Webinars

Restrictive consumer privacy laws can diminish the effectiveness of telephone-based selling, turning your most valuable marketing tool into an inefficient legal liability. This webinar will cover the basics of honoring Federal, state and other Do-Not-Call (DNC) regulations using an integrated phone/Web solution. We will explore the use of exemptions to increase lead pools. This webinar will also show how these services can be used to carefully monitor sales call performance on an individual or team basis.

Today’s contact center can feel like the world’s greatest juggling challenge. As if phone calls, chat, email and faxes weren’t enough to handle, contact centers are now responsible for such challenges as setting strategy around the social media explosion, handling a growing number of customer contact channels and facing an ever more sophisticated customer.

At the same time, contact centers are still accountable for balancing three competing business goals:

1) Increasing the lifetime profitability of each customer.
2) Creating brand loyalty and retention through a world class customer experience.
3) Minimizing the operational cost of the contact center.

In this session, you’ll learn specific best practices that will enable you to lead your business in the face of today’s challenges, as well as measure your performance against and balance the demands of the modern contact center.

Attend this webinar to learn how new media sites such as Linkedin, Twitter and Facebook are impacting our industry. In the world of multi-channel communications, explore how to best use these sites to interact with your customers and improve your business and your contact center.

Every contact center is on the never ending quest to improve operational performance and/or customer satisfaction. Many of us have already implemented quality management programs, are using customer survey tools, or both, but most contact centers still operate these programs independent of each other. Pairing your customer survey tool with a quality management (QM) tool can help give you a 360 degree understanding of your agents' ability to deliver exceptional customer service in the most efficient way possible. Join this webinar to learn how to capture this data and how to utilize it to improve your customers' satisfaction and improve agent performance.

Are you nearing the end of life or facing capacity constraints with your current hardware and software? Is there a need to build a disaster recovery and business continuity plan? Are you facing a costly hardware/software upgrade cycle? Do you need to integrate social media into your contact center strategy? Join us for this important webinar where experts in the cloud based arena will teach you what you need to know to overcome these issues.

What Attendees will learn:

• What cloud based solutions are available for your contact center
• How to develop a strategy and tactical plan to migrate to the cloud
• Real life example from a customer who made the switch
• What the industry analysts are saying about cloud computing for the contact center space

The full benefits of remote agent programs are difficult to achieve without the right processes in place to scale beyond pilot programs. Join Gunnar Hood from The Hartford and Michele Rowan with Customer Contact Strategies for real-world tips on building or scaling a sustainable at-home program.

You’ll hear how to:
• Manage the transition from center to home
• Build a training and communications program that works remotely
• Align at-home agents, center agents and your goals
• Enable remote coaching and supervision

Panelists:  
Gunnar Hood
General Manager, Affinity  Personal Lines, The  Hartford

Michele Rowan
President Customer Contact Strategies and former VP of Performance Management for Hilton Hotels  

Matt McConnell
CEO, Knowlagent

Joe Dean
Senior Product Manager, inContact

Every call center has its enemies. Whether it’s solutions that require ongoing and costly upgrades, ineffective tools, staffing inefficiencies, technical complexity or low visibility into agent performance and customer satisfaction, your call center’s profitability is being tested by a number of call center villains.

These villains present you with a choice. You can continue to let your call center get beaten back, losing hundreds of thousands of dollars a year, or you can take matters into your own hands and fight back.

Fighting back may sound daunting, but with the right call center arsenal, taking down the bad guys is actually pretty easy. Learn how the inContact solution helped Corran Ashby become a hero at Hall Automotive by creating a complete customer centric system that interfaces with multiple CRM and back office systems, increased production by 350 percent while also cutting the price-per-call from 83 to 23 cents.

If you are selecting or planning to select at-home agents, then join us to learn practices that will drive success for your program. You'll learn:

- How to find, select and retain the best at-home agents
- What to expect when moving in-house agents home
- Best practices in the on-boarding process
- Measuring retention in-house vs. at-home

Panelists:  
Michele Rowan, former VP of Performance Management for Hilton Hotels and current President of Customer Contact Strategies
Matt McConnell, CEO, Knowlagent
Greg Smart, Sr. Product Manager, inContact

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.

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 

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.

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.

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

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.