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This document summarizes Siemens Enterprise Communications' presentation on contact center metrics, goal setting, and benchmarks. It describes two options for customized presentations or webinars on these topics that Siemens offers to contact centers for free, with no sales content. It provides contact information for Dennis Hauser to discuss setting up one of these presentations and emphasizes that Siemens was awarded best in both unified communications and IP contact centers by Nemertes Research in 2011.
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The document outlines a company with 16 years of experience in the contact center industry, specializing in managed services and operating in New Jersey, Warsaw, and Chennai. It provides a range of services including development and deployment of IVR applications, 24/7 support, and consulting for contact center optimization. The company is CMMI Level 3 and ISO 9001:2008 certified and has extensive experience working with Fortune 500 and 2000 customers across various sectors.Contact Center 09 Not Just Surviving But Thriving In油A Down Economy
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The document discusses strategies for contact centers to thrive in a challenging economic environment, emphasizing the importance of customer retention and cost control. It highlights the shift towards revenue generation, the need for improved technology, and the integration of analytics to enhance customer experience. Key recommendations include developing self-service options, fostering a unified multi-channel approach, and proactively engaging with customers to gather insights and improve services.Checklist for setting up a productivity - Oriented Call Center
Checklist for setting up a productivity - Oriented Call CenterEVoiP Store
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The document is a checklist for setting up a productivity-oriented call center, emphasizing the importance of aligning the center's goals with business objectives. Key considerations include identifying purpose, estimating staff needs, selecting an appropriate location, and choosing the right technology to enhance efficiency. A well-prepared plan and checklist are essential for establishing a successful call center that improves customer management and supports business growth.LonghoferDuaneResume2015-2
LonghoferDuaneResume2015-2Duane Longhofer
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This document provides a summary of Duane Longhofer's experience as a Telecommunications Systems Manager with over 20 years of experience in business management, process management, project management, and information technology focusing on network and telecommunication services. He has expertise in areas such as process design, metrics development, workflow management, IP telephony solutions, goal planning, contact centers, hiring and training, IVR development, business development, project management, and staff management. His career highlights include increasing call center capacity while reducing costs and implementing IP telephony solutions that saved companies money. He has held various roles such as Product Manager, Director of Telephony Services, IT Telecom Manager, and Senior Telephony Engineer.Ad
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- 1. Siemens Enterprise Communications I Didnt Go To School For This Contact Center Metrics, Goal Setting and Benchmarks Presented by: Dennis Hauser CCSE 2011 Nemertes PilotHouse Awards - IP Contact Centers - Unified Communications 息 2011 Siemens Enterprise Communications, Inc. Siemens Enterprise Communications, Inc. is a Trademark Licensee of Siemens AG.
- 2. 9+ Years of Networking Events Over the past nine years, hundreds of contact center managers, directors and VPs have attended our free contact center networking events in cities around the country and scored them 4.5+ on a 5-point scale.
- 3. Customized Presentation On post-session satisfaction surveys, >95% of attendees would recommend the Siemens Contact Center Networking Event to a colleague. In addition, some attendees ask if we could bring the presentation to their location so more folks could benefit. Which we have done on an ad hoc basisuntil now.
- 4. Option One Onsite / Webinar Lunch & Learn Scheduling our two hour program for contact center and non- contact center staff gets everyone on the same page, helps jump-start your new contact center initiatives, strengthen teams. Metrics and goalsASA, FCR, SL, AHTwhat is best for your enterprise? Why "benchmarking" and "six sigma" could be the wrong things to focus on in your contact center. How to calculate the value of a lost call...which could be the MOST important thing to do. Learn who is really to blame for not meeting your First Call Resolution goals. Why having EXTRA staff is more cost-effective than being "lean and mean". and much more!
- 5. Option Two One-on-One Webinar Ever wish you could get a second opinionfor FREE? Metrics, goals and reportswhats valuable, whats not. Agent scheduling & quality monitoring best practices, incentives & motivation, work-at-home agent considerations, how to blend all the different media types into your contact center. How to communicate to non-contact center colleagues that having EXTRA staff is more cost-effective than being "lean and mean". and much more! Very few of us went to school for customer service / contact center managementschedule your personal two-hour session and steal great ideas that have been discussed in 9+ years of networking events!
- 6. Small Print NOT a sales presentationno product information will be presented. FREEthere is no charge for the team or individual presentation. Fully customizablewill work with you to make sure the presentation content is relevant to your contact center current state and future goals. You do not need to be a current Siemens customer. To reiterate: There is no cost or obligation and no sales content. All we ask is that when/if your realignment calls for updated technology & services that we be given an opportunity to provide a proposal to meet those needs...we are very confident that our contact center applications provide the best price/performance on the market!
- 7. Next Step Contact Dennis Hauser to talk through program details and evaluate if the lunch & learn would be valuable for your team. www.LinkedIn.com/in/DennisHauser dennis.hauser@siemens-enterprise.com 847-598-3897
- 8. Recent Siemens News For their annual PilotHouse award, Nemertes Research conducts annual benchmarking in- depth interviews and electronic surveys with over 2,000 IT executives, asking them to rate the vendors they use. Siemens Enterprise Communications beat every other vendor in 2011 in BOTH the Unified Communication AND IP Contact Center categories!