13th Call Center Week Uncovers How the Elite Businesses Drive Customer-Centricity Through Their Entire Organizations

FOR IMMEDIATE RELEASE
(Free-Press-Release.com) January 24, 2012 -- Toplining the effort will be keynote speaker Dr. Johnny Magwood, chief customer officer for Fortune 500 energy company Northeast Utilities. Having accomplished the dramatic rise into his organization’s C-suite, Magwood will reveal strategies for “Creating a Customer-Centric Culture” that assures the entire business acts on the customer’s voice.

“Whenever I talk about customer experience, everyone asks ‘What do you mean? The call center?’” explains Magwood. “That’s not what it is - the organization has to realize a call center is a department within a whole complex web of what we actually do.”

Other early confirmed presenters include Michael Biondo, vice president of customer operations, Clear Channel Communications, Michael Adams, senior vice president and director, customer contact center, FirstMerit Bank, and Patricia Jackson, executive director of student services, Houston Community College.

While the customer experience is not limited to what goes on in the customer contact center, as its status as a primary business driver grows, so too does emphasis in maximizing the value of call center interactions.

As a result, the 13thAnnual Call Center Week, expands upon last year’s investigation into the rise of the multi-channel contact center, determining how to best drive strategic relationships from all customer touch points.

In addition to a series of can’t miss masterclasses, workshops, keynote presentations and roundtables, the event also includes presentations on four knowledge tracks: leadership and talent management, tools and technology, social media and mobile and strategy and performance.

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