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February 25, 2010

What if just 45 minutes could save you a million dollars?

With cloud solutions from inContact, it just might. So, take a little time out of your busy schedule and see how easy it can be to revolutionize your call center and your budget with our “Premise-to-Cloud” webinar.

Tune in as Brandon Dotts, Service Delivery Manager 211 San Diego and Rodney Sackett, Chief Technology Officer 211 San Diego talk about their transition from premise-to-cloud experience. They’ll discuss their hesitations, their decisions to switch over, the easy implementation and the great results they found.

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Long Time, No See: How to Keep Work At-Home Agents Connected

November 10, 2009

Recently, 70 percent of at-home proponents said that issues dealing with people and the processes to manage them were the biggest challenges to scaling an at-home agent program. People issues can be overshadowed by technology and other start-up concerns, but experienced practitioners say that if you’re not positioned to nail these key factors from the start, you will shortchange the program and put your results at risk.

Join guest speaker Michele Rowan of Customer Contact Strategies as she reveals how she led the Hilton@Home program to success. Also hear from Sarah Williams of inContact to learn best practices around keeping agents connected through eLearning.

When: Tuesday, November 10, 2009
Time: 2:00 PM - 3:00 PM EST

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Connecting the Clouds

November 3, 2009

Considering cloud computing for your contact center? Learn how Ventyx, a leading business solutions provider to global energy, utility and communication companies, increased agent productivity by migrating from an enterprise premise-based CRM to Salesforce CRM. Also hear from inContact and how they help their customers achieve greater productivity with CTI integration.

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Finding the Way Home: How to Design Your At-Home Agent Framework

April 7, 2009

Finding the Way Home: How to Design Your At-Home Agent Framework

Home agents – you’ve heard the hype. If you want the results, attend this session to do your homework.

Join our guest speaker Krystal Sautter, of Moving Beyond the Bricks, as she outlines what it takes to get moving. Krystal’s success implementing a home agent program for a Fortune 250 company enables her to share:

• How to use virtual infrastructure
• How to staff for at-home positions
• How to manage, train and coach home agents
• How to measure and evaluate your results

*Plus, you’ll also see what your peers are doing with exclusive benchmarking for attendees.

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Curing the Seven-Month Itch

January 1, 2009

How do you get the right agents on the team and keep them there? Hear how Entergy, an energy provider to 2.7 million customers, was able to use critical data about existing agents to get the right agents in the door and improve retention efforts for agents on the floor. You will learn:

How to determine what factors are most impacting your attrition
How to focus on what matters most to keep existing agents
How to orient the hiring process to what matters most

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Where There's a Will There's a Way

September 30, 2008

Learn how LegalZoom met the challenges of rapid growth, costly turnover and limited resources by giving process its due. The nation's top online self-help legal document service created a process that integrates call center best practices with unique insights about its existing agents.

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