Overview:
Join ICMI as we present the 2012 Global Call Center of the Year Awards winners as well as the top three trends of these award-winning contact centers. Plus, the up-and-coming trends that every contact center professional should consider. Live webinar attendees will also receive a complimentary download of ICMI's "12 Traits of the Best Managed Call Centers" report.
This exciting webinar features a live Q&A facilitated with some of 2012 winners by Claudia Thorpe, Editorial Director, Call Centre Focus, including:
Your entire contact center team will benefit by learning:
- Top trends found in award-winning contact centers
- Q&A panel with the winners
- Industry megatrends, particularly the rise of Social Media and how it is impacting the contact center today
Presenters
Claudia Thorpe
Editorial Director, Call Centre Focus
Claudia Thorpe has been commentating on the contact centre/customer service industry for more than six years. In that time, she has built up a wealth of knowledge and has spoken about industry issues at many events, as well as on UK national television and radio.
She has more than ten years experience in editing business publications and websites, and is a true believer in building communities of like-minded peers through the power of digital channels. She now works as Editorial Director across the call centre and customer service products within media company UBM Live, working mainly on website offering callcentre.co.uk.
Her main interests include the use of social media for customer service, staff empowerment, and the art of putting the customer at the heart of the business.
Deborah Wenger
Chief Operations Officer, Jabra, North America
Deborah Wenger is the Chief Operations Office for Jabra, North America. Deborah has been with Jabra for six years where she is responsible for sales operations, including Jabra's customer facing sales and support contact centers. Prior to joining Jabra, Deborah's career spanned both sales and operations roles in multiple industries, including services and high technology consumer products.
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