Call Centre Expo – Show News
Read on to find out the latest show news and who will be unveiling what at this year’s Call Centre Expo.Genesys Telecommunications Laboratories will give the first public demonstrations of its intelligent Customer Front DoorTM (iCFD) concept at this year’s Call Centre Expo, on 16th and 17th September.
The iCFD brings an innovative personalised customer service approach to contact centres in all industries, which ensures that every caller is appropriately recognised, welcomed into the company and dealt with effectively through either self or assisted service, every time.
“Customer service is even more important now that consumers are starting to count their pennies a little more carefully – so keeping customers is critical to every business,” commented Bruce Eidsvik, Genesys Vice President of Voice Portal Sales, EMEA. “We will be at the Exhibition to show people how they can use an intelligent mix of technology, processes and contact centre culture to influence customers in the right way. A happy, loyal customer is worth more to a business than a frustrated one. This may seem like a truism, but there are still many companies that have a significant disconnect between the contact centre and the main strategic drivers of the business – which simply shouldn’t be happening.
“Genesys works with a range of partners to enable contact centre clients to access genuine best-of-breed solutions that cover their entire range of needs,” Bruce Eidsvick continued. “Right now we are integrating voice biometrics technology into the iCFD, to complement the strong speech recognition and Identification/Verification technologies that exist there already.”
Genesys will be based on Stand E11 at Call Centre Expo and visitors will be welcomed throughout the day to talk with Genesys implementation and strategy experts as well as selected partners that complement the iCFD strategy.
GMT Corp will be exhibiting at this year’s Call Centre Expo to offer practical, cost-effective solutions to your workforce management challenges in your call centre.Delegates attending this year’s conference will learn how Eurostar, West Midlands Police and Ingenico use GMT Planet to reduce overtime costs, reduce staff turnover and improve customer satisfaction with call handling.
GMT’s message for this year’s show is clear: in a tightening economy, optimisation of your workforce is of paramount importance. If you do one thing in 2009 to improve the productivity of your call centre, review your workforce management processes and solution. DMG Consulting would agree with the productivity message. Following a recent review of contact centre workforce management solutions Donna Fluss, president of DMG Consulting explained, “Workforce management solutions are the most important productivity tools in contact centres. Although these solutions have been around a long time, they are just beginning to receive the attention they deserve by the market.”
At this year’s show, the GMT team will be on hand to demonstrate the latest version of GMT Planet, which this year includes Popup Notifier – an instant messaging tool for supervisors to quickly communicate time-sensitive information to employees. Visitors will also have the chance to attend up to three daily presentations on the stand, covering topics such as Forecasting and Scheduling for the Back Office. There will also be an opportunity to pick up one of the practical ‘How To’ Guides on a number of business challenges such as ‘Managing Home Workers’, and a chance to book a free consultation for a personalised ROI report on the impact that workforce management could have your own organisation. Visit GMT, stand E17 Call Centre Expo, 16 – 17 September 2008, Birmingham NEC
At this year’s Call Centre Expo, InVision Software presents the new release of its software solution InVision Enterprise WFM.In addition to the new modules HolidayManager and JobProcessor, version 4.6.0 offers fully integrated time & attendance functions and enhancements to many areas of the product which make the software tool for optimised employee scheduling even more powerful and user-friendly.
Call Centre Expo takes place on 16th – 17th September at the National Exhibition Centre (NEC) in Birmingham and is a key event for the international call centre industry. On the second day of the show, in the Call Centre Technology Theatre, InVision will demonstrate how to apply the tools and techniques of workforce management beyond the realm of inbound and outbound call centres and optimise staff scheduling right across the enterprise.
Visit InVision Software at the 2007 Call Centre Expo: Hall 9, stand D25Attend the InVision session at Call Centre Technology Theatre: Wednesday, 17th September 2008, 15:40 p.m.
Call Centre Expo 2008, Europe’s number 1 event for customer contact solutions, is campaigning to improve contact centre performance one step at a time, through its ‘change one thing’ campaign. Staff motivation & retention, customer experience & satisfaction, operational efficiency, existing technologies, whatever the challenge in the contact centre to overcome – we guarantee that you will find the corresponding solution at Call Centre Expo to see the positive impact on your organisation. Find out how past clients of the event’s exhibitors have achieved success by changing one thing using their solutions, or learn new ideas in the many seminars on offer and don’t forget to tell us about the ‘one thing’ you want to change whether it is a technology, a process, system or staffing challenge. And don’t forget to look out for on-site promotions.Plus, don’t miss Customer Management Expo, the UK’s only dedicated exhibition & conference for integrated customer management solutions, taking place alongside the event. Even more solutions, suppliers and seminars available. For more information or to register for free attendance go to www.callcentre-expo.co.uk or www.customer-expo.co.uk.
