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Contact Center Monthly Podcast
Welcome to the Informiam Podcast
Grab your headphones and plug in to hear Informiam's expert opinion on issues around today's rapidly changing contact centers. Listen now or save to your desk top and listen later. Subscribe now to keep up with the latest trends and information related to proactive contact center management and other customer service issues.
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Latest Podcast
Click on the title or the play button to listen to a Podcast through your Internet browser, or right click on the title and click "save target as" to download as an MP3 to listen later or send to a friend. The easiest way to stay up to date and make sure you have the latest Podcasts to subscribe.
- Part 2 - What is Proactive Contact Center Management and Its Benefits
Reports are history! Today's leading customer service organizations no longer rely on historical reports to manage their day-to-day operations of their contact center. Rather, they have transitioned from a rear view, reactive approach to a forward-looking proactive approach. With Proactive Contact Center Management, automated analytical systems let them know when and where they need to focus their attention. Immediately addressing issues that affect small isolated groups of customers allows them to manage the customer experience before the entire enterprise is impacted negatively. Since each customer is unique, managing to an "average" is no longer acceptable.
This podcast is the Second in a two part series in which Larry Skowronek, Senior Vice President of Product Management at Informiam, discusses "How to" of Proactive Contact Center Management. In part two Larry will focus on:
· How to Manage your Contact Center Proactively
· Who Benefits and How, from Managing Proactively.
- Part 1 - What is Proactive Contact Center Management and what are the benefits to you and your customers.
Reports are history! Today's leading customer service organizations no longer rely on historical reports to manage their day-to-day operations of their contact center. Rather, they have transitioned from a rear view, reactive approach to a forward-looking proactive approach. With Proactive Contact Center Management, automated analytical systems let them know when and where they need to focus their attention. Immediately addressing issues that affect small isolated groups of customers allows them to manage the customer experience before the entire enterprise is impacted negatively. Since each customer is unique, managing to an "average" is no longer acceptable.
This podcast is the first in a two part series in which Larry Skowronek, Senior Vice President of Product Management at Informiam, discusses Proactive Contact Center Management. In part one Larry will focus on:
· What is Proactive Contact Center Management
· Terms associated with proactive contact center management
· Benefits that can be derived through Proactive Contact Center Management, and
· Why you should be managing your contact centers proactively
