More than 400 call center professionals from all over the globe participated in ICMI’s research on call center types and practices. We looked at inbound, outbound, sales and service — and blended variations — to understand both leading practices and common practices. For example, we found that many of the call centers that claim to be strictly inbound also make outbound calls that are not included in forecasting and reporting.
What you will take away from this lively discussion...
- Identify situations where the Pooling Principle might be useful in your center
- Assess and modify your center’s accounting for calls — whether you’re in an inbound or outbound center
- Conduct sales in the service environment
Special Takeaway
Attendees for the live webinar can save 50% on the purchase the research report (to be released in conjunction with the webinar).
Presenters
Layne Holley
Director of Community Services, ICMI
Layne oversees research, content, peer channels and other programs and services for ICMI community members and stakeholders. An award-winning journalist, Layne has spent more than 10 years as a business and technology writer and editor covering the people, processes and technologies in the contact center.
Dan Burkland
Sr. Vice President, Enterprise Sales & Business Development, Five9
Dan is responsible for all sales and business development activities for the enterprise and mid-markets for Five9. He has a strong track-record and over 20 years of experience building successful sales organizations for contact center and other voice applications companies. Prior to Five 9, Dan was SVP of Sales at Transera Communications, an on-demand hosted contact center solution provider, where he and his team focused on enterprise and outsourcer sales. Before that, Dan ran world-wide sales for IP Unity, provider of carrier-hosted Unified Communications (UC) and conferencing solutions. Dan built and managed a world-wide sales team for direct and channels while growing the business 10-fold during his 4 years with the Company. Dan also held sales management positions at Cisco and GeoTel (prior to its acquisition by Cisco) focusing on their contact center applications and other VoIP solutions. He holds a BS in Business Administration and Marketing from California State University, Chico.
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