SOURCE: Varolii


March 11, 2011 09:00 ET

Varolii Call Center Executive to Address Multi-Channel Communications Strategy at 2011 Contact Center Conference & Expo

NASHVILLE, TN--(Marketwire - March 11, 2011) - The nature of customer service and support is changing. The reality is, more than 90 percent of the U.S. population is mobile, and they expect companies to accommodate their channels of choice and provide seamless interaction across them all. Yet, multi-channel service excellence has proven an elusive goal and companies still struggle with consistency in content and service levels, especially when ownership for different channels is spread throughout the organization. 

Mary Cook, director of contact center solutions at Varolii, the market and technology leader in proactive outbound communications, will be speaking at this year's Contact Center Conference & Expo about determining the right mix of communications channels and mobile-centric tactics for an effective call center. As new channels are added -- such as SMS, Twitter, Facebook and mobile applications -- challenges will increase. The session will look at how time, money, resources and complexity have created the vacuum in which the challenges of multi-channel customer service continue to grow and how to effectively address these obstacles.

Thursday, March 24, 8:45 - 9:45 a.m. CT / 6:45 - 7:45 a.m. PT

Contact Center Conference & Expo 2011, Gaylord Opryland Resort, Nashville, Tenn.

A session highlighting how to deliver cost savings in the contact center through channel optimization. In this session, attendees will:

  • Learn how to build a multi-channel communication strategy that incorporates diversity of customer preference and behavior

  • See a process that maps call center conversations to desired channels, and how automated outbound communications help execute your plan

  • Learn how to build a solid executive business case for multi-channel automation and walk away with a list of necessary data points and metrics

Mary Cook, director of contact center solutions at Varolii Corporation
, has more than 17 years of contact center experience, including managing inbound and outbound global operations across a variety of industries. Starting her career within call center operations like Xerox and FTD, Mary moved into the BPO Industry working for global companies like iQor, and eventually became a call center industry consultant. Mary has helped companies across all industries develop and execute their call center strategies. In her role at Varolii, Mary helps customers further define their enterprise multi-channel communication strategies. Mary is widely published and is a sought after speaker for ICMI and Contact Center events. An avid social networker, you can find her on LinkedIn and Twitter (CallCenterDr).


Contact Information


    Jessica Kendall
    Edelman PR for Varolii
    Email Contact