Planning for 2011: What Every Contact Center Should Know and How to Plan For It

A new year and a new set of challenges…and a new set of opportunities! You’d be hard-pressed to find someone who would disagree with the point that contact center technology, as well as the dynamics of delivering quality service, is changing at a rapid pace. The accelerated adoption of cloud-based solutions, the incorporation of social media into the multi-channel mix, the need to accurately capture the voice of the customer, new methods of measuring agent effectiveness…what will change in 2011 and how can you be ready?  

Hopefully not breaking the blog crew’s rule of avoiding self-promotion, I’d like to invite you to an educational web event where Forrester Research principal analyst, Art Schoeller and I will discuss these topics and help you be ready to take the best advantage of the upcoming year and the contribution your contact center can make to the success of your business.

Another really cool part of the web event is that there will be an extensive Q&A with some real industry veterans, Blair Pleasant, President & Principal Analyst of COMMfusion LLC and a co-founder of, Sheila McGee-Smith, Founder of McGee-Smith Analytics, LLC, Don Van Doren, Founder & President of Vanguard Communications. The panel will respond to audience questions for about 20 minutes.

So as you kick it into high gear for the year, take some time in your planning cycle to attend this no-charge web event. I think you’ll find some valuable and useful information.

Here is the registration link: Register to Attend
Joe Staples – blogger, web presenter, and part time snowmobiler