make the kind of business-impacting decisions that need to be addressed in order to ride the wave of Call Center 2.0. (And if you don't, you will certainly be left behind!) As you face making new technology and services purchases, consider the following: * You've heard a lot about soft-ware-as-a-service, but do you really know whether it will benefit your business as opposed to the older premise-based model? How does SaaS differ from the hosted model? What applications does it make sense for? * What small steps can I take to make big impact on service levels, KPIs, schedule adherence An automated or manual process of ensuring that the number of agents available to handle calls in a call center "adheres" to the projected schedule of agents needed. In most cases, the sequence is (1) An ACD reports the call history. , customer satisfaction, employee turnover and the bottom line? * Where has CRM gone in the last few years? It's a great deal different from what it used to be. Do you know how and why? * What makes up the umbrella term A term used to cover a broad category of functions rather than one specific item. In many cases, a term is so catchy that it tends to be used for technologies that are a stretch from the original concept. See middleware and virtualization. "workforce optimization," and why and how does it improve contact center operations as dramatically as it does? How can you take advantage of it? * How can analytics help you to improve your business dramatically? * How can you make sure your contact center is protected against serious security threats? How can you make sure you have a good disaster recovery plan in place? * What are the benefits of going all-IP in the contact center besides the obvious savings on long-distance costs? * How can I set up a virtual or distributed contact center? * Can I take advantage of the array of benefits offered by home agents? If so, how? Over 1,000 attendees are expected to come to the Miami Beach Convention Center specifically for Call Center 2.0. (More than 7,000 total attendees are expected to Internet Telephony Conference & EXPO.) The majority of these attendees are top-level executives, coming to the show to learn more about the latest technological and service innovations and to make final purchasing decisions on the technical products they need. We hope you'll be among them! Typically, 48 percent of attendees are company executives--CEOs, company presidents and owners, and other CXOs. Twenty eight percent are IT management: the people responsible for implementing and using the technologies. The remaining portion of attendees are call center management: those people determining the needs for the technologies. What You Will Learn Having pioneered this industry for the last 26 years, since 1982, and trained countless contact center executives, it's only reasonable to say that no other event addresses this critical horizon for the contact center--or is even qualified to do so. Call Center 2.0 is exclusively the place to come to learn about the issues. Attendees can come away with the following valuable information: * Learn how IP communications A general term for networks that use the IP protocol for voice (VoIP) and video traffic. See IP telephony. solutions can improve efficiency, reduce costs and increase the level of service provided to their customers; * Use IP communications to equip home agents with ubiquitous network access; * Develop a plan to maintain business operations Business operations are those activities involved in the running of a business for the purpose of producing value for the stakeholders. Compare business processes. The outcome of business operations is the harvesting of value from assets when disaster strikes; * Learn strategies to seamlessly integrate home agents and remote workers into their operation; * Gather research to choose between a premise-based system or hosted solution; * Learn how to improve customer experiences using an "on-demand" services model; * Improve the success of overseas operations using IP technology; * See how advanced workforce optimization solutions can improve productivity; * Plan their migration strategy to IP, ensuring complete business continuity with zero downtime The time during which a computer is not functioning due to hardware, operating system or application program failure. ; and * Design the perfect distributed contact center. In short, Call Center 2.0 is the "can't-miss" event of 2008. I look forward to seeing you there and welcoming you in person. As always, I welcome your comments. Please e-mail them to me at ntehrani@tmcnet.com By: Nadji Tehrani Nadji Tehrani is an American businessman, the founder and CEO of Technology Marketing Corporation (TMC), which publishes magazines and runs conferences devoted to the business of telemarketing, a word on which Tehrani himself holds a registered trademark. , Founder, Chairman & CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. , Editor-in-Chief, Technology Marketing Corporation [ILLUSTRATION OMITTED] |
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