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


Air Date: September 11, 2014
Time: 1 PM Eastern Time
Presenters:

Robert Archambault , Jennifer Waite , Erica Marois

Sponsor:

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.

Presenters
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 Marois, Sr. Manager, Content and Community, ICMI
Erica Marois
,

A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.



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Topics: Best Practices, Contact Channels, CSAT