CINCINNATI – 7-14-2011 – Contact centers have created a lot of maturity models over the years, but have they really been effective? And will they be important in the future?

Brian Flagg, from software and service provider Cincom Systems, will lay out his maturity model in a Contact Center Association webinar on July 19 at 10 am PT. His webinar, “The Value of a Contact Center Maturity Model,” will help industry leaders learn how to utilize his model to improve their contact center efficiency and profitability.

Brian will also be a featured speaker at the Contact Center Association’s fall conference, October 4-6, 2011 in Phoenix, Arizona.  This is the leading conference for managing the customer experience. Brian will speak on a number of topics including “Moving People Through the Pipeline Better than Oil” and “Strategic Planning Tools for the Contact Center.”

Brian recently joined the Cincom Synchrony customer experience management team. He has 31 years of IT experience, including 18 years of support contact center leadership experience. He has transformed and led global contact centers for IBM and Target. He is a regularly featured contributor to Cincom’s Expert Access business e-zine, writing on topics like support center excellence, knowledge management and the use of statistical process control charts in a support center.

To register for the upcoming webinar, visit the Contact Center Association website here.
Related Links

Contact Center Conference 2011

What is NOT Strategy in the IT Support Center – Cincom Expert Access

Is Your Support Contact Center Out of Control? – Cincom Expert Access

Knowledge Management in the Support Center – Cincom Expert Access

Cincom Synchrony

Cincom Synchrony

Cincom Synchrony is a CEM Solution for contact centers that guides smarter interactions with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

About Cincom

For 43 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps customer-centric organizations differentiate and outperform through customer experience management.

Media Contact
Liz Harter
Corporate Public Relations
lharter@cincom.com
513-612-2155