Many contact centers today are drowning in data. They’ve evolved into a wide assortment of disparate systems designed to manage and measure customer experience, where managers are forced to wade through vast quantities of data from siloed reports that are spewed out by each system or exported into tedious spreadsheets. Managers are frustrated and thirsty for timelier, more actionable insights. In order to survive and compete, it’s crucial for contact center managers to have solid, consistent insights into the performance of their contact centers as a whole, across multiple channels and sites. Fortunately, as a result of recent innovations in performance management technology, contact center leaders no longer have to struggle with reporting.

Learn how Cisco and VPI customer Straumann, a global leader in dental implant solutions and restorative dentistry, enhanced the capabilities of its Cisco Unified Contact Center system and operations with VPI’s award-winning real-time performance reporting solution.

Returning "home" to Seattle for 2012, ACCE includes four full days of workshops, site tours, case studies, panels, and discussions on a comprehensive selection of contact center-specific topics taught by leading industry experts. You’ll also find valuable networking opportunities, inspiring keynote speakers, and the latest technologies and services from top industry vendors in the exhibit hall.

Lauded as one of 2011’s most highly anticipated industry events, the Contact Center Executive Summit is arguably the one conference this year that you simply can’t afford to miss. The Summit brings together accomplished leaders from across the globe to collaborate and share proven strategies and innovative best practices. By attending you’ll benefit from a wealth of valuable advice, information, and insights and that can make all the difference to the imminent success of your contact center. In order to thrive and compete, contact centers must provide truly world-class customer service – attend the Summit to learn about the latest “megatrends” and crucial proven strategies for ongoing success.

Save the date and make plans to attend the IAUG Global Conference 2012, May 20-24 in Boston, MA. The IAUG Global Conference is the premier event for Avaya customers and the one stop shop for your training needs.

Network and share best practices with thousands of fellow Avaya users, advance your career with CEU sessions, hear from top Avaya executives and participate in more than 200 educational sessions that will focus on topics such as:

• IP Telephony
• Unified Communications
• SIP
• Voice Over IP
• Cloud Computing
• Avaya Aura®
• Avaya Flare

The NECCF was founded in February 2001 by contact center executives and specialists who wanted an unbiased "user group" to facilitate the exchange of ideas among contact center executives and managers. Since that time, the NECCF has grown and remained committed to addressing the day to day management concerns and strategic planning needs of contact center professionals throughout the region.

The NECCF is a non-profit organization and there are no membership requirements or joining fees. There is a cost for each of the quarterly events that defray the actual cost of the event itself.

The Call Center Optimization Forums are designed for executives and managers, and IT decision-makers of contact centers who need to stay informed about the latest industry trends, best practices, and rapidly evolving technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in call center technology.

The Call Center Optimization Forums are designed for executives and managers, and IT decision-makers of contact centers who need to stay informed about the latest industry trends, best practices, and rapidly evolving technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in call center technology.

Lauded as one of 2011’s most highly anticipated industry events, the Contact Center Executive Summit is arguably the one conference this year that you simply can’t afford to miss. The Summit brings together accomplished leaders from across the globe to collaborate and share proven strategies and innovative best practices. By attending you’ll benefit from a wealth of valuable advice, information, and insights and that can make all the difference to the imminent success of your contact center. In order to thrive and compete, contact centers must provide truly world-class customer service – attend the Summit to learn about the latest “megatrends” and crucial proven strategies for ongoing success.

The Call Center Optimization Forums are designed for executives and managers, and IT decision-makers of contact centers who need to stay informed about the latest industry trends, best practices, and rapidly evolving technology.

Attendees will have the unique opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in call center technology.

This year's conference features a half-day preconference on Wednesday morning Feb 8 on Radio Systems and vendor demonstrations. The afternoon of Feb 8 starts two and one half exciting days of presentations from the experts in Homeland Security, grants and technology.

 The 2012 Conferences features exciting speakers from State, Federal, Regional and Local Levels and  the latest in cutting edge technology from the best vendors in the field!

It is crucial to monitor the quality of emergency communications to reduce problems, limit liability and improve performance.The goal with Quality Assurance (QA/QI) is to objectively evaluate telecommunicator call processing and the ability to navigate through CAD and mapping systems.  The QA process should not be perceived as punitive nor stifling, the goal is to reinforce positive performance, while correcting any deficiencies.. Call takers and dispatchers have an innate desire to do a good job, and efforts should be taken to not destroy that internal motivation. QA works best when delivered in a score-based, proactive, supportive and educational form that is well understood by all participants.

Register to attend the complimentary training Webcast at http://www2.vpi-corp.com/QA-Webcast on Wednesday, February 15^th at 1pm ET to learn how to:

• Implement an effective QA program that combines the automated selection of priority calls for review, in addition to randomly selected calls to provide a well-rounded assessment of the performance of each telecommunicator.
• Design objective QA evaluation forms for evaluating critical call and incident types.
• Deliver feedback to telecommunicators with the right timing and perspective to dramatically improve quality scores.
• Integrate personalized, automated E-learning and Coaching for the extended, individualized support of each employee.

At IWCE, visit over 330 leading suppliers showcasing the hardware, applications, interoperability and integration that will make your systems more effective and efficient. And attend workshops and seminars to learn how to apply this technology at your organization.

The 2012 APCO Western Regional Conference is being hosted by the Alaska Chapters of APCO and NENA. This is the first time this conference has been held in the Last Frontier. The Conference Dates coincide with the Anchorage Fur Rendezvous, http://www.furrondy.net when the streets of downtown Anchorage come alive with winter sports, dog sled races, native art and culture and tons of events for everyone, and the Iditarod Dog Sled Race, called the Last Great Race on Earth, http://www.iditarod.com.

This year the associations of APCO (Association of Public Safety Communications Officials), MSA (Minnesota Sheriffs’ Association), and NENA (National Emergency Number Association) will again partner together in the development of an exciting communications conference.

As we continue to advance the many public safety communications issues facing our cities and counties today, quality training and education are essential elements needed to achieve our goals.

NAVIGATOR's goal for over 20 years has been to create a uniquely focused 9-1-1 emergency dispatch educational and community experience. We can proudly say that no other conference offers the quality and quantity of session, pre-conference work shops and certification course, nor the energy, networking, and sharing that comes with the strong dispatch community that has grown-up around NAVIGATOR. This year I am especially excited by the richness and depth of the 2012 educational, community and networking opportunities being offered and all at a great value! I invite you to join us in Las Vegas and live the NAVIGATOR experience.

Scott Freitag, NAED President

The Michigan chapter supports NENA's mission to foster the technological advancement, availability and implementation of a universal emergency telephone number system (911).  In carrying out its mission, NENA promotes research, planning, training and education.  The protection of human life, the preservation of property the maintenance of general community security are among NENA's many objectives.