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Contact center managers, whether
they're handling sales, service, support, or marketing, understand the
need to integrate CRM. Their goals are to raise customer loyalty, cut
costs, deal with variable call volumes, provide detailed analytics, and
otherwise work more efficiently and effectively. Examining best
practices is a great way to take the pain out of such a complex
integration project. Paul Nussbaum, VP of Marketing for AMC Technology
(integrating telephony and CRM applications since 1995), and Tracey E.
Schelmetic, veteran Editorial Director of Customer Interaction Solutions
magazine will provide concise checklists of best practices for call
center and CRM integration in this informative webinar.
This webinar is packed full of
easy to follow checklists the busy executive can use to take the pain
out of the
call center, as they implement CRM integration.
Topics covered include:
- Senior Management Buy-In Beyond ROI
- Change Management
- Scope Management
- Data Cleansing
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- Call Flows
- Multi-Channel
- Custom versus Off the Shelf
- Professional Integration Study
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Presenters:
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Paul Nussbaum |
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Tracey E. Schelmetic |
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VP of Marketing
AMC Technology
 Paul Nussbaum
is VP of Marketing for AMC Technology. He has nearly 20
years of experience in the industry with such companies
as Ericsson, Cisco, and LogicaCMG.
AMC Technology
provides a vendor certified solution to integrate CRM
applications with telephony and contact centers.
AMC's Multi-Channel Integration Server(TM)
(MCIS)(TM)
software solution greatly speeds and simplifies this
integration. AMC has been integrating telephony and CRM
applications since 1995.
AMC
Technology:
http://www.amctechnology.com/ |
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Editorial Director Customer Interaction Solutions
magazine,
Dot Commentary
 Tracey E. Schelmetic, Editorial Director of Customer
Interaction Solutions magazine, has been with TMC since
1998. In addition to her editorial duties for the
magazine, Tracey contributes an e-business column to
TMCnet, Dot Commentary, and Customer Interaction
Solutions final page column, Last Call. Tracey
frequently speaks at trade shows and industry events.
She is the MVP Quality awards judge, the keeper of the
Top 50 Teleservices Agencies Rankings and the chief
editor of the CRM Excellence Awards. Tracey holds a
Bachelors degree from the Fairfield University School of
Business. Tracey is a co-contributor to TMCnet's Call
Center CRM News Blog, which can be found at:
http://blog.tmcnet.com/ |
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