Does Your Call Center Affect Profits?

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Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes.

In this webinar we will help call center executives learn how to better navigate the changing business climate and role of call centers when we review the results from the 2011 Call Center Satisfaction Index Report. We’ll look at trends and impacts of off-shoring, social media, the changing nature of service channel preferences, and the changing mix of call types being handled by call centers.

Industries covered include retail, software, banks/credit unions, health insurance, property and casualty insurance, cable and satellite TV providers, cell phone service providers, and personal computers.

Presenter:

Terry Dean Redding Director of Product Development and Delivery CFI Group

Terry Redding joined CFI Group in February, 2007, and is the Director of Product Development and Delivery with specific responsibility for CFI Group’s call center practice. Terry has experience with sales and customer service process design, CRM software design and implementation, Balanced Scorecard and new product development. He has expertise in mass market retail, automotive (domestic and international), software, banking and consulting.

Terry is a former instructor for the American Management Association in the area of corporate performance management. He holds an MBA from Northwestern University, Kellogg Graduate School of Management, and a BA in Economics from the University of Michigan.

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