Rapid Web2.0 Adoption Fuels the Transformation into Real Multi-Channel Contact Centres -
Webcast by InVision Software Presents Best Practices for Multi-Channel Workforce Management
Birmingham, September 9th, 2009 – InVision Software, a leading international provider of contact centre workforce management solutions, invites contact centre managers, operations executives as well as workforce and forecasting managers to view the free webcast “Building a Multi-Channel Contact Centre in the Era of Social Networking”. The web presentation is co-hosted with leading industry analyst Donna Fluss, President of DMG Consulting, and focuses on benefits and challenges of contact centres in the web2.0 era.
The concept of multi-channel contact centres was introduced to the market more than 10 years ago, as the Internet became hot. Market innovators anticipated that the Internet would alter the way that customers and prospects interacted with enterprises and that sales and servicing organisations would be quick to adapt. Surprisingly, most contact centres have not yet become accustomed to the changing needs of their clients: Too many contact centres continue to provide primarily phone-based support. And even worse, when they do provide support for alternative channels – email, chat, SMS (texting), community bulletin boards and increasingly social networking – service levels and quality are inconsistent.
During the 40-minutes online presentation followed by a Q&A session, Donna Fluss, Founder and President of DMG Consulting, and Craig Shambaugh, Vice President Sales at InVision Software, give a review of the emerging channels and the year they are expected to become essential to leading verticals such as financial services, retailing, telecommunications, high-tech, travel, government and education. The new multi-channel contact centre and the impact of social networking on contact centre operations and technology will be presented, as well as best practices for forecasting and scheduling in a multi-channel contact centre. Attendees will learn how to do multi-activity scheduling in a multi-channel environment and how to involve and empower agents improving their work/life balance in the era of social networking.
To access the free webcast “Building a Multi-Channel Contact Centre in the Era of Social Networking” go to: http://www.invisionwfm.com/eng/home/about_invision/events/tmcnet_com_online_webinar.
About InVision Software
InVision Software is a world-leading supplier of enterprise-wide workforce management solutions which enable companies to optimise their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs more than 220 WFM specialists and has offices across Europe, North America, and South Africa. InVision Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt Stock Exchange. Among InVision's clients are numerous international blue chip companies, such as ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky and Vodafone.
Further information: www.invisionwfm.com
Press Contact:
Jutta Handlanger
InVision Software AG
Head of Corporate Communications
Halskestr. 38
40880 Ratingen (Germany)
phone: +49 (0)2102 728-252
email: pr@invision.de
UK Contact
Chris Dealy
InVision Software Ltd.
Sales Director
Baskerville House, Centenary Square
B1 2ND Birmingham
phone: +44(0)121 503-2620
email: chris.dealy@invisionwfm.com