Building A Modern Call Center From The Ground Up: The Next Generation Call Center
Wouldn't you be interested to see the most "advanced call center in the world?" Well that's precisely what Graham Kingma proclaims about his brand. In his case study presentation Kingma, Head of Call Center Operations for WIND Mobile, shows us how he and his team managed to leverage social media tools to generate revenue and cut costs. Hear the results-proven strategies for WIND Mobile who Avaya claims has "the most advanced call center in the world." All organizations are looking for ways to leverage social media to cut costs and generate revenue, but most haven't figured out how to do this.
WIND Mobile has managed to put social media to work to create buzz around its launch. In this webcast find out how WIND Mobile generated one million hits to its website even before launching the wireless service. Learn how contact center agents play an active role in Facebook and other social media sites.
Also find out how WIND implemented hiring innovations, including salaried contact center agents and 4 day/10 hour shifts. Tap into some of the hard-hitting out of the box training techniques. These include participation from the contact center agents who participate in improvisational comedy classes. In addition find out how we effectively used videos to capture some of the contact center agent's best customer service experiences.
Hear the WIND Mobile story of turning around a brand through powerful technology. Leverage a brand new technology application to service and interact with customers. Find out how WIND Mobile is one of the very first companies in the world to implement a new technology that connects agents and customers real time all the time.