InVision Software (FWB:IVX), a leading international provider of workforce management solutions, invites contact center managers, operations executives, workforce and forecasting managers to view the free webcast “Building a Multi-Channel Contact Center in the Era of Social Networking”. The web presentation is co-hosted with leading industry analyst Donna Fluss, Founder and President of DMG Consulting, and focuses on benefits and challenges of contact centers in the web2.0 era.

The concept of multi-channel contact centers was introduced more than 10 years ago, as the Internet became hot. Analysts anticipated that the Internet would alter the way that customers interacted with enterprises and that servicing organizations would be quick to adapt. Surprisingly, most contact centers have not yet become accustomed to the changing needs of their clients and still provide primarily phone-based support. Even worse, when they do provide support for alternative channels – email, chat, SMS, community bulletin boards and social networking – service levels and quality are inconsistent.

During the 40-minutes online presentation followed by a Q&A session, Donna Fluss and Craig Shambaugh, Vice President Sales at InVision Software, give a review of the emerging channels and when they are expected to become essential to leading verticals. The new multi-channel contact center and the impact of social networking on operations and technology will be presented, as well as best practices for forecasting and scheduling in a multi-channel contact center. Attendees will learn how to do multi-activity scheduling and how to involve agents improving their work-life balance in the era of social networking.

To access the free webcast go to:www.invisionwfm.com/engus/home/about_invision/events/tmcnet_com_online_webinar.

InVision Software is a world-leading supplier of enterprise-wide workforce management solutions which enable companies to optimize their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs more than 220 WFM specialists and has offices across Europe, North America, and South Africa. InVision Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt Stock Exchange. www.invisionwfm.com

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