Operational Efficiency in the Contact Center
In this time of tight budgets, how can contact centers provide top notch service at the lowest possible cost? Join us to explore ways in which technology and business process can meet to ensure that goals are met and budgets are not stretched.

Harnessing Technology to Get Meaningful Metrics
Metrics in today’s contact centers must reach far beyond tactical-oriented information, and deliver insight on caller experiences, business impact and organization-wide responsibilities. If your center is trying to up the strategic ante and tackle measures such as First Call Resolution, Voice of the Customer, and multimedia/multichannel contact handling, this panel is for you! We’re bringing together a team that can tell you not just the “what,” but the “how” of capturing, reporting, and communicating the things that really matter to your organization and your customers.

Improving Efficiencies and Service with Text Chat
There’s a lot of talk these days about incorporating text chat into contact centers—but what are the real benefits? Find out how RDI Marketing Services, a provider of call center services, is using chat to improve service and streamline operations for its diverse client base. They’ll share how using this technology—both externally with clients and consumers, and internally between agents, supervisors and remote agents—has allowed them to realize benefits not possible with phone-only interactions. You’ll get the hard data you need to determine whether chat is right for you.