IAUG Atlanta Chapter Meeting: 8.24.17
Thursday, Agust 24, 2017| 10:00 a.m. – 1:00 p.m.
Maggiano's Little Italy
Perimeter Mall | 4400 Ashford Dunwoody Rd. Space #3035 | Dunwoody, GA 30346
Join us for the IAUG of Atlanta August Meeting, sponsored by Avaya and Teleopti!
Networking & Opening remarks, IAUG - Pamela Johnicans, Chapter Leader; Susan Teague, Chapter Leader; James McClain, Chapter Leader- 10:00 AM
Presentation, Customer Engagement – Experience is Everything, Mike Butts, Product Marketing, Avaya -10:30AM to 11AM
Contact center solutions play an important role for ensuring a great customer experience. However – they are just part of the solution. With the advent of digital transformation, customers interact with business in more ways than ever – often without involving agents. How are consumers raising the bar for meeting their expectation? Learn how evaluating the complete customer experience is the key, and take back ideas to help customers stimulate their customer experience strategies
Break: & Lunch - 11:00 to noon
Presentation: Improving the Customer Experience Leveraging Workforce Optimization and Workforce Management, Mike Butts, Product Marketing, Avaya & Brandon Rowe, Director of Marketing, Teleopti - 12:00PM to 1PM
Avaya Workforce Optimization Select is a modular Workforce Optimization (WFO) platform that delivers contact centers a diverse set of enterprise WFO applications that include voice and non-voice recording, quality management, performance management, live monitoring, coaching, e-learning and Workforce Management.
Workforce Management (WFM) can be a mission-critical requirement for contact centers requiring a WFO platform. With inevitable and uncontrollable challenges such as fluctuating call volumes, new customer communication mediums, agent turnover and varying employee proficiencies, today’s contact centers need a sophisticated WFM application to help them forecast service demands and create optimized staff schedules that keep agents engaged and improves the overall customer experience.
Attend this session to learn how to win more contact center deals when faced with a workforce optimization and/or workforce management requirement.
Closing remarks, IAUG - 1:00 PM
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