Panelist

Tom Milligan
VP of inContact Sales Operations, UCN Inc.
Tom is Vice President of Sales Operations for UCN, Inc. (www.ucn.net). He has over 17 years experience in the contact center industry. Tom oversees all aspects of product implementation, support, consulting and professional services for UCN's technology products, including inContact, WFM, and Echo. Prior to joining UCN, Tom's experience includes positions with Franklin Covey, HealthRider, I-Link, and eCallogy - the primary contact center vendor for the 2002 Salt Lake Olympic Winter Games - where he served as VP of Operations.

Discussion by Tom Milligan

Thursday, July 12
12:00 MDT (2:00 PM EDT)

Deciding to go VoIP does not mean taking a full plunge!

Determine how VoIP best fits into the equation by comparing various connectivity scenarios and building a cost analysis for your organization. Learn what type of connectivity may be the most economical for your specific application. An ideal connectivity structure allows a contact center manager to build cost effective applications that enable and enhance the interactions across the link between parties.

In this webinar, you will learn:

• How to compare different connectivity scenarios and end up with a solid cost analysis
• How to understand and document some of the costs associated with different types of connectivity
• What type of connectivity may be the most economical for your specific application
• The modern communications applications that are “Connectivity Agnostic”

Panelist

Dr. Jon Anton
“Dr. Jon” is a professor at Purdue University and the director of the Center for Customer-Driven Quality, an organization that hosts a leading a program in contact center management. As a research practitioner and industry expert, Dr. Jon has created the largest database of call center performance metrics in the world, written 26 books and 143 papers, and has given over 100 keynote speeches in 17 countries. He specializes in enhancing customer service strategy through inbound call center, and e-business centers. Dr. Jon’s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Masters of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive executive education program in Business at the Graduate School of Business of Stanford University.

Discussion by Dr. Jon Anton

Thursday, June 28
12:00 MDT (2:00 PM EDT)

Is your IT department frustrated with the complexities of your contact center?

Point solutions often require “integration” to make them work seamlessly to produce the desired effect. Examples might be workforce management, call recording and monitoring, call routing and more. Another breed of vendors has evolved: “all-in-one” solutions. The difference is simple and complex at the same time. BenchmarkPortal found that 82% of all companies have purchased and installed point solutions to enable their various processes. The difference between all-in-one and point solutions is simple and complex at the same time. All-in-one means that the solutions were developed from the “bottoms up” with the purpose of “working well together,” meaning no integration needed.

In this webinar, you will learn:

• The true meaning of a point solution
• The true meaning of an “all-in-one” solution
• Why the cost of integration can be enormous initially, and on-going
• Why integration of solutions is paramount to running an effective and efficient contact center

Panelist

Dr. Jon Anton
“Dr. Jon” is a professor at Purdue University and the director of the Center for Customer-Driven Quality, an organization that hosts a leading a program in contact center management. As a research practitioner and industry expert, Dr. Jon has created the largest database of call center performance metrics in the world, written 26 books and 143 papers, and has given over 100 keynote speeches in 17 countries. He specializes in enhancing customer service strategy through inbound call center, and e-business centers. Dr. Jon’s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Masters of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive executive education program in Business at the Graduate School of Business of Stanford University.

Discussion by Dr. Jon Anton

Thursday, June 21
12:00 MDT (2:00 PM EDT)

Have you identified your two biggest challenges?

The two biggest challenges most call centers report, is acquiring much-needed, enabling technology to make the center more effective and efficient. Budgets are always tight and capital appropriation requests often result in a resounding “no!” In addition, even if the money is appropriated, the need for IT support is always a problem.

In this webinar, you will learn:

• How off-premise solutions do not require any capital outlays
• How off-premise solutions to not require any IT resources
• How “hosted” solutions are truly “on-demand” and “pay-as-you-go”

Panelists

Dr. Jon Anton
“Dr. Jon” is a professor at Purdue University and the director of the Center for Customer-Driven Quality, an organization that hosts a leading a program in contact center management. As a research practitioner and industry expert, Dr. Jon has created the largest database of call center performance metrics in the world, written 26 books and 143 papers, and has given over 100 keynote speeches in 17 countries. He specializes in enhancing customer service strategy through inbound call center, and e-business centers. Dr. Jon’s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Masters of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive executive education program in Business at the Graduate School of Business of Stanford University.

