Export the Contact Center up the Value Chain: Managing Beyond Traditional Queues

In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations.  In the effort to deliver higher value service to many clients and stakeholders we are seeing innovative applications of contact center methodologies
beyond the traditional contact center environment.  Examples include high value agents moved outside of standard queues, expanding metrics and reporting technology to all critical points of contact to provide benefit to the organization beyond just recording a call.

This session will demonstrate how a companies can leverage the value of the
contact center across the entire organization, with a distinct focus on:

• Benefits of overlaying contact center methodology to key roles across geographies
• Enabling the high touch of DID and other direct points of contact
• Mining all customer interactions for actionable business intelligence
• Case study of the real benefits that a large financial services company has seen as a result

Presenters:

Koray Parmaksizoglu
Director Client Services
Telax Hosted Call Center