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SpeechTEK 2012 - Tuesday, August 14, 2012
A204 – How a Cross-Channel Strategy Affects the Call Center
2:45 p.m - 3:30 p.m
MODERATOR: Elaine Cascio, Vice President - Vanguard Communications Corp

Cross-channel customer contact affects many parts of the organization, but perhaps none are affected as directly as the call center. Kaiser outlines best practices for building a robust business case analysis to support cross- channel opportunities within your organization by moving beyond call deflection as a measure of success. Wulfraat discusses the challenges of supporting multichannel communications along with managing day-to- day contact centers, which are now being asked to drive revenue and build customer lifetime value.

Building a Business Case for Cross-Channel Conversations
Lizanne Kaiser, Sr. Principal Business Consultant - Genesys
Is your Contact Center Ready for Transformation?
Bruce Pollock, Vice President, Strategic Growth and Planning - West Interactive

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