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We are experiencing a major paradigm shift in how companies interact with and service their customers. While the contact center remains on the front line for Customer Service, hosted call center technologies are changing the game as they allow organizations to increase customer satisfaction while eliminating capital expenditures and lowering overall operating costs. Both small and large enterprises are now moving away from outdated, premise-based solutions and reaping the benefits of cloud-based contact centers.
Join us on Wednesday, August 11th, for a complimentary webinar and hear Sharon Pettigrew, recognized expert in call center design, outsourcing, and operations benchmarks, explore the latest trends in customer service and the numerous improvements achieved by leveraging virtual call center technology.
You’ll also learn how Direct Interactions, a call center outsourcer, has harnessed the power of virtual call center technology to increase both customer satisfaction and service levels by:
• Reducing agent handling time and increasing first call resolutions
• Lowering agent turnover and absenteeism
• Providing more efficient call routing through a wider pool of agents
• Ensuring business continuity despite outages, adverse weather, etc.
• Leveraging call recording for quality monitoring, and
• Staffing efficiently for seasonality, 24/7 and international needs
REGISTER TODAY
Featured experts participating in this event are:
 Sharon Pettigrew is an expert with 20 years' experience in contact center design and operation, with successful international implementations optimizing people, process and technology to achieve performance goals. Sharon ran the contact centers for both Apple and Sprint, including Presales, Sales, Support and Customer Relations functions, while integrating multiple customer communication channels. Her experience in vendor selection and management for outsourced Customer Contact Centers includes utilization of hardware, software and services vendors with global operations. Sharon holds a MBA from Golden Gate University, is a certified Contact Center Auditor and holds a certificate in Applied CRM Strategy from BPT Partners. She is a Consulting Partner with Salesforce.com.
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 Jonas Nicholson has over 10 years experience in contact center technology and both global and domestic contact center outsourcing. His company, Direct Interactions is the first outsourced call center to be named finalist in Washington State’s best workplaces and the first certified carbon-neutral contact center. He and Direct Interactions have also been nominated 3 times for a Governor's Award for social responsibility.
Jonas has served in various roles from implementing contact center technology to consulting large enterprises on how best to roll out and implement a home-base agent model. A pioneer in the home-sourcing movement, Jonas and Direct Interactions have helped prove that happy and satisfied agents, lead to happy and satisfied customers.
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