Enterprise Connect is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Decoding Contact Centers: How to Boost Performance and Value

Brad Cleveland  (Founding Partner and Senior Advisor, International Customer Management Institute (ICMI))

Location: Hemingway Boardroom

Date: Monday, March 25

Time: 12:00 pm - 4:00 pm

Pass Type: Half-Day Training - Get your pass now!

Session Type: Training

Vault Recording: TBD

Unlock the true potential of your enterprise's contact center and unleash its performance and value with the right mix of technologies, processes, and support! This course will cover what differentiates the best from the rest. Join globally recognized author and consultant, Brad Cleveland, as he humorously and skillfully unravels the dynamics that drive leading contact centers.

Join us for a session tailored for those responsible for or part of supporting contact centers—IT teams, analysts, consultants, senior-level leaders, and more. We'll take an objective look at how contact centers operate, and how and where to supercharge performance with the right technologies and processes!

1. Harnessing Technology to Boost Contact Center Value
  • Uncover the potential of technology to improve contact center performance.
2. The Driving Forces Behind Contact Centers
  • Explore the key factors that shape successful contact centers.
3. Optimizing Contact Center Planning and Management
  • Learn how to leverage the right tools for efficient contact center operations.
4. Unlocking Immutable Laws for Enhanced Performance
  • Understand the fundamental principles governing contact centers and their impact on results.
5. Service Level and Quality
  • How technology can boost accessibility, responsiveness, and first-contact resolution.
6. Shaping an Effective Customer Access Strategy
  • Discover how a well-planned customer access strategy drives informed decisions.
7. The Nexus of Humans and Technology
  • Harnessing AI, self-service, and human capabilities for superior performance.