How can you successfully manage your contact centre under recession pressure?
Expert advice on how to use Workforce Optimisation to manage your contact centre through a downturn
Global WFO thought leader and author – Bill Durr - to explain how to balance Cost Reduction with Customer Centricity
Sabio event 29 January 2009 Central London – click here for free registration
LONDON – 5th January 2009 – Sabio, the innovative contact centre company, is hosting a free event in London on the 29th January to provide contact centre managers with practical, expert advice on how to successfully manage contact centres during a recession.
The event will include a talk by Bill Durr – a global thought leader and author on workforce optimisation strategy – who will provide delegates with a detailed roadmap for optimising every contact centre’s most valuable resource – its people – through workforce optimisation.
Andy Roberts, Commercial Director at Sabio, comments: “While it is recognised that organisations probably need to reduce costs in the current economic climate, this event will demonstrate how to optimise the contact centre without sacrificing business critical customer service levels. We will discuss how organisations can exploit their existing operations budgets and focus on where to strategically invest in order to realise rapid business efficiency and returns.”
Bill Durr, Principal Global Solutions Consultant for Verint Witness Actionable Solutions added: “When times are tough the contact centre’s performance is fundamental to business success. Those responsible for customer contact need to know how to make their contact centre lean without sacrificing customer service. Workforce optimisation initiatives can unquestionably help to control costs but also position the contact centre to deliver greater value to the enterprise in the form of customer intelligence.”
About Bill Durr
Bill Durr is Principal Solution Consultant of Verint Witness Actionable Solutions. He is the author of “Customer Centricity through Workforce Optimisation” published by ICMI Press June 2007.
