Track 2 - Day 2
The Contact Centre 2010 and beyond
1.30pm
Technological development moves at a rapid pace and customers expectations change over time. What will the contact centre of the future look like, and what do you need to do to get ready. What are Avaya and callcentres.net predicting?
SPEAKER: Dr Catriona Wallace, callcentres.net and Rod Maxwell, Director Business Consulting Group, Avaya Asia Pacific
Adding contact channels to your existing contact centre
2.10pm
This session looks at the business benefits and the importance of your multimedia strategy as it applies to customer service. Anthony will explore traditional contact centre channels such as voice, email, web chat and will also look to the future of social networking, video and the possibilities that presence can bring to your organisation.
SPEAKER: Anthony Brown, Business Consultant, Avaya South Pacific