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Revamping Call Centers for the 21st Century: Adding Proactive Outbound Communications for Better Results - A Varolii Webinar.

SEATTLE -- During the past 20 years, new communication challenges have emerged, creating a struggle for call centers to find effective ways to interact with their customers. On one hand, call centers are experiencing the impact of communication fatigue as their customers are bombarded with phone calls, texts, letters and emails from companies every day. On the other hand, call centers are relying on archaic dialer technology that hasn't changed much in the past two decades.

In this complimentary Webinar, Elizabeth Herrell, vice president and principal analyst at Forrester Research, and Mary Bartels, director of contact center solutions for Varolii Corporation, will discuss the newest technologies that can help call centers gain customer attention and achieve better results. Bartels will provide real-world case studies of how leading companies have reduced costs and dramatically boosted results by replacing or augmenting predictive dialers with personalized, proactive outbound communications.

WHEN: Tuesday, September 29, 2009, 2:00 - 3:00 p.m. EDT / 11:00 a.m. - Noon PDT

WHAT: A complimentary Webinar offering call center executives insight on how to improve predictive dialer effectiveness with personalized, proactive outbound communications.

Specific topics will include:

* How call centers can better utilize their agents

* Overview of the newest technologies call centers should consider when personalizing communications

* Proven examples of how leading companies have reduced costs and boosted results by replacing or augmenting their predictive dialers with proactive outbound communications

WHO: Elizabeth Herrell, vice president and principal analyst at Forrester Research, focuses her research on enterprise communications, unified communications and contact center applications. She assists organizations in planning strategies for upgrading and unifying their communications solutions, as well as providing contact center assessments. Prior to joining Forrester, Herrell was an analyst for Giga Information Group (acquired by Forrester in 2003), serving the telecommunications market. Prior to Giga, she was the primary analyst for the development of call center solutions strategies at Siemens ICN. Herrell also held marketing management positions with ROLM and IBM, and earned her bachelor's degree in Economics from Notre Dame, as well as an M.B.A from Pepperdine University.

Mary Bartels, director of Contact Center Solutions for Varolii Corporation, provides companies with operational, call center and CRM consulting services. Prior to Varolii, she was a principal at The Call Center Intelligence Agency, providing consulting and interim management services for worldwide contact center operations for clients within the entertainment, communications, financial services, consumer product and service provider industries. Prior to that, she spent 10 years managing call center operations for iQor, AFNI, Kuehne + Nagel and FTD. Bartels earned her bachelor's degree in management and leadership from Judson University.

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Publication:Business Wire
Geographic Code:1U9WA
Date:Sep 22, 2009
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