Title: How Web 2.0 Will Change the Way Contact Centers Do Business Date: November 6, 2008 12:00 Noon Central Time Presenters: Paul Stockford, Chief Analyst, Saddletree Research, Inc., Register: Click here to Register From the Webinar Website:

Web 2.0 services will undeniably and significantly alter contact center operations and management forever. Defined not as a new technology or technological development, but rather as a new way of using Internet attributes that have actually been available for years, Web 2.0 will begin to find its way into the contact center with the next generation of customer service workers, known as the “Millennials". The millennial generation, defined as those born between 1982 and 1997, comprise an increasingly greater percentage of contact center employees. Their expectations of workplace and customer communications differ greatly from those of the generations they are replacing. Immersed in digital technology their entire lives, they look toward mobile communications and the Internet for communications and information - and will utilize those familiar tools in the workplace. The face of contact center operations is about to change and management will have to change with it. Preparation for, and understanding of, Web 2.0 services will be key to embracing and taking advantage of the coming millennial revolution. Participate in this live and interactive Web event to learn: - Why a down economy is the ideal time to look at leveraging Web 2.0 strategies and tools - Why the impact of Web 2.0 on the contact center of the future is undeniable and unavoidable - What increasing roles social and collaborative networking sites, such as Twitter and eBlogger, play in the customer experience arena - How contact centers that reinvent themselves will lead the pack in a Web 2.0/millennial world - What you can do to prepare yourself and your organization to take full advantage of the benefits Web 2.0 has to offer your center