Varolii is the market and technology leader in proactive outbound communications. Its on-demand automated communication applications help organizations more effectively reach and interact with large numbers of customers and employees, reducing cost of operations and improving service. More than 380 companies trust Varolii to send roughly four million communications every business day.

nGenera Customer Interaction Management is the global leader in next generation customer experience solutions. Customers report increased customer satisfaction and measurable cost savings within six months of deployment. More companies trust their customer experiences to nGenera CIM. Customers include Cannon, Dell, eBay, Epson, Ford, Microsoft, P&O, Scottrade, Sharp, Siemens, Sky Bet, Sony, and Sprint.

Verint® Witness Actionable Solutions® is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience across contact center, branch, and back-office operations.

Acqueon Technologies specializes in developing products for the Customer Interaction Management industry using business logic to deliver distinctive customer experience by enabling organizations to not just interact with their customers – but relate.
Acqueon products handle millions of transactions everyday and are implemented across verticals such as BFSI, Retail, BPO, Healthcare, Education, and Transport.

inContact helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.

eGain is the leading provider of multichannel customer service and knowledge management software for on-site or on-demand deployment. For over a decade, hundreds of the world's largest companies have relied on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimize service processes end to end, increase sales, and enhance contact center performance.

SATMAP (SATisfaction MAPping) is the world’s only technology for matching callers to agents based on a real-time analysis of caller and agent personalities. SATMAP analyzes over one hundred different agent and customer personality attributes in real time with computational power approaching one billion calculations per second to recognize optimal agent-customer pairings and assign calls appropriately.

Touchpoint Associates takes your contact center to a higher level of service and profitability. Our Strategic Call Center Roadmap is an actionable plan to refocus people, process, leadership and technology for maximum results. Our Frontline Management Workshop is an engaging program to develop frontline managers into top performers. Call today to learn more.

Cooney Solutions Group (CSG) is revolutionizing the Business Process Outsourcing (BPO) industry. Founded by two of the most experienced and respected experts in contact center customer service management – and further supported by a “dream team” of advisors – CSG offers world-class outsourcing solutions for organizations committed to delivering unparalleled quality and customer experiences.

Strategic Contact is an independent consulting firm that provides objective perspectives based on its deep experience in contact centers large and small. The firm helps companies plan for change and growth, assess current environments, develop strategies, evaluate and implement new technologies, develop outsourced and virtualized center configurations, and conduct business case analysis.

PowerHouse Consulting, Inc. is an internationallyrecognized consulting firm specializing in Contact Centers and Telecommunications. Collaborating with more than 350 clients, our seasoned consultants work with organizations of different sizes, varying budgets, different industries to bring quick, practical, and costeffective solutions.

The Resource Center for Customer Service Professionals (RCCSP), celebrating its thirteenth year of service to the contact center community, provides access to world's largest network of call center, help desk, and IT support center training and certification providers: the RCCSP Professional Education Alliance.
Experience the industry's most comprehensive training curriculum.

Look.Listen.Be. is a consulting company providing no-nonsense training solutions and customized answers for contact centers. With more than 20 years in the customer service and sales industry, Wanda Sitzer coaches management teams and the frontline to elevate their interactions and maximize their performance.

CallCenterJobs.com is a leading "niche" employment resource for experienced Call Center and Customer Service professionals. CallCenterJobs.com boasts the largest collection of QUALITY job openings in the industry (not temp positions or staffing company postings) and is the ultimate recruitment advertising solution for call center related businesses.

TelePlaza is a comprehensive online directory that provides more valuable and relevant call center content than any other "niche" industry Web site and is the ultimate resource for locating quality contact center information.. TelePlaza offers more industry specific information than the search engines AND more call center supplier listings than any other online industry search site.

RightNow is a provider of on demand customer relationship management (CRM) solutions that help consumer-centric organizations deliver great customer experiences. Founded in 1997, RightNow is headquartered in Bozeman, Montana, employs more than 700 people, and serves over 1,900 organizations worldwide. RightNow is listed on the New York Stock Exchange under the symbol RNOW.

A global leader in workforce management. We deliver a broad range of customer and HR solutions, backed by technology, business analytics and consulting services that help create valuable relationships between our clients, their customers and their employees.

M.E.R. Inc. (McDaniel Executive Recruiters), a globally recognized and specialized executive search firm dedicated to the direct marketing, CRM, BPO, and Call Center industries.

Since 1996, SQM Group has been a call center specialist for benchmarking, improving and certifying sites, managers and CSRs for their first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) performance. Over 70% of our tracking clients improve their FCR performance year over year.

WFMSG has emerged as the innovator in enterprise Web 2.0, collaborative, low cost workforce management solutions for the contact center. WFMSG’s Community is coupled with an intelligent deployment process that results in very rapid installation, product adoption and ROI for our clients.

Career Impact is an organizational development consulting firm which has specialized in serving the call center community for more than 20 years. We work with clients around the world to implement the Impact Monitoring® System based on the principles outlined in this article.

One of the industry’s premier management consultants, Henry provides advisory services, seminars, influence. For 25 years, he has helped hundreds of organizations make better decisions. He is a speaker, member of advisory boards, and author of the widely-read column On the Line. He holds a B.Com. and MBA, and still has a sense of humor.

Human Numbers is a team of workforce managers passionate about forecasting and scheduling. They support call centers lacking WFM software or a Workforce Manager. Their customers receive the expertise of a seasoned Workforce Manager who assumes the ongoing duties of data-mining, developing bi-weekly forecasts, and generating schedules.

Making Workforce Management work for you!
The Proactive Planning Group is a full service contact center consulting firm specializing in Workforce Management issues. Our mission is to improve contact center performance by focusing on root causes, real world solutions and return on investment.

Service Agility provides guidance to organizations seeking substantial improvement in customer satisfaction levels and in the efficiency of their service and sales operations. Our expertise is delivered through four channels: consulting, training, speaking, and writing. We serve call centers and face-to-face operations. We offer our clients industry expertise, real-world experience, knowledge transfer proficiency, and guidance independent from partnerships with other vendors.

The Call Center School provides a comprehensive training curriculum for all levels of call center professionals, including call center executives, frontline supervisors, quality specialists, workforce managers, and frontline agents. Over 50 different seminars are available with delivery available as on-site classroom training, instructor-led web seminars, self-paced e-learning programs, or train-the-trainer licensing.

Nuance provides tailored customer service solutions that support intuitive and pleasing interactions between companies and their customers. Our full suite of customer care solutions – including speech-enabled IVR, full-service hosting, proactive outbound notifications, routing and CTI services, desktop optimization and business consulting – enable organizations with complex and evolving customer care operations to earn happy, loyal customers.

Reflective Keynotes Inc. specializes in helping inbound contact centers improve their sales results. Our workshops, webinars and keynote speeches provide key insights to help your Agents close more sales and help your Managers coach more effectively towards sales results.

Medford is located in sunny southern Oregon and is conveniently located on Interstate 5, providing the community easy access to all markets. Medford offers a highly desired quality of life in which to raise families in a business-friendly environment, which includes an educated, diverse workforce, with affordable and reliable utilities.