Contact Center

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Siemens Contact Center Metrics, Goal Setting and Benchmarks

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Contact Center

  1. 1. “ I Didn’t Go To School For This…” Contact Center Metrics, Goal Setting and Benchmarks Education & Team Building At Your Desk Siemens Enterprise Communications, Inc. North America
  2. 2. Introduction For over 8 years Siemens Enterprise Communications has brought educational networking events to cities around North America...hundreds of contact center managers, directors and VPs have attended one or more event.   In today's challenging economic conditions it is tough to get away from the office for even a half day so we have condensed the best of eight years of presentations into a 90-minute webinar for you and your team.
  3. 3. 8+ Years of Networking Events Attendees Rate Content >4.5 on 5-Point Scale 99% Would Recommend to Colleague
  4. 4. Introduction (con’t) No marketing slide ware, just a nuts-and-bolts discussion on the fundamentals of contact center management scheduled specifically for you!  This is a great way to provide a team-building "lunch & learn" for not only contact center operations staff but your non-contact center colleagues as well.   The webinar is designed to be valuable regardless of the type or brand of telephone equipment currently installed or your industry...we tackle issues common to all contact centers - inbound, outbound, customer service, help desk, business-to-consumer, or business-to-business.
  5. 5. Webinar Topics <ul><li>How to set the service level and/or abandon call rate that is best for your enterprise.  (hint: 80% / 20 Seconds is just folklore ) </li></ul><ul><li>The way you route even the simplest calls can change labor costs up to 20%. </li></ul><ul><li>How to make pro-active outbound customer contacts (upselling, satisfaction surveys, etc) without increasing staff. </li></ul><ul><li>Media blending...pros & cons.  </li></ul><ul><li>Managing First Call Resolution?  Your agent's performance is NOT your biggest potential barrier. </li></ul><ul><li>More next page… </li></ul>
  6. 6. Webinar Topics (con’t) <ul><li>Turnover?  Learn how to hire staff that call in sick less and have lower turnover. </li></ul><ul><li>Why even a 9AM - 5PM call center can increase service levels/reduce labor costs through better scheduling. </li></ul><ul><li>Natural speech customer self-service is not just for huge centers anymore. </li></ul><ul><li>ROI methodologies on all of the above! </li></ul>
  7. 7. Interested? Simply send a note to [email_address] to schedule a day & time...there is no cost, you simply need a conference room with a good speakerphone and projector. Since only your organization will be on the webinar, there will be plenty of opportunity to ask very specific questions and brainstorm! We hope to “see” you online soon!
  8. 8. [email_address] 847-598-3897 Copyright © Siemens Communications, Inc. 2008. All rights reserved. Dennis Hauser CCSE Customer Interaction Solutions Manager Siemens Enterprise Communications, Inc. North America Questions?

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