CINCINNATI, OH--(Marketwire - Oct 4, 2012) - Contact centers are spending a significant amount on their quality assurance functions in terms of capital, hardware, software and resources like training, listening and reviewing. But a lot of these functions are implemented at the end of the interaction process, which can occur days or weeks after the interaction has occurred. Contact center leadership needs to shift investments from end-of-the-line QA to infusing quality into the organization and interactions.
Brian Flagg, from Cincom Systems' Customer Experience Management Division, Cincom® Synchrony™, will be speaking at the Contact Center Association Fall Conference in Miami, FL on October 9-2. His session, titled "Total Quality Management," will help participants take a holistic assessment of their organizations in regards to quality and hone in on the contact interactions themselves. He will also touch on how to design and use technology to ensure that the delivered interaction meets the goals of the designed interaction.
Brian Flagg has 32 years of IT experience, including 19 years of support contact center leadership experience. He recently published the book, "Contact Center Excellence: Standing Out from the Crowd," about using strategy to drive quality and measurements, the importance of managing variability, how to hire the right staff and how to ensure they are engaged.
Visit the Cincom booth to win a signed copy of the book.
To register for the Contact Center Association Fall Conference, visit the Contact Center Association website here.
Cincom Synchrony is a CEM Solution for contact centers that guides smarter interactions with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.
For 44 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps customer-centric organizations differentiate and outperform through customer experience management.