Mark Behrens's Discussions
Cost Estimate for IVR
Replied Jun 21
Balanced Scorecards
Replied Jun 12
Mark Behrens's Page
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Hatch - you've already gotten some good responses on this, but here's some more. It's really not possible to answer your question without more information about:
1 - your telephony platform (PBX/ACD)
2 - what kind of IVR
- these two alone are criti…
No white papers per se - you could find some at some of the vendors in the space (see Jacada, OpenSpan, Cicero, eGlue). Based on my own experience developing integrated agent desktops to consolidate and front-end multiple transactional systems, redu…
Here are a few suggestions:
1) Do you have agents who work in multiple skills/queues? Who are able to support multiple products, or work in multiple channels (respond to phone calls, answer email, answer chat)? These would be examples of Learning a…
Profile Information
- Company Name:
- TriSynergy Consulting LLC
- Industry:
- Business services/Consulting
- Are you a member of the ATA (American Teleservices Association)?
- Yes
- Job Title or Area of Expertise:
- President
- Total Number of Contact Center Agents (FTEs):
- 0
- Website:
- http://www.trisynergyllc.com
- Do you have a LinkedIn or other networking site profile you would like to link to?
- http://linkedin.com/in/markebehrens
- I am available to help other members by answering questions in the following areas:
- • Contact Center Assessments
• Continuous Process Improvement Facilitation, Analysis, Design, and Implementation
• Contact Center Strategy and Planning
• Technology Planning, Requirements, Design, Vendor Selection, and Technology Project Management
• Contact Center Site Selection
• Agent Performance Optimization
• Interim Contact Center Management
• Contact Center Outsourcing Assistance – Evaluation, Selection, Implementation, Relationship Management
• Speech Analytics
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