Government Contact Centers: Improving Quality and Efficiency in Customer Care Web Conference November 15, 2006 (email this article)

Featuring Daryl Covey, Chief Field Support Section at NEXRAD Operational Support Facility and President and Founder of the Government Customer Support Community of Practice, Rick Glew, Director of Marketing, IEX, and Randy Saunders, Marketing Manager, Customer Experience Management Systems, Cincom Systems. (Company Profile, Past Stories, Case Studies)

Xtalks is pleased to present the Government Contact Centers Web Conference on November 15 from 1:00 – 3:00pm ET. There is still time to register complimentary for qualified executives at: http://www.xtalks.com/governmentcontactcenters.ashx

The biggest struggle for public sector contact centers is two-fold—what do they want to offer the public and what is the best way of delivering their services. Whether it is a live voice on a phone, a recorded message, online communication or a walk-in office, each department in each level of government needs to determine what works best for them and how they can most efficiently serve their customers.

This event will provide insight on:
• Identifying the best medium to meet the needs of your customers • Recruiting and retaining a strong and knowledgeable workforce • Measuring the efficiency of your contact center The web conference is co-sponsored by IEX Corporation and Cincom, who will each host a workshop following the keynote presentation, before the Q&A session. Registration for the event is currently open and free at: http://www.xtalks.com/governmentcontactcenters.ashx

About the keynote speaker
Daryl Covey has managed the NEXRAD Hotline at the interagency NEXRAD Radar Operations Center since 1989. Mr. Covey’s customer support experience includes creating the Federal Help Desk Registry and two Federal Help Desk Forum conferences, numerous officer terms in Help Desk Institute local chapters, serving on the advisory boards of the Help Desk Professionals’ Association, Help Desk Institute, Conference for Help Desk Professionals, Citizen Services Seminar and Support Services Conferences; and founding membership in the Help Desk Institute’s international Individual Certification Standards Committee. He is the facilitator for the Government Contact Center Community of Practice (www.fedhelpdesk.osf.noaa.gov), editor of the Government Contact Center News monthly eletter, chairs the annual Government Customer Support Conference, and serves periodically as an invited advisor to Government agencies on contact center initiatives.

About IEX Corporation
IEX Corporation is a leading provider of workforce management, strategic planning and performance management software for call centers. IEX workforce management, strategic planning and performance management solutions lead the way in call center optimization. Visit us on-line at http://www.iex.com.

About Cincom
Cincom's software and services help thousands of clients worldwide improve critical service operations. Cincom’s Synchrony includes a unified agent desktop, multi-channel inbound and outbound contact center, and real-time analytics, available as a hosted service or delivered on-premise. For more information, visit www.cincom.com/synchrony.

About Xtalks
Xtalks is part of The Honeycomb Worldwide Group of Companies. Honeycomb Worldwide creates peer-to-peer business-oriented social networking communities, connecting senior level executives by delivering content through new and established media channels and is currently ranked 15th on the Profit Hot 50 List of emerging Canadian companies. www.honeycombworldwide.com.

For more information on this conference or Xtalks in general, or to enquire about speaking opportunities or sponsoring future events, visit www.xtalks.com or contact Karen Anderson, Chief Marketing Officer, at phone: 312-977-1166 x1209.

Register for free at www.xtalks.com/governmentcontactcenters.ashx