Preparing for the game-changing impact of social media on your contact centre

  • April 20, 2012
  • 7:45 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St
  • 1

Registration

  • price includes HST
  • price includes HST

Advance registration and payment is required. Cancellation: 72-hour notice

Registration & Continental Breakfast begins at 7:15am
Registration is closed




Frank Tersigni, Altivon’s Senior Vice President of Marketing, will take a fresh look at contact centre trends by addressing some thought provoking questions. In light of the staggering growth of text-based communication modes (texting, IM, web chat, social media, etc.), will voice communications become secondary to customer interaction management and when? Will the younger consumer's preference for information gathering and customer service via their fingertips render voice calls to the “back of the queue”? If so, will these dynamics impact contact centres?

Many organizations are only just beginning to integrate e-mail into their call queues and apply the same customer service rules and metrics to e-mail as voice calls. This discussion will touch on the realities that contact centre strategists need to prepare for. As a North American provider of contact centre solutions and a partner to Interactive Intelligence, Altivon has a broad exposure to the rapidly evolving world of customer experience management.

In order to make this an interactive and valuable session, please come prepared to discuss your thoughts and strategies around non-voice interactions. Frank will be joined by Karen McDonald, Vice President West Altivon, who will moderate an interactive dialogue on this perplexing but inevitable direction.




SPEAKER
Frank Tersigni
Altivon
Vice President


Frank Tersigni is responsible for all Altivon product and services offerings, bringing high value, high impact solutions to the marketplace based on Interactive Intelligence and other technologies. As a regular speaker on customer interaction issues, Tersigni has more than 20 years of experience as a leader in the high technology community at the following organizations:

Got Corporation  (Chief Executive Officer)– leading SaaS-based email marketing services provider targeted at customer loyalty and retention programs – successfully restructured the company, delivered record revenues and sold the company to a strategic buyer (Protus IP Solutions).

Genesys Telecommunications (VP, Business Development) – responsible for all corporate M&A activities, technology partnerships and corporate strategy – successfully established relationships with ClickFox and RightNow – successfully completed acquisition of Informiam by Genesys.

VoiceGenie Technologies (C.O.O. and VP, Marketing and Business Development) – responsible for strategy, marketing, channels and product management – successfully re-architected the company’s go-to-market strategy and contributed to record revenues and return to profitability – successfully sold the company to Alcatel Lucent (Genesys).

IBM Canada / LGS (VP) – responsible for several major initiatives including development of go-to-market programs based on Microsoft, Onyx, Pivotal and Siebel for contact center and CRM solutions.  Voted CRM Pioneer of the Year in 2000.

CallPro Canada (Co-Founder and VP) – responsible for creating Canada’s leading provider of multi-media customer interaction management solutions – successfully sold the company to IBM/LGS.

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