Small to mid-size businesses have generated 60 to 80 percent of net new jobs over the past decade and are the growth engine of the U.S. economy. But growing a small or mid-size business is a challenging task. You want the additional capacity and capabilities to provide differentiated customer service, but lack the resources to manage traditional world-class contact center technology. As your business expands and you compete at increasing higher levels, factors such as productivity, flexibility and cost-per-contact center separate those who succeed from those who don’t.

Join us for a webinar, where we’ll discuss the special needs and advantages of smaller contact centers and share some valuable tips about getting the most from your people and your investments. This webinar will cover:

• The impacts of attrition and attendance on smaller contact centers and how to deal with it
• The value of a close-knit community of CSR’s that really care
• The magnitude of assuring contact quality
• The importance of accuracy and consistency
• The setting of goals and measuring of performance
• The ways to use time efficiently
• The value of capturing and sharing valuable customer input
• The essentials you need to run a modern contact center and how to justify the investment

Additionally, we’ll discuss the advantages of utilizing an integrated solution without taxing your business and enabling you to compete with the big boys—all at a price you can afford.

You never get a second chance to make a good first impression. So why not make it professional! You won’t want to miss out on this webinar.

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You have made the business decision to go remote. You are ready to reduce your costs by taking advantage of the most available, highly skilled call center agents. Where do you go from here? How do you determine the best location for... the dialer? the agents? operations management?

In this session, we will discuss different topologies for deploying a distributed call management solution. You will learn what effect the topology has on voice quality, call classification, answering machine detection, bandwidth requirements, and ability to meet FTC regulations. We will also discuss the role of VoIP in setting up remote locations and home agents.

SER’s Chief Technology Officer, Larry Mark, will be joined by Bryan Overcash, Executive Vice President and Chief Financial Officer and Bob Dunmire, Vice President of Technology Services of Global Contact Services. GCS is a leader provider of integrated customer care solutions for major corporations throughout the United States. Through their network of strategically located contact centers, GCS makes more than 2 million customer contacts a month for many of the Fortune 100 companies including: AIG, Bank of America, Valero Energy, JP Morgan Chase, Verizon, Wells Fargo, Wachovia, American Express, Washington Mutual, and HSBC. GCS will discuss steps they took toward deployment of a distributed call management solution. Additionally, GCS will highlight the benefits and cost savings they derived from building an integrated, seamless remote infrastructure for its 11 contact centers throughout the United States.

If you are serious about setting up remote call center operations, this is a MUST ATTEND EVENT.

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Do you ever wonder what caused call volume fluctuations, why customers left, or why your sales and marketing campaigns fell short of expectations? Most likely, your customer-agent interactions already contain the underlying answers. Speech analytics solutions can bring structure to your customer interactions − providing insights into improving processes, and correcting and preventing issues, ultimately resulting in improved customer satisfaction and increased revenue.

Attend this Webcast and learn how to:

• Maximize Call Effectiveness with Focused Quality Monitoring – Dramatically decrease your quality management costs while improving its effectiveness. Focus your efforts by selecting the most meaningful customer-agent interaction recordings for evaluation. Identify outstanding or problematic agents, calls, or customers, based on the frequency of a specific topic or phrase detected and reported via speech analytics.
• Proactively Minimize Risk and Ensure Compliance – Using keyword and phrase detection to ensure procedural and regulatory requirements are being met and processes are working effectively.
• Improve your Understanding of Reasons for Customer Calls – By automatically categorizing your call recordings for analysis, you can identify and resolve issues that cause high costs and high volume of incoming calls.
• Identify Competitive Situations – Analyze a vast amount of customer interactions in near-real time, to rapidly identify competitive mentions, strengths, weaknesses, challenges and revenue opportunities. Drill down to listen to the call and discover why your competitor’s name came up.

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Hear a discussion on how the power of combining predictive analytics with state-of-the art dialing/work flow management increases contact center productivity. In this informative webcast, you'll learn from real customer experiences illustrating how to reduce costs by knowing who to call and when, to ensure the desired response, with the lowest level of effort.

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Today, over 85% of the traffic into a contact center is over the phone; when customers initiate open-ended contact, the phone is the medium they choose. It is therefore critical that companies be able to assess valuable information contained within those phone calls. Keeping track of what customers are telling the organization and what agents are saying in response-or to put it another way, business intelligence and quality monitoring-is a time consuming challenge, but a necessary one. Speech analytics, which is designed to help with both these issues, should therefore be a welcome technology that enables businesses to obtain valuable information from their recorded voice conversations. During this webcast, you'll hear from Datamonitor industry analyst, Ri Pierce Grove, who will discuss the key drivers for uptake in speech analytics solutions.

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In his new book The Ultimate Question, #1 on both WSJ and USA Today's business best seller lists, loyalty guru Fred Reichheld reveals that companies can best achieve customer growth in the long-term by asking customers one simple 'ultimate question' - "Would you recommend us to a colleague or friend?"

GE asks it. So do Intuit, SAP and eBay. This single question allows companies to track promoters and detractors, producing a clear measure of an organization's performance through its customers' eyes - its Net Promoter® Score. And this question, it turns out, may be the most powerful a company has in assuring its long-run growth and profitability. Extensive Bain & Company analysis shows that sustained value creators - companies that achieve long-term profitable growth - have Net Promoter Scores two times higher than the average company. And NPS leaders outgrow their competitors in most industries - by an average of 2.5 times.

This session is presented by Rob Markey, Partner and Head of Bain & Company's Global Customer Strategy Practice and discusses how companies can measure the value of customer loyalty and focus their organization on improving it by using just one, simple question.

This webcast was originally broadcast on September 12th and lasts approximately 45 minutes with a Q&A session.

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Although legislation has had an initial impact on the contact center industry, outbound is not dead! The necessity for outbound calling is very much alive. What’s driving the resurgence? For many companies, it’s shifting the focus of traditional cold calling and collections calls to customer outreach programs. By delivering personalized and proactive customer care campaigns you're building customer loyalty, keeping your business top of mind, and making your customers feel extremely valued. There are many reasons to reach out to your customers such as welcome calls, appointment reminders, customer-satisfaction surveys, product and service updates, or simply to say "Thank You."

The session is presented by Ray Barata, SER's Solutions Architect, was originally broadcast on August 1, 2006, and lasts approximately 45 minutes with a Q&A session.

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In this webinar, Dial-a-Phone, the No. 1 provider of mobile phones to nearly 2 million customers in the United Kingdom, shares how they’ve boosted agent productivity and increased sales within their contact center through the use of flexible contact strategies. Dial-a-Phone details how they were able to exceed their sales goals within 3 months of implementation, increase their contact rate, optimize agent productivity and morale, and lower their total cost of ownership.

The session is presented by Mark Clark and Ben Bennett, Dial-a-Phone's Telecoms and Resourcing Manager, was originally broadcast on February 21, 2006, and lasts approximately 45 minutes with a Q&A session.

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In this round table discussion, SER's Chief Technology Officer, Larry Mark, highlights distributed outbound deployment topologies and their impact on voice quality, call classification, answering machine detection, bandwidth requirements, and ability to meet FTC regulations. Marty Askinazi, ICT Group, discusses the challenges and approaches ICT faced to build an integrated, seamless global infrastructure for its 40 contact centers across 8 countries. Additionally, Alan Percy, AudioCodes, shares his insights gained from deploying over 12 million VoIP ports in over 100 countries.

The webinar was originally broadcast on October 7, 2005 and lasts approximately 45 minutes with a Q&A session.

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