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Navigable Slide Index

1. Introduction
2. Agenda - what's changing and why?
3. Didn't we do well?
4. Increased self service
5. From transaction to value
6. Increased value placed on contact
7. Currently in transition state
8. Obsession with call duration
9. Wallboard and "motivation" stats
10. SLAs and other targets
11. Customer relationship management
12. Call routing
13. Alternatives to TouchTone hell
14. Customer segmentation
15. Scripting
16. Other dangerous concepts in contact centers
17. Business trends
18. Corporative social responsibility - CSR (1)
19. Corporative social responsibility - CSR (2)
20. Corporative social responsibility - CSR (3)
21. Mergers and acquisitions - aggressive
22. Focus in harder economic times
23. Technology within the contact centre
24. Mobile usage and fixed/mobile convergence
25. Convergence in the home
26. Web 2.1
27. Summary and contact details

Topics Covered

• What is changing and why
• From transaction to value
• Obsession with call duration
• SLAs and other targets
• Call routing
• Scripting
• Business trends
• Technology within the contact center
• Convergence
• Web 2.0

Links

Series:

• Contact Center Management

Categories:

• Technology & Operations

Talk Citation

Publication History

• Published on July 30, 2009
• Archived on May 28, 2025