Monet Software will host a webinar on Thursday, August 5, 2010 at 10 AM PST with the topic “Best Practices in Call Center Scheduling”. The webinar is based on the premise that optimal call center performance starts with an optimal schedule. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will talk about the following topics:

- Schedule optimization: How to properly handle call, non-call activities and exceptions, breaks, lunches, training, etc.

- Forecasting: How to deal with call volume fluctuations and adjust schedules

- Schedule adherence: How to set goals, measure adherence and keep agents motivated to adhere to schedules.

Those interested in attending this complimentary webinar can register prior to the event at http://www.monetsoftware.com/Why-Monet/Webinars/.

Nine out of 10 major brands have reported struggling with local marketing automation (LMA). More than half abandon the effort within three years--and many who remain limp along with mediocre results.

In this hard-hitting, no-holds-barred webinar, an expert practitioner in the local marketing automation space will cover 10 of the most common mistakes a brand can make when building, launching and enhancing an LMA system.

As you'd expect, you'll pick up a lot of how-tos. But more important, you'll pick up the vital how NOT tos. For instance:

* How NOT to set unrealistic expectations about local ad building.
* How NOT to miss the critical design challenges that are staring you in the face.
* How NOT to turn your agency and creative partners into passive-aggressive enemies of your project.
* How NOT to isolate your system in a vacuum
* How NOT to fall prey to the "cheap and cheerful" myth of web-to-print.
* How NOT to lock yourself into a one-channel system when you're living in a multi-channel world.
* How NOT to build a brand-centric system that leaves the real-world needs of your local marketers out in the cold.

You'll see real-world statistics on user adoption and discover the three fascinating--and almost always overlooked forces--that make adoption happen. In the end, we'll leave you with a clear sense of the journey that successful local marketing automation requires--and a firm conviction that the goal is worth every step on that path.

How accurate is your forecast? Do you have challenges with forecasting special days and events? Are you caught by changes of call volume during the day that you were not expecting?

Optimal call center performance starts with an accurate forecast. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will explain how to overcome 3 common forecasting challenges:

* How to forecast for special days and events
* How to stay on top of intra-day call volume changes
* How to forecast for multiple skills and call types

This webinar is for call and contact center executives, managers, supervisors, and workforce management analysts. Please go to How to improve forecast accuracy in your call center to register for this free webcast.

Register - https://www1.gotomeeting.com/register/167657136

Tuesday, May 25, 2010 11:00 AM - 12:00 PM EDT

Many organizations have spent millions of dollars selecting and implementing CRM solutions over thepast several years. Many of these solutions have become obsolete, acquired by larger softwarepublishers who are not supporting older version, and are unable to take advantage of the latesttechnology.

Even more frustrating is that the annual support and maintenance for many older solutions can cost more than selecting and implementing a completely new system utilizing state of the art technology.

And, the worst scenario of all . . . many organizations have spent millions of dollars and failed to successfully select and implement an organization wide CRM solution that meets the exacting demands of the Marketing and Sales functions.This webcast will help you evaluate your current CRM solution environment and understand the pros and cons of upgrading versus replacing with new technology.

Mike Holland, Director of Microsoft Practice for Ecomnets, one of the industry's leading authorities on CRM selection and utilization will help you to:

• Evaluate your current CRM environment and how well it meets your organizational goals
• Be able to select the CRM approach that is best for your organization.
• Learn the techniques for developing a CRM solution today that will support future business growth and enhance your competitive position in the market.
• Understand the critical impact of the Internet and cloud enabled applications in the CRM arena.
• Develop a comprehensive evaluation checklist of the crucial CRM functional requirements
• Be able to efficiently prepare Requests for Proposal (RFPs) for new CRM upgrades or replacements with related technology.
• Discuss CRM contract design and vendor negotiation strategy.

Who Should Attend:

• Chief Financial Officers
• Chief Marketing/Sales Officers
• Vice President of Marketing
• Vice President of Sales
• Sales Managers
• Marketing Managers

www.EcomNets.com

Do you spend too much time on call center scheduling and still don't get the expected results?

Learn how to simplify call center scheduling by replacing your spreadsheets with a cloud-based WFM solution. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will show you:

- Why spreadsheet-based scheduling costs you time and money
- How a WFM solution frees up time for important tasks such as agent coaching, training, etc.
- How a cloud-based WFM makes it simple and affordable to schedule your agents

Webinar Overview:

In the search for increasing shareholder value, lowering costs and
increasing market share, organizations have begun to demonstrate greater
efficiencies and improved performance in the newly defined global economy.
Re-engineered processes have and innovative programs like Lean Six Sigma
have heightened the ability of organizations to successfully capitalize on
the value of the companyès assets in significant ways. Yet, in the midst of
all these performance improvement programs and initiatives most managers
agree that the single greatest asset of the organization - the contact
centre is being underutilized.
The fundamental shift is in the metrics that show key areas of improvement
or key areas of strength within the organization. Within the myriad of
metrics available today, which is relevant to a particular organization
within a particular industry varies depending on the leadership of that
particular organization. What may be the next new flavour of the week,
month or quarter depends on whom you speak with.
In this seminar, Mohan will describe a process of identifying the relevant
metrics for your particular organization which yields the results that matter
- both to internal and external stakeholders.
He will show you how to create a
scorecard that quickly allows you visibility into your operations using
effective Lean Six Sigma techniques.
 
Who Should Attend?

This 2 hr webinar is directed to anyone who is in a Leadership capacity(Directors, Managers, Team Managers, Team Leaders, Supervisors, etc) .
It will also be beneficial to all QA Associates.

 Omni launched its European office in October 2009. To increase sales in the region and provide enhanced local support, Omni is looking for partners in the UK, Germany, Austria, Switzerland and across all of Europe.
If your company is active in the areas of identity management or customer relationship management (CRM) – both in terms of software sales and support activities – Omni EMEA invites you to participate in this orientation and training seminar. 

Who Should Attend:

• IT Directors, Help Desk Managers and Security Managers
• CRM Specialists
• Network and Email Administrators
• Operations and Sales Directors
• Microsoft MVPs

In recent months most discussions around Lean transformations in
Contact Centres have understandably evolved around managerial and
strategic matters. This webinar will explore many of the misunderstood and
forgotten elements of the original LSS model and foundational
practices that comprises a good Quality Monitoring Program within
contact centres.

Join Sean Devlin, Software Engineer of Servoy USA, for a one-hour, information-packed webinar and learn the ins and outs of setting up security for your applications.

Learn how to implement security at all levels of your solutions:
- from setting up the basics: users and groups and secure logins
- to designing security rules at the data level and in the UI
- to advanced security: roll-your-own security model, give your users access to the security functionality using some features new in Servoy 4.x

Find out more by attending this eye-opening webinar!

All you need to attend this webinar is a web browser and a telephone. Make sure to register as soon as possible if you plan to attend - as space is limited and this session WILL NOT be recorded.

This webinar will be hosted by Brenda Christensen, co-founder of GoldMine, a successful CRM ISV; and Patrick Hinojosa, former CTO of Panda Security, a successful security ISV. Brenda and Patrick will disclose how they withstood the constant battle with their competitors and Microsoft, gaining marketshare while keeping costs low, and how to choose the right technology vendor on which to base that growth.