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Analytics
Best Practices for Implementing a First Contact Resolution
Best Practices and Innovative Approaches that Drive the Effectiveness of Agent Evaluation
Great Debate: “The Evolution to Revenue Producing Centers: Driving the New Approaches to Analytics
How To Find The Highest Impact Improvement Opportunities In Your Call Centers
The High Performance Contact Center -Driving Performance at the Enterprise Level- Insights into Customer Behavior
Convert Your Contact Center into a Strategic Asset
Contact Center Analytics: Improve Enterprise Profitability
Performance Analytics: A Game-Changer for Contact Centers
From Reporting to Performance Management in 30 Minutes
Creating Relevant Performance Metrics: Measuring what Matters
Dashboard Design for Situational Awareness
Mining Customer Interactions for Gold - How Analytics Can Drive Business Results Enterprise Wide
Five Most Common Metrics and Measurement Mistakes
Moving Metrics into Action

Business Intelligence
Your Ultimate Competitive Weapon: Leveraging The Combination of Contact Center Information and Real Time Enterprise Data
Beyond the Queue: Operational Business Intelligence
How to make Effective Use of Customer Feedback
Capturing Real-Time Business Intelligence in Direct Customer Feedback; Closing the Gap between the Contact Center and the Marketing Department
Using Automated Customer Surveys to Improve Agent Performance in Real-Time
Keep Your Customers and Keep Them Profitable: Account Level Marketing

Coaching And Training
How to Develop Effective Coaching Programs for Maximum Results
How to Improve Your Agent Retention: Effective Best Practices to Reduce Agent Turnover
Training Tutorial 2” “’Unscript’ for Better Service and Sales Results”
Finding and Keeping the Right Agent
Training Tutorial 1 “The 20-Minute Coaching Phenomenon: Linking Training to the Real World”
Training Tips and Techniques

Contact Center Best Practices
Real-Time Contact Center Performance Management: Benefits to the Enterprise
The Economics of Customer Relationships
5 Ways to Run Your Support Center Like a Business
Unifying the Desktop – Moving Contact Center Strategies Beyond Efficiency and Into Effectiveness
Validating and Maintaining the Optimum Customer Experience for your Voice Business Solutions - Proactive Testing for Confident Customer Interactions
360QM: External Quality Monitoring (EQM) combined with Internal Quality Monitoring (IQM)…The Next Generation in Quality Assurance
Post-call IVR Surveying: 14-Year Case Study in Building Best Practice
The 'Green' Contact Center: What is the Operational Impact and Business Value of Going Green?
IVR Surveying: Myths, Mystery, and Malpractice
Improving Agent Effectiveness and Customer Satisfaction Where It Makes Sense – At The Point of Contact
How Do You Measure Up? Expert Advice for Contact Centers on How to Pin-Point and Measure the Metrics That Really Matter
Retention Strategies- Building Relationships to Last
Building a Customer-Centric Culture Throughout Your Enterprise
International Roundtables: “The Worldwide Challenge of Selling and Serving”
Connecting the Silos for Customer Growth and Profitability
Practical Examples of Using Six Sigma in the Contact Center
Best Practices for Home Agents

Furniture And Site Design
Workstation Design Tips - Is Your Health at Risk?
Hot Tips: How Your Furniture Purchase Can Pay for Itself

Impact Of Technology On The Contact Center
Service-Oriented Architecture (SOA) and Your Contact Center: How will it impact the administrator, agent and the customer?
Roundtable Symposium: Which of Today's Workforce Optimization Trends Will Become Tomorrow's Necessities?

IP
Voice Self-Service Solutions, At-Home Agents, Optimal Call Routing: Getting the Best Results From New Technology Advances
Remote Agents, A New World of Opportunities for Contact Centers
How to Include Customers in Your Unified Communications Strategy
Great Debate: Unified Communications in the Contact Center: Opportunities and Payoff
First Contact Resolution Revisted - The Case for Unified Communications in the Contact Center
Practical Uses for SIP in the Contact Center
Home-based Agents: A New Reality for Every Call Center
Delivering Top-notch Quality for Customer Interaction in a Virtual World
Streamline your Contact Center and the Customer Experience with Unified Customer Communication

Knowledge Management
New Product Launch- Do Your Agents Have the Post Training Blues?

Multichannel Systems
Why First-Call Resolution (FCR) Still Matters Most, How to Improve On It
Building Customer Relationships One Interaction at a Time
The Customer-Centric Mid-Market Contact Center
The Open Virtualized Contact Center

On Demand Hosted Solutions
Top Ten Characteristics of a Winning Quality Monitoring Form
Breaking the Mold with Hosted Contact Centers - Learn How Hosted Solutions Deliver Value to Large Enterprises
How Hosted ACD Helped Outrigger Hotels Increase Customer Satisfaction- A Case Study
Cincom Outstanding Customer Service Anywhere: Featuring Fine Art by Hyatt and Milacron

Outsourcing
Mix It Up: Strategic Outsourcing of Contact Center Technologies to Improve Customer Service

Performance Optimization
First Call Resolution Strategies for the Contact Center
Smaller Contact Centers—Valuable Tips for Getting the Most from Your People Investments
How Your Trainee Can Sound Like Your Most Experienced Agent
The High Performance Contact Center: Driving Performance at the Employee Level
The High Performance Contact Center
Contact Center Performance Management Roundtable –The Shift from Efficiency to Effectiveness
Six Elements of Building a Business Case for Stronger Customer Interactions
Managing the Interaction at the Moment of Truth
Integrating the Voice of the Customer into your Performance Management Initiative
Customer Feedback: The Power of Real-Time Surveying
Major Industry Trends Impacting Contact Center Performance
Management to Align Your People, Processes, Technology

Predictive Dialer
Making the Right Call to the Right Person — Optimizing the Value of Your Contacts
Driving High-Yield Calling Campaigns
Priority Call Routing Based on Customer Value and its Role in Driving Retention
Outbound Calling is Dead, Or is It?

Quality Monitoring And Recording
Keeping Your Customers: Predicting Customer Churn with Interaction Analytics
What is eDiscovery, and Why Does it Matter to the Contact Center?
Compliance and Risk Management - Call Recording Best Practices
This Call May NOT be Recorded! Are You Breaking the Law?”
Encryption Recording is Not Enough: Complying with Payment Card Industry Data Security Standards
Evaluating Evaluations- Building Superior Scorecards
Extending the Value of Your Call Recordings with Speech Analytics
Maximizing Information