Overview of event content
"Digital information is expected to double every 11 hours by the year 2010".1
As data volumes increase in organisations and content is ever more unstructured, the ability to search and deliver information efficiently is fast becoming the primary challenge.
Traditionally customer data resided in structured applications, such as ERP and CRM systems, however the content explosion is in the form of documents, emails, images and online data stores such as intranets and forums, and is by nature unstructured. This extraordinary breadth and depth of content makes it very difficult for contact centre advisors to find relevant and timely information to meet call targets and improve the customer experience.
So how do you deliver the right information to contact centre advisors just at the right time?
SmartPoint is changing the way that task and information workers use search. Using SharePoint, and Microsoft search technologies, SmartPoint automatically delivers structured and unstructured customer information to the contact centre advisor's desktop.
To find out how SharePoint and SmartPoint can solve your customer information search and delivery challenges, join us on Wednesday 21st May, at Microsoft offices, Thames Valley Park, Reading.
1. Nick Bontis and Jac Fitz-enz (2002). "Intellectual Capital ROI: a casual map of human capital antecedents and consequents." Journal of Intellectual Capital
Agenda - Wednesday 21st May 2008
10:00 Registration
10.30 Welcome and introductions
10.40 The Evolution of Search
11.10 Microsoft SharePoint Solutions
11.40 SmartPoint - Making Sense of Search
12.20 Questions and Answers
12.30 Close and Lunch
13.30 Lunch Ends
Who should attend
Anyone involved in the management and support of contact centres of information delivery including:
- IT Manager
- Head of IT/ICT
- Information/Data Manager
- Contact Centre Manager
- Call Centre Manager
- Customer Services Manager
- CRM Project Manager
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