Export the Contact Center up the Value Chain: Managing Beyond Traditional Queues

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In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations.  In the effort to deliver higher value service to many clients and stakeholders we are seeing innovative applications of contact center methodologies
beyond the traditional contact center environment.  Examples include high value agents moved outside of standard queues, expanding metrics and reporting technology to all critical points of contact to provide benefit to the organization beyond just recording a call.

This session will demonstrate how a companies can leverage the value of the
contact center across the entire organization, with a distinct focus on:

• Benefits of overlaying contact center methodology to key roles across geographies
• Enabling the high touch of DID and other direct points of contact
• Mining all customer interactions for actionable business intelligence
• Case study of the real benefits that a large financial services company has seen as a result

Presenter:

Koray Parmaksizoglu Director Client Services Telax Hosted Call Center

Koray Parmaksizoglu is the Director Client Services at Telax Hosted Call Center. He is a specialist in the contact center field, having innovated, deployed and managed contact center technology projects for over twelve years. Koray is accountable for all active Telax Hosted Call Center deployments including our key government and finance sectors.

Koray has been directly involved in developing advanced/non-traditional service models for Financial institutions like CI Financial, Ally, Walton Capital and Steadyhand Investment Funds. In a past life he was the founder of a BPO call center focusing on high technology and financial services.

His mandate continues to include working closely with the Telax user group and development team to strengthen the product roadmap with client suggested enhancements for the new iterations of the Telax Hosted Call Center platform. This has included the launching of a multi-channel universal ACD, workforce management and analytics modules, enhanced survey capabilities, automated outbound functionality, and advanced business continuity features for clients.
 

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