Contact Center Solutions Featured Article

Interactive Intelligence Webinar Explores Contact Center Opportunities of 2011

January 10, 2011

In the global marketplace today, the contact center is about so much more than simply answering calls. Today’s contact center is charged with keeping customers happy and driving additional revenue streams that help keep the company in business and doing better than the competition. This is a tall order to place on one division of the company and requires effective strategies to ensure overall success.

To learn how to develop such strategies for success, Interactive Intelligence is offering a webinar on ContactCenterSolutions, entitled “2011: What Every Contact Center Should Know, and How to Plan for It,” on Thursday, Jan. 17, at 11:30 a.m. EST. Interested parties can register here.

Along with the changing demands for customer service in the contact center, there are also changes in the technology used to deliver quality service. Cloud-based services are proliferating throughout the industry, social media is being incorporated into the multi-channel mix and the voice of the customer needs to be captured to measure for agent effectiveness. This webinar explores what will change in 2011 and how the contact center today can be ready for tomorrow.

This live webinar event will feature Forrester Research principal analyst, Art Schoeller, and Interactive Intelligence senior vice president, Joe Staples. These two industry experts will discuss the topics mentioned above and how the contact center can be ready to take advantage of opportunities in the coming year, as well as the contribution the contact center can make to the overall success of the enterprise.

At the completion of the presentation, an extensive Q&A session will take place and Schoeller and Staples will be joined by industry veterans, Blair Pleasant, president and principal analyst of COMMfusion LLC and a co-founder of; Sheila McGee-Smith, founder of McGee-Smith Analytics, LLC; and Don Van Doren, founder and president of Vanguard Communications. These industry experts will form a panel to respond to audience questions.

Those attending this webinar will also receive Interactive Intelligence’s Contact Center Automation newsletter featuring the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report. This is one webinar not to be missed, so register today!

Interactive Intelligence will feature a speaker, to be determined at ITEXPO East 2011 during the session entitled “Bringing Your Contact Center into the IP Generation.” To be held Feb. 2-4 in Miami, ITEXPO is the world’s premier IP communications event. Don’t wait. Register now.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Tammy Wolf