Cultivating healthy and successful reward and recognition programs in a Help Desk environment can be tricky - what works for a large, multi-site organization doesn't always work for a Help Desk agent population. Gain new insights and creative strategies that will help you create positive energy with multiple reward and recognition programs - including easy, no-cost methods to spotlight individuals and groups within your contact center.

Technology today has empowered companies with the ability to conduct business from continent to continent within seconds - which has brought a new and critical dimension to customer service organizations globally. Team dynamics, building self esteem, fostering employee respect and diversity are all crucial elements in ensuring your company is delivering the highest level of quality service. Discover how you can harness skill and dedication through a comprehensive quality assurance program and facilitate a self-discovery learning process that spans across the globe.

The combination of having a strong quality program along with an effective workforce management tool can have a dramatic impact on your bottom line. Need proof? Learn how Knology - a telecommunications service provider - boosted productivity and increased customer satisfaction by deploying quality monitoring and workforce management technology, and achieve maximum results.

Quality, performance and coaching methods are all critical elements of The Hartford's customer experience management strategy, which helps the company deliver outstanding service levels and controls costs. Learn how the company's technology investments - including customer interaction recording, contact visualization, online score carding, and after call surveys - fit into its strategic customer experience management model, which has helped the company achieve its business objectives in the contact center and throughout the enterprise.

Contact centers today struggle with doing more with fewer resources. Discover how Nissan Motor Acceptance Corporation’s contact center achieved amazing results by implementing a workforce management solution – and the plan the company used to dispel the perception of intrusion by its agent population through effective communication of the benefits of using workforce management technology.

As your business changes, you should ask yourself if your quality program has evolved to help your company reach its objectives. Capitalize on the recorded voice and data to align your agent performance to your company goals to maximize your contact center's impact. Accor North America will share their stages of development, highlight the importance of networking and share best practices.

Hilton Honors Worldwide recently achieved certification as a "Call Center of Excellence" by J.D. Power and Associates. Learn about the ten steps your contact center should follow to achieve this distinguished mark, and discover how Witness Systems' solutions can help you get there.

Most call center operations track metrics such as Abandon Rate, Availability and Agent Utilization, Customer Satisfaction, Handle Time and Quality Monitoring. Learn how Witness Systems and RedPrairie teamed up to deliver a performance management solution that tracks intra-call level activity. The ability to quantitatively track what agents are doing during the call can increase productivity 15-30% by decreasing lost time, focusing training requirements and providing visibility into agent performance based on discrete engineered standards.

Today’s contact center is challenged with communicating through a variety of channels. Whether it's e-mail, the Internet, IVR, or telephone, being able to deliver an excellent customer experience is critical. Learn how to incorporate customer satisfaction feedback for continuous performance improvement and the tools and strategies using Witness Systems' quality monitoring and evaluation technology to provide insights into these improvement opportunities.

How does your company define contact center excellence? Does your company perceive the contact center as a wealth of critical business data? Learn how Charter Communications is transforming its contact centers across the U.S. - with a critical focus on excellence - using Witness Systems' solutions as a standard for benchmarking and performance improvement.

Many companies today struggle with finding the right blend of technology, people and processes to ensure success. Hear how New York Life Insurance Company designed a winning strategy that brings workforce planning, workforce management, the capture of customer data, and performance monitoring together to provide the right metrics and information for the company to make intelligent and effective business decisions.

Your Quality Monitoring system holds the keys to many different areas of your business. By leveraging features such as Advanced Business Rules and detailed evaluations, you can take your first step in conducting Root Cause Analysis. This session is designed to help you better utilize the powerful business rules engine and custom evaluation forms interface to help you discover what is going on in your contact center and how it may be affecting other areas of your business.

Learn how to take quality monitoring and workforce optimization to the next level by implementing a training plan that includes eLearning. Understand how Witness' Actionable Learning solutions can improve your training content, delivery, tracking, measurement, and most importantly, your results.

Discuss the process of aligning the model used in your workforce management system with the realities of your contact center operation. The focus of this session will be on calibrating system settings and forecasting/scheduling inputs to produce the most accurate possible predictions of staffing needs and service level results.

Learn how our leading-edge Performance Management applications can take your WFM and Quality Monitoring investments to the next level of operational efficiency and customer intimacy.

Come and find out how your most requested WFM enhancements have now become exciting new features in WFM 4.6. Learn the benefits customers are enjoying and catch up on the compelling reasons why many are upgrading to the new 4.x platform.

The long-promised applications of speech analytics are here! Content of the spoken call can be searched and classified, directly boosting understanding of customers wants and peeves and of the business itself. See how real companies are benefiting from it today, whether it is monitoring response to marketing communications, locating specific calls for supervisory review, or examining and optimizing customer-handling processes.

Today's contact centers require dependable tools that measure performance across quality teams, supervisors and agents in a fair and objective manner. All centers should have a calibration process in place. Learn about best practices and procedures for ensuring consistency between evaluators, a key for receiving reliable data from your quality efforts. Who should be involved in the process and how often it should be done will also be covered. This session will include "how to" calibrate using the Witness quality monitoring system.

At Witness Systems, world-class customer service is our aim. And it all starts with a network of support professionals committed to your success. This session is intended for all former Blue Pumpkin customers wanting to learn how the Witness Support Network can be a continuous part of the success of your implementation and the on-going use of your worfkforce optimization software suite. You will walk away with the information you need in order to get your support issues addressed and your questions answered.

Whether you have ten agents or 10,000 - there are methods and practices you can employ to solve the endless dilemmas affecting your contact center that are keeping you up at night. From this session, you'll take away valuable insight on the Blue Pumpkin workforce management solution, and how to effectively address issues that arise in day-to-day operations.

Getting your quality program off the ground, or re-thinking your overall strategy? Effective planning and getting the right head start can help ensure success with implementing a quality program. Come learn how you can effectively define the objectives of your quality program and ask the right questions to make it successful.