Appraising Call Center Performance and Leveraging the Cloud
Tuesday November 8 2011
TIME: 2:00 PM EST/ 11:00 AM PST
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James
Dunn has conducted enterprise performance appraisals on behalf of
investors and business owners for call center businesses in multiple
industries, and is now CEO of a cloud-based call center service
provider, TelStar Hosted Services, Inc.
James will provide call center managers with a method to conduct an
objective, pragmatic analysis of the operating and financial realities
of their business, and how to obtain the necessary information to
improve a business's performance and/or to mitigate its risks; a
prioritized set of strategic and tactical action items designed to meet
key business goals in areas such as profitability, cost control, sales
effectiveness and operational efficiency; and suggestions on how to
develop a near-term implementation plan with measurable performance
targets and accountability.
In addition, James will provide an overview of how cloud-based call
center services can help call center managers to improve the efficiency
and effectiveness of their call center services, be they inbound
customer care or help desks, or outbound telemarketing and sales.
Lastly, James will provide information on how to evaluate a call center
service provider.
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| What Will Attendees Learn? |
- How to assess your call center's operating and financial efficiency
- How to set goals to improve profitability, cost control and effectiveness
- How to set performance targets and measure accountability
- Advantages of cloud based call center solutions
- What you should look for in a call center service provider
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| Who Should Attend: |
- Call center managers facing hardware/software issues and rising maintenance costs in their call center
- Managers responsible for improving the customer experience
- COO, CIO, CTO, Operations Management, Contact Center Director
- Managers and Directors of business units that rely on call center technology
- IT leadership interested in learning more about call center management and cloud-based technology options
- Small business owners that run an operation with high volumes of phone calls
- CEOs trying to get call center issues out of the boardroom
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Presenters:
| James P. Dunn |
| CEO, TelStar Hosted Services, Inc.
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 James
P. Dunn led the acquisition of Telstar Hosted Services, Inc. in 2009.
Jim has spent over 30 years in the information and telecommunications
industries in executive management roles. Prior to joining TelStar
Hosted, Jim was a founding member and managing partner for D Partners, a
boutique consulting firm focused on transforming tough business
situations into profitable business ventures in the High Tech,
Financial, BPO and Customer Care industries. Jim has operated as
executive management for publicly and privately held companies like GE
ITS, SITEL, Stream International, Access Graphics, Oppenheimer Funds,
and Kemper. Jim serves (or has served) on various boards including
Capstone Strategic, Remote Power, and CLBL. Jim holds a BSBA and MBA
from the University of Denver.
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| Erik K Linask |
| Group Editorial Director
TMCnet
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 Erik
oversees the daily operation of TMCnet, which delivers news,
information, videos, white papers, podcasts, and more to three million
visitors each month. He is also a contributor to TMCnet as well as
TMC's IP Communications publications. Prior to joining the TMC team,
several years ago, he was Managing Editor at Global Custodian, a global
securities services publication, where he also managed the magazine's
survey research. Erik began his professional career at management
consulting firm Leadership
Research Institute.
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| Sponsors: |
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