“New Contact Center Strategy:
Is the best service
no service at all? ”
Gain unique insights about new operational strategies and take new best practices and ideas back to your organization
Dr. Jon Anton of BenchmarkPortal, Bill Price of Driva Solutions
and Cliff Harlow of Spoken Communications ®
Special 1 Hour Broadcast
Live from Purdue's Call Center Campus!
Recorded July 10th, 2007
Contact centers have become adept at managing hold times, increasing first call resolutions and keeping customer satisfaction ratings in check. Technology and process has aided companies in keeping up with customer demand for service.
Yet companies seem to be running endurance races with their customers.
Ever-increasing expectations from customers, sheer volumes and shifting business climates all keep contact centers looking for ways to do more tasks and have to do them better, cheaper and faster.
During this live broadcast at Purdue's Call Center Campus, our industry experts will share their research, experiences and insights on how to quit the endurance race and change the game by gaining control over your customer contacts and delivering higher levels of quality service at lower costs.
Take advantage of the opportunity to listen to these experts and gain unique insights, new best practices and ideas to take back to your organization.
About Spoken
Spoken Communications ® provides a suite of unique guided call center applications that ensure a successful caller experience with automation. Using agents as silent guides behind the scenes, this hybrid approach delivers a better self-service option and a more flexible call response system. When the caller experience matters, Spoken Communications ® is the only choice.
Bios:
Dr. Jon Anton (also known as 'Dr. Jon') is the director of benchmark research at the Center for Customer-Driven Quality at Purdue University. He specializes in enhancing customer service strategy through inbound call center, and e-business centers, using the latest in telecommunications (voice), and computer (digital) technology. He also focuses on using the Internet for external customer access, as well as Intranets and middleware.
Since 1995, Dr. Jon has been the principal investigator of the annual Call Center Benchmark Research first launched by the Center for Customer-Driven Quality. This data is now collected at the BenchmarkPortal.com website, where it is placed into a data warehouse that currently contains over ten million data points on call center and e-business center performance. Based on the analysis of this data, Dr. Jon has authored well-known columns in Call Center Magazine and in Call Center News. His current publications include Customer Inter@ation Solutions and Customer Interface Magazine.
Bill Price founded Driva Solutions, LLC in September 2001 to provide transformational consulting and information/research solutions aimed at achieving the delicate balance between cost containment and the need to increase customer loyalty. Driva Solutions has been privileged to manage 110 projects across 67 clients are Apple, CheckFree, Dell, Egg, Google, Hyatt, MSN, McDonald’s, TiVo, and Upromise. Prior to forming Driva Solutions, Bill joined Amazon.com in early 1999 as its first Vice President of Global Customer Service. He was responsible for all customer service activities including managing the company’s contact centers in the US, Europe, Japan, and India handling the company’s customer contacts across the 180+ countries in which its customers resided and across 5 country websites. Before Amazon.com, Bill built 20 years of experience in customer care and services management, starting at McKinsey & Company, one of the leading international management consultancies, in its San Francisco and Stockholm offices. From 1986 until its purchase by MCI in 1991 Bill was CFO and then Chief Operating Officer with ACP, a pioneer in automated voice response services, which became MCI’s Enhanced Voice Services (EVS) division. Bill received his BA in Economic Geography from Dartmouth College in 1972 and his MBA from Stanford University in 1979.
Cliff Harlow is the VP of Client Services at Spoken Communication. He has 20+ years of experience in technology and consulting services across all areas of technology management from strategic planning, to custom applications, to 7x24 operations. Prior to Spoken, Cliff was at T-Mobile USA where he established and led many new departments including IT Infrastructure, IT Business Analysis and the IT Project Management Office. He was responsible for developing and deploying company wide call center technologies (IVR and skills-based call routing), telephony and data networks. Previously, at Microsoft Corporation and Dimensions Consulting, Inc. he managed the planning and execution of multiple worldwide system implementations and client engagements. Cliff’s first job after receiving his Bachelor of Science in Engineering from the University of Mississippi was as a Pilot in the United States Air Force.
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