Ready to Get Noticed? Selling the Value of the Contact Center Inside Your Organization

Roger Lee
This FREE webinar was recorded on:
Wednesday, April 20, 2016
01:00 PM - 02:00 PM EDT
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According to ICMI, over 62% of contact centers are perceived as a cost center by their organizations. Contact centers are continually asked to do more with less – save money, save time, optimize – and yet still deliver a memorable and effortless customer experience with every call. But do other areas of your organization know that the data collected in the call center is rich with insight?

Join Roger Lee, Principal Evangelist at HP WFO Software, to learn how to leverage the goldmine of information within your contact center to drive action across the enterprise. Roger will share insights on how to:

  • Partner and influence other parts of the organization
  • Deliver insights and results that build credibility
  • Become an agent of change and an effective advocate for the customer (and agent!) experience
Presenter:
Roger Lee
Roger Lee
Customer Experience Leader
HP WFO Software

As the customer experience leader for HP’s WorkForce Optimization solution, Roger Lee influences the overall strategic direction and product management for our HP Qfiniti product suite. In this capacity, he collaborates closely with customers, industry analysts, research and development, sales, and the senior management team to plan and implement the product roadmap as well as HP Qfiniti’s integration into the overall portfolio of related customer experience management products.

Mr. Lee has more than 20 years combined experience in finance, call center operations, information management systems, restaurant operations, payroll services and quality.  This experience includes developing and implementing a quality monitoring program, formalizing and implementing Lean and Six Sigma in the call centers resulting in approximately $10 million in cost savings. Roger has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers.
 
Finding ways to continue to improve the customer experience is essential. Roger welcomes feedback, questions, and discussions on how you are improving the customer experience in your organizations. Check out his blog – From the Desk of Dr. WFO - http://hpsw.co/Fp8e5B7 and follow Mr. Lee on Twitter @dr_wfo

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