Within and Beyond the Contact Center - Real-Time Proactive Business Management
Presented By: Sheila McGee-Smith, the founder of McGee-Smith Analytics; and Marsha Calfee, Director, Product Marketing, Informiam
Date: On Demand Available May 1st
“Knowledge is power.” Unfortunately most organizations rely only on the data within the contact center to measure the success of their customer experience initiatives. To help proactively manage your customer’s experience, organizations must look beyond the walls of the contact center and utilize enterprise data.
You will learn:
--How to identify the communities within your business that could not only use, but are clamoring for real-time contact center intelligence
--What is required to manage unexpected events that could potentially derail your initiatives
--What are the differences between ACD reporting and Proactive Business Management
About the Presenters
Sheila McGee-Smith | Sheila McGee-Smith, the founder of McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant focused on the contact center and CRM markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. |
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Marsha Calfee | A 15 year veteran of CRM, Marsha Calfee has held several senior management positions with a variety of CRM software companies in Atlanta. Currently Marsha is the Director of Product Marketing for the Informiam. Marsha served as the Vice President of Consulting Services for Marsha’s long career in the CRM industry includes senior management positions in product management, consulting, development, training, and CRM delivery for companies such as Infor, NetBank and Firstwave. |