SaaS in the Contact Center an Attractive Alternative During a Down Economy
Tuesday, December 9, 2008, 2:00pm ET / 11:00am PT

Customer service is a hot topic in boardrooms everywhere. This reflects today’s harsh economic realities, with fierce competition, demanding customers, and cost-cutting mandates, yet it also represents an unprecedented opportunity for the contact center industry. Companies are virtualizing their contact center operations in an effort to improve service delivery, operational efficiency, and business profitability. However, the challenges of managing a virtual contact center environment are many. How do you connect the right customer to the right agent – no matter where the agent is located? How do you measure service level adherence across distributed agents and organizations? More importantly, how can you optimize resources and technology for enhanced customer service?

PRESENTERS:
Dan Miller, Senior Analyst, Opus Research
Prem Uppaluru, Chief Executive Officer, Transera
Rich Tehrani (Moderator), President, Group Editor-in-Chief, TMC

To view this webinar, “SaaS in the Contact Center an Attractive Alternative During a Down Economy”

Categories: Opus in the News