CINCINNATI, Ohio – September 20, 2011 – Contact center results are often based on averages across a day, week or month — averages that can hide service issues. The biggest issue is a high level of variability in performance, which leads to variability in the customer experience.
Brian Flagg, from Cincom Systems’ Customer Experience Management Division, Cincom® Synchrony™, will be speaking at the Contact Center Association Fall Conference in Phoenix, AZ on October 3-6. His first session titled “Understanding Variability to Avoid the Hidden Traps,” will help industry leaders learn how to understand, measure and manage variability to deliver smarter interactions with customers. This session is part of the Performance Management Track and will take place on October 4 at 11:15 a.m.
The second session, “Strategic Planning Tools for the Contact Center,” is part of the Strategic Planning Track and will point out what measures are important in the contact center, how to steer capital investments toward projects with a needed rate of return and how to drive the prioritization of projects competing for fixed resources. It will cover two strategic planning tools— strategy maps and the Baldrige Assessment—and their applicability in the support contact center. This session will be on October 4 at 3:30 p.m.
Brian Flagg 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 Contact Center Association Fall Conference, visit the Contact Center Association website here.
Related Links
Contact Center Association Podcast with Brian Flagg
Going the “Last Mile” for Customer Satisfaction
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 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
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