Wednesday, October 8

Larry Smothers, Global Partner Sales Manager, AMC Technology

This session is packed with checklists you can use to take the pain out of CRM integration. Learn how to raise customer loyalty, cut costs, deal with variable call volumes, provide detailed analytics, and otherwise work more efficiently and effectively. Attend this session to learn:

• How to achieve successful senior management buy-in, including methods for successful change management.

• How to ensure proper scope management to maintain project integrity.

• Things to consider when outlining your call flow, and how a multi-channel workflow differs from a regular call flow.

• The importance of data cleansing before the integration begins.

• The difference between custom and off-the-shelf integration solutions.

• What a professional integration study is and whether or not you need one.

All of the Help, None of the Hype...

When it comes to contact centre performance, it’s all about delivering the optimal customer experience at the lowest possible cost…

ICCM Canada will show you how to get there. Attend and choose from dozens of case-based sessions offering actionable advice for maximizing the financial and operational performance of your centre. Whether you’re looking for brand new approaches to the management of people, processes and technology, or would simply like to validate your existing plans and assumptions, ICCM Canada is the place to do it.

The conference features new content covering mission-critical issues in metrics, strategy, and customer experience management. You’ll walk away armed with the knowledge and tools you need to achieve unprecedented levels of operational efficiency, productivity and profitability. For more than a decade, ICCM Canada has delivered educational content and networking experiences to help contact management professionals fine-tune their skills, assess new technologies, maximize customer value, and build a professional network for guidance and support.

We look forward to seeing you at ICCM Canada!