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Appraising Call Center Performance and Leveraging the Cloud

This webinar originally broadcast on:

Tuesday, November 08, 2011 02:00 PM EST / 11:00 AM PST

James Dunn has conducted enterprise performance appraisals on behalf of investors and business owners for call center businesses in multiple industries, and is now CEO of a cloud-based call center service provider, TelStar Hosted Services, Inc.

James will provide call center managers with a method to conduct an objective, pragmatic analysis of the operating and financial realities of their business, and how to obtain the necessary information to improve a business’s performance and/or to mitigate its risks; a prioritized set of strategic and tactical action items designed to meet key business goals in areas such as profitability, cost control, sales effectiveness and operational efficiency; and suggestions on how to develop a near-term implementation plan with measurable performance targets and accountability.

In addition, James will provide an overview of how cloud-based call center services can help call center managers to improve the efficiency and effectiveness of their call center services, be they inbound customer care or help desks, or outbound telemarketing and sales. Lastly, James will provide information on how to evaluate a call center service provider.

What will attendees learn?
  • How to assess your call center’s operating and financial efficiency
  • How to set goals to improve profitability, cost control and effectiveness
  • How to set performance targets and measure accountability
  • Advantages of cloud based call center solutions
  • What you should look for in a call center service provider

Who should attend?
  • Call center managers facing hardware/software issues and rising maintenance costs in their call center
  • Managers responsible for improving the customer experience
  • COO, CIO, CTO, Operations Management, Contact Center Director
  • Managers and Directors of business units that rely on call center technology
  • IT leadership interested in learning more about call center management and cloud-based technology options
  • Small business owners that run an operation with high volumes of phone calls
  • CEOs trying to get call center issues out of the boardroom

James P. Dunn
CEO, TelStar Hosted Services, Inc.

James P. Dunn led the acquisition of Telstar Hosted Services, Inc. in 2009. Jim has spent over 30 years in the information and telecommunications industries in executive management roles. Prior to joining TelStar Hosted, Jim was a founding member and managing partner for D Partners, a boutique consulting firm focused on transforming tough business situations into profitable business ventures in the High Tech, Financial, BPO and Customer Care industries. Jim has operated as executive management for publicly and privately held companies like GE ITS, SITEL, Stream International, Access Graphics, Oppenheimer Funds, and Kemper. Jim serves (or has served) on various boards including Capstone Strategic, Remote Power, and CLBL. Jim holds a BSBA and MBA from the University of Denver.


Juliana Kenny
Web Editor

Juliana Kenny is a Web Editor for TMCnet focusing on customer relationship management as well as call center, VoIP, and telecom-related news. She graduated from the University of Connecticut with a double degree in English and French, and is a member of TMCnet’s video newsroom team covering daily news as well as the ITEXPO conferences on camera. Juliana brings editorial experience from the creative literary magazine industry as well as the beverage and label markets to the editorial team at TMCnet.

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