The Contact Center Summit Spring continues to grow and take shape as the integral part of the business strategy and driver of profitability for all organizations. As the first point of contact for customers, it must effectively mirror the strategy of the organization to deliver solutions to the customer while exceeding their expectations, cutting cost and improving service quality. This comprehensive summit will cover metrics as it relates to benchmarking, improving CRM initiatives, leveraging technology in the call center and outsourcing.



Sessions will focus on issues related to converting call-centers from back-office anchors to revenue producing, customer facing, 24x7, multimedia, integrated contact centers. Real-world experts in customer communication and service will discuss their experiences in enabling cross-channel interaction, while providing the opportunity to cut cost, generate sales and improve retention with minimum capital investment.