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Islands of Excellence in a Sea of Mediocrity
Blueprint for a Modern Call Center

This webinar was originally broadcast on:
Wednesday, May 16, 2012 02:00 PM EDT / 11:00 AM PDT

For years call centers have been plagued by mediocre agents, with marginal training, spending their days in poor workspaces, in front of dated technology…providing a mediocre or worse customer experience.

Latest marketing data indicates that a merely “satisfied” customer is of little more value than an “unsatisfied” one. Yet, in today’s multichannel contact center environment, providing a truly exceptional integrated customer experience moves a “satisfied” customer to a new level. There, they will be evangelists and loyal supporters of your brand, representing significantly more lifetime value.

We all know the advantage of taking your contact center to the cloud; no cap ex, most current hardware and software, ability to rapidly deploy new apps and the ability to respond to change. But the modern contact center is about more than technology. It’s about interacting with social media, it’s about using text messaging and chat to prevent a live call, and it’s about providing a great customer experience at the lowest overall cost to serve.

Contact center outsourcers, as well as enterprise support centers need to rethink every aspect of their operation. In this Webinar the presenters will discuss how you can improve outcomes by 15% or more by:
  • Using psychological tools to hire the right people
  • Creating a desirable work environment
  • Investing in an optimal technology infrastructure
  • o Multichannel Cloud-based technology
    o Workforce management
    o Quality Management
    o Real-time metrics/reporting
    o Agent utilization
  • Creating a service delivery model based on real-time metrics and KPIs
In this informative webinar, join Craig Mento, CEO of NexxLinx and NexxPhase, Dave Rocker, COO of Covation, and Matt McConnell, CEO of Knowlagent. Listen in as they share how to apply years of experience as operators, consultants and suppliers to some of the most advanced contact centers in the world; to build the ultimate modern contact center.
Who should attend:
  • Senior Leadership in Contact Center Operations interested in improving performance and/or introducing new capabilities and applications
  • Senior Leadership in Marketing and Customer Experience Management
  • CEOs and executive management at outsourced call centers
  • CFOs and Leaders driving cost innovation

Craig Mento
NexxLinx and NexxPhase

Craig has more than 25 years of managerial experience within the technology and telephony industries. Mento has held senior positions at Vocalocity, Telera, TeleTech, Sperry, Bell Labs and Unisys.

Mento was the energizing force behind Telera's channel and sales efforts, focusing on service provider customers. Prior to that, he was responsible for directing the European subsidiary of TeleTech as President and General Manager. For over twenty years he spearheaded major programs at Sperry and Bell Labs. Mento graduated from The Citadel with a Mathematics degree with continuing post graduate work at Wharton and the Kennedy School for Government.

Dave Rocker

Dave Rocker is the COO of Covation, LLC, a business process outsource company and management consulting firm.

Most recently, Rocker served for over six (6) years as Executive Vice President of Global Strategy, Operations, and Solutions Engineering for a large outsourcing company. During Rocker’s tenure, the company successfully grew from $65 Million in annual revenue to over $700 Million. Rocker had primary service delivery responsibility for telecom industry clients including over 4,000 production employees and billings in excess of $200 Million annually. Rocker is also credited with many of the process improvements and technological advances that facilitated the corporate transformation to a solution-driven service delivery model. It was in this capacity that Rocker led the successful launch of seven (7) call centers in less than five (5) years. Rocker is an alumnus of Georgia Tech and holds a degree in Industrial and Systems Engineering.

Matt McConnell

Matt is chairman, president and CEO of Knowlagent. Matt co-founded Knowlagent in 1995 with a vision of helping clients improve the service that they deliver to their clients by improving the performance of their customer service agents. Today, the company is a leader in its market with more than 300,000 call center agents using Knowlagent every day around the world. Matt is the author of the book Customer Service at a Crossroads and holds eleven software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.


Peter Bernstein
Senior Editor

Peter Bernstein is a seasoned writer and professional with deep experience in the communications and IT industries. As a top-level industry analyst, Peter has keynoted major technology events and has been cited numerous times by The New York Times, The Wall Street Journal, The Los Angeles Times, USA Today, The Washington Post, Business Week, Fortune Magazine, ComputerWorld, NetworkWorld, Communications Week, among other publications.

Bernstein has authored or co-authored market research studies, CEO speeches, white papers, articles, and other content for major companies in the technology markets. His experience includes work with Alcatel-Lucent, Avaya, Equant, France Telecom, HP, Siemens, Verizon, Nortel, Wave Systems, and many more. He held the position of director of global marketing and communications at Telcordia.

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