Balancing Innovation & Quality in the Evolving Call Center Landscape

This FREE webinar was recorded on:
Wednesday, May 9, 2012,
2:00 PM - 3:00 PM ET

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In today’s rapidly-evolving call center environment, “innovation” is no longer a pipe dream for a select few call center outsourcers.  If customer management success is what you crave, innovation must be the standard in measuring performance, building longstanding partnerships and delivering results 100% of the time.

Though innovation is the key ingredient for any call center outsourcer aiming to grow, gain sustainable advantages, and compete globally, it cannot be the only focus.  At the foundation of a successful call center strategy must be a solid Quality program that standardizes, polices and establishes the means to consistently deliver best-in-class solutions, no matter where you’re located.

This quality journey will neither happen overnight nor be the same for every organization, but success absolutely hinges on the incorporation of innovative strategies for overcoming challenges in business intelligence and process improvement.

This webinar, hosted by Cecilia Lopez, will share what avenues refine--and must define--your Quality programs in meeting the changing landscape of the Contact Center & Outsourcing industry through Quality…today’s differentiator.



Cecilia "Chilly" Lopez
Vice President, Quality
SPi Global

A highly regarded Quality leader for the last fourteen years, Chilly is definitely no stranger to process improvement.  She has been the pioneer Quality Leader of SPi Global, where she has worked for ten years and currently serves as Vice President, Quality.

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