Don’t Hang Up on Me! Leveraging Outbound to Improve Agent Efficiency & Increase Customer Loyalty

Date Aired: September 11, 2014
Time: 1 PM Eastern Time
Presenters: Robert Archambault , Jennifer Waite , Erica Marois

Watch the webinar video below.

Learn how new call center technology can make the outbound experience more seamless—and personal—than ever.

Outbound dialers have a reputation for causing headaches for customers and agents.  Picking up the phone and hearing silence can be awkward. And that awkward silence often leads to hang ups and annoyed customers. Both can be frustrating for the agent and costly for the business.

What if there were ways to make that experience better?

There are!

Join our ICMI community expert and inContact practitioner Jennifer Waite as they demonstrate how new call center technology can make the outbound experience more seamless—and personal—than ever. They’ll also offer tips and best practices for optimized outbound support. 

During this webinar you will learn:

  • How to improve the customer experience and increase customer loyalty
  • How predictive outbound dialers can increase agent efficiency
  • Tips for creating effective outbound agent scripts
  • What’s next for outbound predictive dialing technology

Join us for this interactive and informative hour—complete with audience polls and live Q&A.  Learn how you can leverage predictive outbound dialing to improve operations in your contact center.

Robert Archambault
Primary Consultant, Archnau Communications and Consulting

Rob Archambault is a contact center professional with 19 years of experience in a wide range of roles and contact centers. He specializes in quality management, workforce optimization and dialer operations. Rob has been with NICE Systems, INC. as a Business Consultant for the last year and a half developing new offerings and conducting advisory consulting engagements for NICE’s broad range of customers. Most recently, NICE has asked Rob to develop new consulting offerings meant to guide clients on industry best practices. Prior to joining NICE Rob operated his own contact center consulting company under the Archnau Communications and Consulting banner. He also was a member of HP’s World Wide Financial Industry Services global team working with international companies in Western Europe, the Americas and Australia to deliver consulting and business process outsourcing services. This is Rob’s second time serving as a judge for ICMI’s Global Contact Center Awards.

Jennifer Waite
Product Marketing Manager, inContact

In her role as Product Marketing Manager for inContact, Jennifer Waite is responsible for the development and marketing of inContact’s cloud-based contact center solutions.  Prior to joining inContact, Jen held the position of Vice President of Product Support and Design Services at TPG TeleManagement, Inc., a leading marketing firm supporting call center programs for Fortune 500 companies.  While at TPG TeleManagement, Jen led the creative design for all client monitoring forms, custom reporting and the team of support specialists for all online technology.

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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