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| Workforce Optimization - Global Seminar Tour |  | |
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| Bangalore, August 25, 2005 |
Workforce Optimization
Global Seminar Tour
Bangalore, August 25, 2005, 6.45 PM Onwards
Taj Residency, The Vijay Nagar 1, 41/3, M.G Road, Bangalore
Handcuffing your customers is perhaps an extreme way to ensure they don't get away... but we think you'll agree, happy customers are vital to the success of your business.
Witness Systems and Servion Global Solutions invites you to a FREE seminar aimed at demonstrating the business value and trends in Workforce Optimization and how you can gain immediate benefits. These educational seminars will outline how to get the most from your Contact Centre agents, using best practices to dramatically improve the overall customer experience.
Focus on empowering your agents with knowledge and processes to make the greatest impact on increasing customer satisfaction and retention.
Unlock the potential:
No matter what size your operation, we can show you how Workforce Optimization can maximise the potential of your Contact Centre.
Find out how to:
- Retain skilled agents
- Train agents, share best practices and target skills gaps
- Empower your staff to routinely check and attain their own targets
- Predict and respond to fluctuating call demand
- Improve first call resolution, or eliminate the reason for calling entirely
- Improve business practices
Join us to hear expert speakers discuss key trends and the impact of effective Workforce Optimization on your Contact Centre. Share insights with other customer organisations and senior industry executives.
Other seminar locations in Asia Pacific:
| New Delhi, August 24 |
Shanghai, August 31 |
Sydney, September 8 |
| Mumbai, August 26 |
Tokyo, September 2 |
Melbourne, September 9 |
| Kuala Lumpur, August 29 |
Wellington, September 5 |
| Hong Kong, August 31 |
Auckland, September 6 |
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| Guest Speakers |
Oscar Alban, Principal Global Market Consultant, Witness Systems Inc.
Oscar Alban is recognised as an expert in the contact centre and customer service arena and his comments are widely published within the international business and trade media. With a long history in customer service management and consulting, Oscar Alban brings real-life experience to his role as the company's principal global market consultant. In this capacity, Oscar is in direct contact with major corporations globally where he consults with them on customer service issues and challenges, both from a business and technology perspective.
William A. Durr, Principal Solutions Consultant, Witness Systems Inc
Bill Durr brings more than 25 years' experience in the contact centre industry, with practical experience in ACD systems, IVR solutions, network routing software, and the technology segments that comprise workforce optimization, including workforce management. He has authored numerous articles and white papers on contact centre technology and management, and published two books - "Building a World-Class Inbound Call Centre" and "Navigating the Customer Contact Centre in the 21st Century". |
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| Agenda |
| Registration
Welcome Address
Industry Overview - Key trends: What is Workforce Optimization?
Get to know the latest trends in the Contact Centre industry today. Understand the impact of Workforce Optimization and how it will shape the future of the Contact Centre. Explore how to align people, processes and technology in order to maximise customer retention.
The Evolution of Workforce Management
This session addresses the importance of workforce management as part of the bigger Workforce Optimization picture. What are the drivers shaping this evolution and how you can benefit, keeping your agents and ultimately your customers happy.
Workforce Optimization in Practice
Step through some practical scenarios of how a Workforce Optimization system would work in an everyday Contact Centre environment.
Panel Discussion
Discuss aspects of Workforce Optimization with our panel of experts. Hear customers' experiences and share insights with your industry colleagues.
Concluding Remarks
Networking Cocktails and Dinner |
Register Now
by simply emailing to marketing@servion.com
(* We reserve the right to refuse access to organizations representing competitive interests.)
While registering, please supply your full contact details: Name, Position, Title, Organization, Address,
Telephone, Fax and E-mail.
Questions? Call us on Mobile: 09840100508 E-mail: marketing@servion.com |
 | Witness Systems is leading the market with the innovation and resources to define and transform contact centre workforce Optimization. With its acquisition of Blue Pumpkin, Witness Systems delivers a single, tightly woven solution dedicated to helping you drive performance. Now you have one source for: Call Recording, Quality Monitoring, Workforce Management, Performance Management and eLearning. Witness Systems - now the single source for all your workforce Optimization needs. To learn more, visit www.witness.com |
 | As a leading provider of Contact Optimization solutions, Servion has revolutionized customer experience through its suite of Contact Center products, Consulting and System Integration services. The company has been assessed at Level 4 of the Capability Maturity Model (CMM)—the benchmark for quality and rigorous processes in the software industry. With a global clientele of more than 400 organisations and over 1000 installations, Servion's products and solutions handle more than 500 million voice/fax/ACD/Web/e-mail interactions per month. |
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