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/.

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.

Can B2B Marketers increase revenues with tighter integration between your sales and marketing team functions?

In this special live webinar, two leading industry experts will address this question and those below that are top of mind for many B2B Marketing Executives today.

1. What technologies exist that will facilitate more collaboration between marketing and sales?
2. Should social media be part of your demand generation strategies?
3. What role does search marketing play in improving both the quality and quantity of your leads?
4. How will demand generation look different in 2015?

Join us for a conversation with Mac McIntosh (from The Business-to-Business Sales Lead ExpertsTM) and Gord Hotchkiss (author of The BuyerSphere Project) to discuss these and other existing realities that face B2B Marketers.

This webinar is recommended for VP's, Directors and Managers in Sales and/or Marketing roles.

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

An increasing number of Fortune 500 companies have started using Virtual Agents / Avatars to enhance their customers experience and decrease eCommerce bounce rates. Inteliwise is holding a Webinar on Wed, May 19th 2010 at 11AM PST / 2:00PM ET. Your invited to learn about the hotest call center replacement technology on the net.

Managing Gen X and Gen Y Employees -Lessons learned and emerging trends:
Generation X (aged 26 – 46) and Generation Y (aged 18 to 28) form the core of present day’s and the future contact centre workforce. Gen X and Gen Y are highly educated, technologically literate, networked socially and optimistic about their future. They have high and sometimes impossible expectations of their leaders for guidance and career aspirations for their success. They have also grown-up in times of economic prosperity and have limited coping skills for today’s more challenging economic environment where they have to interact with Baby Boomers and other generations including the silent generation before the baby boomers. The aging of the workforce and the increased focus on ongoing healthcare, retirement and pensionable benefits within the organization is causing many organizations to review the cost of carrying high costs for staffing within the new economic model.
In leading contact centers, complaints are increasingly seen as sources of valuable insight, rather than irritating distractions. In today’s climate however, the value is created not by dealing with one complaint at a time, but as groups, expressing the true “Voice of the Customer”. How do best-in-class, customer-centric, businesses extract this freely given value? Skills such as encouraging customers to talk and provide feedback to you, managing customer responses to feedback & complaints and listening to the ‘Voice of Customer’ and setting priorities within your contact centre involves several key elements for a winning recipe.
The current turmoil has spawned a great sense of urgency for businesses to respond by reducing their workforce and trimming capital spending as they scramble to cut costs and preserve shrinking profits. Many face the reality of restructuring and downsizing, including business giants like AIG, Sony Corporation, and Nortel who had announced massive restructuring plans. For many business leaders managing large-scale restructuring, it is easy to get lost in the challenges of immediate financial & organizational pressures, without giving much thought to maintaining employee engagement, motivation, & strong employee relations. This can affect employees' long term performance and also have a detrimental effect on your business - something shareholders and investors are keen to avoid. This presentation will take you through the systematic change processes that will enable organizations to move forward and positioned for growth in the economic recovery period
The war for talent has also begun and more organizations are seeking innovative ways to recruit, train and retain talent within the Gen X and Gen Y as the Baby Boomers are planning their retirement and succession planning programs for the transfer of skills, knowledge and expertise. Nowhere is this more critical than the contact centre industry which historically has struggled with high attrition rates. Coupled with this new phenomenon that appeared a decade ago at the turn of the century, many thought leaders and strategists within key industries have approached their national leaders to focus on skills for the new economy including technology spending and leadership training in colleges and universities. Subjects like environmental sciences and biotechnology inspired new innovative ideas like voice recognition and intelligent routing within a contact centre. Seamless data flowed through sites and time zones to enable and empower employees to serve and manage customer relationships 24X7 days.
Indeed the industry has been shaped significantly by these Gen X and Gen Y ideas fuelled by the inspiration from the Baby Boomers. Never has the world seen collaboration and innovation amongst 3 (perhaps 4) different generations in a workplace environment. This means the leader or the manager has to be equally equipped with the knowledge, skills and tactics to survive in a most unforgiving workplace environment. The shortage of talent has placed added stress to HR managers and Contact Centre leaders where outsourcing as an option creates other challenges. What to do? So little time…this seminar will be able to shed some light on key tactics and strategic options you can choose to avoid the problems that other organizations faced a few years ago. Two case studies will be reviewed as well.

In this seminar, Mohan will discuss the lessons learned from some organizations and the emerging trends that HR departments are commonly seeing within the workplace environment specific to the contact centre profession.
1) Daily Interactions with Gen X, Y and Baby Boomer Employees
2) Expectations of workplace from Gen X, Y and Baby Boomer Staff
3) Career Aspirations, Pay and Work-Life Balance, Can they co-exist?
 
Date: April 29, 2010
Time: 2pm EST
Price: $79.99 USD
 

Free webinar for call center managers, supervisors and executives.

Reduce costs and improve service levels by replacing spreadsheets with a workforce management solution. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will show you:

- How much spreadsheet-based scheduling costs you every month
- How a workforce management solution makes forecasting and scheduling easier, faster and more accurate
- How a workforce management solution can cost you less than spreadsheet based scheduling
- How you can get started using WFM in five easy steps - without buying and installing software

More information and registration at http://www.monetsoftware.com/Why-Monet/Webinars/

Learn from industry expert Chuck Ciarlo how "cloud computing" in your call center makes workforce management easier and more affordable:

- What is "cloud computing" based workforce management?
- How is it different from traditional workforce management software?
- What are key advantages of "cloud" based workforce management software?

If you are still using spreadsheets or other manual processes to schedule your agents you should attend this webinar. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will show you:

- How 7 proven tips can improve your workforce scheduling results
- How to implement and monitor those tips as part of your scheduling process
- How Monet’s WFM solution helps you automate those improved scheduling processes

Who should attend: Managers, supervisors and executives of call centers, contact centers and customer service

 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