BenchmarkPortal Plans Blended Contact Center Certification Workshop at AVAYA Dialer Event
September 04, 2012
By Tracey E. Schelmetic
, TMCnet Contributor
While some contact centers focus on inbound work and others focus on outbound work, the most complex contact centers do both, operating a fully blended environment. The challenges are many. Managers in blended contact centers are often challenged to determine precisely what their goals are, how to maximize efficiency of blended resources and how to improve performance. Many companies have found that studying the tactics of highly successful blended contact centers can help.
At the upcoming AVAYA Predictive Dialer System User Group Summit event in Las Vegas taking place from September 17 to 19, call center benchmarking, certification, training and assessment organization BenchmarkPortal (News - Alert) will be offering a pre-conference workshop called “Executive Tactics: for Revenue and Results: A College of Excellence Hands-on Managers' Workshop.”
Attendees will collaborate on real-world case studies, identifying pain points and determining how targeted improvements can boost performance in outbound and blended centers. In three modules, attendees will learn to understand the strategic value of outbound and inbound activities, to establish specific metrics goals to be effective and efficient in operations while still supporting strategic goals, and to improve performance results for greater revenue and reduced cost. All participants will receive a complimentary benchmark report for their contact centers following the workshop.
The workshop will feature Dru Phelps, noted industry expert, Senior Instructor of the College of Call Center Excellence, BenchmarkPortal Senior Consultant and co-author of the book, “How to Conduct a Call Center Performance Audit: A to Z.”
The summit will also feature “how to” sessions on more advanced uses of Avaya (News - Alert) predictive dialer equipment, many of which will be conducted by fellow users. The focus will be on dialer productivity, utilization and reporting, mixed with ancillary product offerings and opportunities.
For more information about the summit and the workshop event, click here.
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Edited by Stefanie Mosca