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Friday
Nov062009

Contact Center Event to be held on November 24. Request an invite now

Frost & Sullivan and Verint jointly present...

Preparing for the Upturn
Driving Efficiency and Effectiveness
Industry Trends, Growth Perspectives and Technology View Points
Tuesday, 24 November 2009
at Hotel Sofitel Philippine Plaza, Manila

The current economic crisis has put severe pressure on organizations to ensure growth and profitability. To achieve these two metrics in today’s economy, organizations need to be ever more customer centric, agile and cost-conscious. Technology plays a key role in enabling organizations in both these aspects. 

Customer retention needs to be top priority for all organizations, as the recession tends to increase customer churn, giving customers more options and better deals. In addition to managing rising customer expectations, we believe one of the most important considerations right now for any organization must be to focus on efficiencies. The biggest cost element in any contact center and BPO operation is the human cost, and hence focus on workforce optimization is critical today. 

Frost & Sullivan in collaboration with Verint presents "Preparing for the Upturn - Driving Efficiency and Effectiveness" -- an event designed to help you improve your strategic position in the marketplace.

Request an invitation now

Agenda

9:30 am - 10:30 am
Registration & Morning Refreshment

10:45 am - 11:00 am
Welcome Address

11:00 am - 11:30 am
Preparing for the Upturn -- Driving Efficiency & Effectiveness: 
Industry Trends and Perspectives
by Shivanu Shukla, Industry Manager, ICT Practice, Frost & Sullivan

  • Current economic environment and implications
  • Importance of customer care in a down economy
  • Technology trends that address current challenges & prepare for the future
  • Best practices that drive efficiency whilst increasing customer satisfaction

11:30 am - 12:00 pm
Technology Viewpoint
by Rajeev Venkat, Solutions Director, Verint Witness Actionable Solutions, Verint Systems Inc.
 
The business benefits to be derived from utilizing Workforce Optimization (WFO) technology and methodologies will enable organizations to survive during the current economic crunch and gain an edge over their competition as they prepare for the upturn.

12:00 pm - 12:30 am
Industry Best Practices

How progressive organizations are adopting an enterprise-wide approach to their WFO initiatives, deploying a unified technology platform and best practice strategies to optimize their people, processes and technology across the entire business operations including contact center, backoffice and branches.

12:30 pm - 2:00 pm. Networking Luncheon

To request an Invitation

Submit an invitation request via our Contact Form. Please include your Name, Company, Title or Role, and contact information. Thank you!

ENTRY IS BY INVITATION ONLY