Anita Rockwell,
VP of Echo Solutions, UCN, Inc.
Anita is a certified contact center auditor specializing in assisting contact center managers in optimally integrating people with processes and technology. Anita's primary passion is around creating the optimal environment in the contact center, with a special emphasis on the dynamics required to release the potential of each team member. In 2001, Anita co-authored a professional book entitled, Minimizing Agent Turnover with Dr. Jon Anton.

Discussion by Dr. Jon Anton and Anita Rockwell.

Thursday, June 14
12:00 MDT (2:00 PM EDT)

Is your center following best practices for agent performance rating and coaching?

Learn 8 key points to improve customer satisfaction, agent performance and to reduce QA costs through automation. We’ll discuss why inviting the caller to provide direct feedback regarding the service experience can make an immediate impact. BenchmarkPortal found that only 36% of all centers do any type of post-call surveys to collect caller feedback. However of the 64% who don’t do post-call surveys, 88% are evaluating ways to accomplish this very important task. The purpose of this webinar is to compare several proven methods of conducting post-call surveys.

In this webinar, you will learn:

• How to design a short, compelling survey that will have a high response rate
• How to best launch the survey to maximize caller response
• How to use powerful analytics to turn caller feedback into actionable information

Panelists

Joey Skinner
WFM Product Manager
Joey has over 18 years of software experience spanning areas including development, sales, marketing, and management. As a leading WFM authority, Joey was the principal architect and developer of AutoSched, used by over 90% of the global semiconductor manufacturing industry. Additionally, Joey was product director for another successful manufacturing scheduling product also deployed heavily throughout the manufacturing industry. Joey earned a B.S. degree in Electronics Engineering Technology from Weber State University.

J. Andrew Judkins (Drew)
VP of Product Management
Drew is Vice President of Product Management for UCN, Inc. He has 15 years experience working with call centers. Drew was founder and CEO of ScheduleQ, LLC, the first provider of hosted multi-tenant workforce management. He was also co-founder and CEO of MyACD Inc., a provider of on-demand call center ACD and IVR software. Additionally, Drew was a co-founder and principle of a startup company, Cumulus Information Services. Drew earned a B.S. degree in Computer Science and Business from the University of Utah.

Discussion by Joey Skinner and Drew Judkins

Thursday, June 7
12:00 MDT (2:00 PM EDT)

Using manual scheduling tools such as spreadsheets? Do you find yourself frequently over- or understaffed?

Recent advancements in contact center technology have improved WFM scheduling effectiveness giving managers greater control with accurate forecasts and automated outreach during unplanned demand fluctuations. Today’s efficient contact centers are tossing aside their spreadsheets in favor of more flexible, feature-rich tools suited to the dynamic nature of this business. During the last decade, contact center technology providers have produced significant advances that give managers more control over their constantly changing environment. Today’s WFM products facilitate real-time communications between mangers and agents and improve tracking of real-time schedule adherence, while reducing the complexity and associated costs. The new breed of WFM solutions for contact centers integrates with an ACD system and takes into account variables unique to the contact center industry, such as multi-skilled agents, agent proficiency levels and mixed contact media.

In this webinar, you will learn how to:

• Easily manage agent work schedules including a distributed workforce
• Offer a collaborative scheduling tool to improve employee satisfaction
• Improve agent retention
• Implement real-time adherence tracking through ACD
• Improve agent adherence to schedules
• Achieve and maintain optimal service levels
• Reduce labor costs
• Enable your center to respond quickly to staffing demands
• Reduce managerial time and resources relating to employee scheduling
• Improve customer satisfaction
• Reduce customer time spent in queue

This panel includes:

Mark Del Franco Managing Editor, Multichannel Merchant [Bio] Todd Tanner Principal and Founder The Tanner Group [Bio] Tom Milligan Vice President, inContact Operations UCN [Bio]

Link: Webinar

Description:
Like most businesses, your contact center has to be more flexible than ever before to compete in today’s rapidly changing market. You need to be able to scale capacity up or down as business requirements change. You need to be able to support at-home workers with the same set of robust features and functions, and reporting, monitoring and recording tools as you have for your in-office.

You may think that such flexibility is available only to the big boys with deep IT budgets. Not true. Even the big boys have been held hostage by their inflexible, big iron investments. With today’s technology and pricing options, every operation, from large to small, can take their existing gear and “flex it.”

In this Webinar, you will learn:

• How to seamlessly blend your remote and in-house workers into a unified operation.
• How to enable your customers to communicate with you the way they chose, not the way your gear chooses.
• How to deploy database integration with your call handling technology in one hour or less.