Contact Center Innovation: What the Future Holds

This FREE webinar was recorded on:
Tuesday, April 20, 2010
02:00 PM - 03:00 PM EDT
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Running an effective, profitable customer-support operation is like spinning a stack of plates. One plate is speed of delivery, another one is quality of support and yet another is cost of operations. Each plate is critical to the success of the organization. And a strong metrics program is what keeps all the plates in perfect balance. 

Join us for an interactive Webinar with John Ragsdale to learn which qualitative, quantitative and cost metrics to include in a dashboard for customer service or technical support. Ragsdale will demonstrate how companies are leveraging innovative remote-support platforms to create and automate effective dashboards.

Attend this Webinar to learn:

  • Strategies for measuring success and improving service quality
  • Key metrics for 2010
  • How to predict problems before margins are impacted
  • And more…


John Ragsdale
Vice President of Technology Research

John's area of expertise is in creating strategies for improving the overall customer experience and services operation through the use of technology. John drives the Association’s highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies.  Prior to joining the Association, John spent over six years at Forrester Research as Vice President and Research Director.