The Ultimate Call Center Survival Guide to Unforeseen Events

What if?

Join us for a live web event that asks “what if?” to real scenarios that make a definite impact on your call center productivity and customer experience. Featured guest speakers from Convergys and Forrester, Inc. will share the innovative ways you can run your call center when you start leveraging technology to create business reflexes.

Learn how Michael Bathon, Convergys VP of GTS Solutions Management uses automated intraday management to drive profits and make every second count in his case study presentation. You’ll also hear how the company’s use of intraday management has progressed to propel their business forward, no matter what the fire drill du jour may be.

In addition to the customer case study, this webinar offers analyst insights from Art Schoeller, Principal Analyst of Forrester, Inc. Art will discuss the concept of intraday management and provide a framework for the problems that many contact centers face throughout the day, but don’t always know the best way to address.

This webinar promises to deliver more information about: Addressing unforeseen business conditions

  • Recovering the waste from productivity lost
  • Embracing intraday management solutions from the user perspective
  • Understanding the unbiased analyst perspective from Forrester Research, Inc.

Register for the live event to hear the user perspective on how to survive unforeseen events in the call center.

When: Wednesday, February 6, 2013, 2:00 pm EST


Michael Bathon, VP of GTS Solutions Management, Convergys
Art Schoeller
, Principal Analyst, Forrester Research, Inc.
Matt McConnell, CEO, Intradiem

About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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