Featured Webinar
Complimentary Webinar
Date: Thursday, February 23, 2012
Time: 10 AM Pacific time / 1 PM Eastern time
Duration: 60 minutes
Overview:
It's clear by now that cloud (or hosted) call centers present significant opportunities to cost-effectively meet — even exceed — customer demands.
This webinar highlights the very real opportunities as well as how to know if a move to the cloud is right for your contact center and what should be considered in the decision making.
Join us for this live webinar as contact center technology guru Lori Bocklund identifies which of these are truth or myth:
- We'll lose control of our business
- The cloud can have a significant positive impact on customer satisfaction
- Security will be compromised
- We'll take a loss on on-premise assets and investments
- A move to the cloud will devastate your IT department (and that's why IT will never support it)
- Contact centers can save money in the cloud
Presenters
Lori Bocklund
President, Strategic Contact
Lori Bocklund is President of Strategic Contact, an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Strategic Contact helps companies succeed through projects that develop and execute plans tied to business goals, such as VoIP migration planning, outsourcing evaluations, and technology strategies. Strategic Contact partners with ICMI on consulting projects and technology education.
Lori is a recognized industry leader in contact center strategy, technology, and operations. During her 19 years in the call center industry, 13 of them as a consultant, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. Lori works in the trenches with clients on consulting projects, and brings that experience to every seminar she delivers.
Lori is a sought-after speaker for industry events, and writes articles on technology and operations for a variety of call center publications. Lori has presented seminars and tutorials to thousands of call center professionals in the U.S., Canada, Australia, New Zealand, South Africa, and Ireland. Lori is co-author of Call Center Technology Demystified (published by ICMI Press). Attendees of Lori's courses appreciate her enthusiasm, energy, and humor. She has a great ability to use her technical and industry knowledge, along with her excellent communication skills, to make today's complex technology environment more readily understood.
Lori has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University.
Jon Aumann
Vice President of Sales Engineering
inContact
Jon is the Vice President of Sales Engineering at inContact where he leads a worldwide team of professionals in Asia, EMEA and the United States. Jon has close to 20 years of experience in the contact center space. This includes everything from being an agent, to running a multi-site call center for Hewlett-Packard, to building 700+ seat contact centers from the ground up for Sprint. Jon has also worked in the enhanced services space and helped to implement ~$500 million of enhanced services to companies like Verizon, Sprint, ATT as well as Mobile Virtual Network Operators such as ESPN Mobile and Virgin Mobile. Jon has built inContact’s Sales Engineering organization with a focus on not just providing solutions but quantifying the results which can be expected from a successful inContact implementation.
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