On Wednesday, February 24, 1:00 pm - 2:15 pm, Glenn Abel will be presenting a vendor-led session at the SAP Insider CRM 2010 Conference with this title. Here are the session details:
 

Uncover ways to reduce cost, increase profits, and improve agent morale and customer satisfaction using unique capabilities within the SAP contact center. This session offers practical advice to help your organization not only realize quick wins but also create a long-term strategy to create a dynamic contact center, whether you are planning a contact center or already have one in place.

• Step through strategies for identifying and prioritizing candidate optimizations.
• Look at common sources of inefficiencies within contact center teams, processes and technology and get helpful tips on how to eliminate them.
• Step through SAP Interaction Center features that are often underutilized or misunderstood and find out how you can fully leverage them.
• Learn how SAP Business Communications Management can fit into your existing environment and examine the ways BCM can drive efficiencies.Learn best practices for effective multi-channel management.
• Pinpoint how to increase the accuracy and value of Service Level Agreements (SLAs).
• Find out how communications-enabled business processes can transform the customer experience as well as your organization's KPIs.

Hope to see you there! If you are unable to attend, but would like to receive a copy of the presentation, send an e-mail to Glenn at: glenn.abel@covingtoncreative.com