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Enterprise Connect 2024 Schedule

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Decoding Contact Centers: How to Boost Performance and Value

Brad Cleveland  (Founding Partner and Senior Advisor, International Customer Management Institute (ICMI))

Date: Monday, March 25

Time: 12:00 pm - 4:00 pm

Pass Type: Half-Day Training - Get your pass now!

Session Type: Training

Vault Recording: TBD

Is your enterprise's contact center operating at its full potential? Are you leveraging technologies, processes, and support to maximize the contact center's performance and value? This session will cover what differentiates the best from the rest. Join globally recognized author and consultant, Brad Cleveland, as he humorously and skillfully unravels the dynamics that drive leading contact centers. The session is tailored for anyone responsible for or part of supporting contact centers—IT teams, analysts, consultants, senior-level leaders, and others. This is not a review of specific technologies—rather, an objective look at how contact centers operate and how and where the right technologies and processes can supercharge performance.

Outline:
  • Challenges unique to contact centers
  • The three levels of potential value
  • The planning and management process
  • Immutable laws defining contact centers
  • The 7 metrics that gauge progress
  • Supercharging performance and value