This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
Best practices for contact center performance management
1. Real-Time Performance Management
Improves Contact Center Results
Tuesday, April 21, 2015
Donna Fluss – President, DMG Consulting
Jim Mannion – Director of Marketing, Inova
2. Housekeeping
• All participants will be on mute during the
presentation
• Please type any questions you may have
in the Q&A section
• Questions will be answered at the end of
the webcast
• 2 question survey
• Presentation and recording available
3. About Today’s Presenters
President of DMG Consulting LLC
Donna is highly regarded by industry, enterprise, contact
center and financial leaders as one of the foremost
experts on contact center, analytics and the back office.
She has 30 years of experience helping organizations build
contact centers and back office operating environments
and the author of the book The Real-Time Contact Center
and the Contact Center QA Guide
Director of Marketing & Channel Development, Inova
Jim has been with Inova for three years and enjoyed
working in the B2B technical marketing and channel space
for over fifteen years. Most of that time has been focused
on the Telecommunications and Contact Center sectors,
including ten years at Avaya. While at Avaya, Jim helped
launch many successful products as well as Avaya’s
Professional and Managed Services lines of business.
Donna Fluss
Jim Mannion
4. Agenda
• Real-time contact center performance
management
– Top reasons for investing
– Benefits
– Is it right for you?
• Best practices for implementing a real-time
CCPM solution
5. Donna Fluss, President Customer-Focused Strategy, Operations & Technology
Real-Time Performance Management
Improves Contact Center Results
April 21, 2015