Keynote Presentation NECCF Vendor Expo June 7, 2011

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Keynote presented by The Call Center School

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Keynote Presentation NECCF Vendor Expo June 7, 2011

  1. 1. The Power of One Student Handout 2011 Welcome Next Generation Call Centers - Are You Prepared? Presented by: Copyright©2011, The Call Center School LLC Evolution of Technology Email Web chat IVR IM DNIS/ANI Social media CTI Dialers DID WFM Phone Power QM ACD Copyright©2011, The Call Center School LLCCopyright© 2011, The Call Center School, LLC 1
  2. 2. The Power of One Student Handout 2011 Evolution of Consumers Copyright©2011, The Call Center School LLC Evolution of Staff Mostly young women Sales! Multi-tasking Broader Work/life Technical skills demographic balance Professionals Writing Location Copyright©2011, The Call Center School LLCCopyright© 2011, The Call Center School, LLC 2
  3. 3. The Power of One Student Handout 2011 Societal Change Self- Regulation Speed service Copyright©2011, The Call Center School LLC What Does the Future Hold? 2015? Copyright©2011, The Call Center School LLCCopyright© 2011, The Call Center School, LLC 3
  4. 4. The Power of One Student Handout 2011 What Do You Need to Do? • Prepare your staff/self • Reconsider your metrics • Explore non-traditional staffing E l t diti l t ffi • Consider technology options • Connect to other departments and senior management • Don’t be a victim • And most importantly… Embrace change! Copyright©2011, The Call Center School LLC Speaker Profile Maggie Klenke is a Co-Founder of The Call Center School – a Nashville, TN based company that specializes in professional development of call center professionals. Maggie heads up the company’s consulting and professional service division, overseeing a wide range of projects related to call center operations and workforce planning. planning Maggie is a popular speaker at industry conferences and association meetings and she writes frequently for industry publications with articles and blogs appearing regularly across the industry. She is the author of Business School Essentials for Call Center Leaders. Along with Penny Reynolds, she has also co- authored the five textbooks used by the University of Phoenix call center management program, as well as the popular Call Center Staffing – The Complete, Practical Guide to Workforce Management. Management Maggie has over 30 years experience in call center operations from the perspective of an end-user, vendor, consultant, and teacher. She was among the first in the industry to earn CIAC professional certification as a Certified Call Center Management Consultant. maggie.klenke@thecallcenterschool.com 615 812-8411 Copyright©2011, The Call Center School LLCCopyright© 2011, The Call Center School, LLC 4

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