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Successful Virtual Contact Center Implementations Presented During Free Webinar
A Webinar titled, “Do’s and Don’ts for Successful Virtual Contact Center Implementations” will be presented on Thursday, September 30 at 12PM EST.
Today's virtual call center technology, “allows you to manage multiple centers, tie in the best talent wherever they may be, lower costs and so much more,” Webinar presenters say, adding that however, despite the obvious benefits, “operational and technical challenges can limit your success and profitability.”
Call center assessment specialists BenchmarkPortal (News - Alert) will share advice on people, processes and technology to “ensure your virtual contact center success” during the Webinar, company officials say: “Drawing directly from customer experiences, BenchmarkPortal and webinar host CosmoCom (News - Alert) will explore both operational and technical best practices, as well as common mistakes to avoid.”
The Webinar will present dealing with the human side of a distributed operation, how to manage a virtual call center, security considerations in virtual operations and when to pay attention to agent location, and when to ignore it.
It will also discuss networking strategies and pitfalls for distributed centers and home agents and disaster recovery strategies.
Presenters include Bruce Belfiore, Senior Research Executive at the Center for Customer-Driven Quality, Purdue University (News - Alert), which produces research in the customer contact arena. He works as CEO of the Center’s commercial partner, BenchmarkPortal, which provides best practices information to the customer contact industry under license from the Purdue Research Foundation.
Belfiore is also the Dean of the College of Call Center Excellence in-person courses, working closely with Dr. Jon Anton of Purdue University to bring the College’s curriculum to venues throughout the country.
Steve Kaish (News - Alert), Vice President Product Management and Marketing for CosmoCom, is also presenting. He has over 20 years of business and technical leadership experience in telecommunications products and services.
Prior to joining CosmoCom, Kaish led both product management and architecture teams launching innovative telecommunications products and services at AT&T’s (News - Alert) Bell Labs and at Telcordia Technologies. He holds four patents in the areas of Call Center and Intelligent Network technologies.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi
