SOURCE: Panviva


September 04, 2014 08:30 ET

Panviva Presents a Customer Experience Executive Conversation With Leading Industry Analyst

Kate Leggett to Discuss "The Contact Center as a Growth Catalyst"

BURLINGTON, MA--(Marketwired - Sep 4, 2014) - Kate Leggett, Vice President and Principal Analyst with Forrester Research, is the featured guest in Panviva's September Customer Experience Executive Conversation. She is a leading expert on customer relationship management and customer service strategies, benchmarking, governance, and ROI. In "The Contact Center as a Growth Catalyst," Leggett will explore how to transform a contact center into a profit center and strategic asset. The web event is part of a recurring program for business leaders responsible for developing, managing and improving customer service. The live web event will be held on Thursday, September 11 from 1 p.m. - 2 p.m. ET/10 a.m. - 11 a.m. PT. Registration is free.

Contact centers are conventionally seen as cost centers where success is measured by operational efficiencies and metrics such as expense containment and call handle times and volume. This tactical, limited view misses the significant strategic role contact centers should have in growing a business, including revenue and profit generation. 

Leggett and Stephen Pappas, Senior Vice President with Panviva, will discuss recent and future Forrester research and share insights from conversations with customer experience executives across all industries, including:

  • How the contact center can and should be a catalyst for growth
  • Hallmarks of modern customer relationship management
  • Deploying technology to improve the agent experience and contact center performance
  • Creating an "Outside-In" customer strategy
  • The changing landscape of customer experience technologies
  • Preparing Customer Experience Executives for the future
  • Emergence of cloud contact centers

Event Details

Topic: "The Contact Center as a Growth Catalyst"
Date/Time: Thursday, September 11 from 1 p.m. - 2 p.m. ET/10 a.m. - 11 a.m. PT
Customer Experience Executive: Kate Leggett, Vice President and Principal Analyst, Forrester Research
Registration: Free here

About SupportPoint and Panviva
SupportPoint business process guidance software provides knowledge workers with instant access to the exact information needed, workflow navigation, applications, and communication all in one place and accessed through a simple interface. SupportPoint is a cloud-based solution that is deployed as a fully-managed service for rapid implementation at lower cost. 

Panviva is the developer of SupportPoint. The company is headquartered in Melbourne, Australia. North American Regional Headquarters are in Boston, Mass., US. EMEA Regional Headquarters are in Leeds, England, UK. Visit to learn more.

Contact Information

  • Contacts:

    Stephen Pappas
    Senior Vice President
    Panviva, Inc.
    Email Contact

    Chas Kielt
    Corporate Communications
    On Demand Marketing and Influencer Relations
    Email Contact