Contact Center Innovation: What the Future Holds

Running an effective, profitable customer-support operation is like spinning a stack of plates. One plate is speed of delivery, another one is quality of support and yet another is cost of operations. Each plate is critical to the success of the organization. And a strong metrics program is what keeps all the plates in perfect balance.

Join Customer Management IQ for an interactive Webinar with John Ragsdale, Vice President of Technology Research at TSIA to learn which qualitative, quantitative and cost metrics to include in a dashboard for customer service or technical support. Ragsdale will demonstrate how companies are leveraging innovative remote-support platforms to create and automate effective dashboards.

Attend this Webinar to learn:
-Strategies for measuring success and improving service quality
-Key metrics for 2010
-How to predict problems before margins are impacted
-And more!

Sign up now at http://www.customermanagementiq.com/webinarinfo.cfm?externalid=166 to reserve your spot for this free webinar!

This webinar is presented by John Ragsdale, Vice President of Technology Research at TSIA and Customer Management IQ.

John's area of expertise is in creating strategies for improving the overall customer experience and services operation through the use of technology. John drives the Association's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies. Prior to joining the Association, John spent over six years at Forrester Research as Vice President and Research Director

About Customer Management IQ:
Customer Management IQ (www.customermanagementiq.com) is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of articles, videos, online seminars, live conferences and more.

About GoToAssist and Citrix Online:
GoToAssist Corporate provides a comprehensive and secure remote-support solution for your multi-agent support organization. Improve customer satisfaction, increase first-time call resolution and streamline operations with advanced administration, reporting and integration features.

Citrix Online is a fast-growing division of Citrix Systems, Inc. (Nasdaq: CTXS), based in Santa Barbara, California, with satellite offices and data centers around the world. Every month, more than 17,000 new customers start using Citrix Online's services to work from anywhere with anyone – using our remote-connectivity tools to save time, get more done and connect to others around the world.