Using A Customer Contact Center To Your Advantage
In the world of CRM, contact centers play an integral role. Martin Prunty defines a contact center and shares how a properly integrate contact center should be part of your CRM efforts. Martin also shares how Voice Response Units (VRU’s), internet and live agents play a key role in the total customer experience. Martin further discusses CRM objectives, tactics and personalization ideas using a contact center. This is a must see webinar when considering implementing a total CRM strategy.
Martin A. Prunty
Contact Center Professionals, Inc.
Martin Prunty is president of Contact Center Professionals, Inc., a consulting firm specializing in call centers, contact centers and customer relationship management (CRM). Mr. Prunty is an internationally recognized expert in his field, with over three (3) decades of experience. Prunty is a highly regarded speaker, writer, seminar leader and consultant.
In the course of his career, Martin has been an active call center consultant for over 15 years. After successfully managing his own practice, he was instrumental in forming and managing an international call center consulting practice with over 30 consultants specializing in the financial services industry. He has maintained a close relationship with Incoming Calls Management Institute (ICMI), and was designated as ICMI’s first Certified Consulting Associate. Through this relationship, he has trained over a thousand call center managers in numerous countries on the most effective methods of managing call center environments. He has also completed consulting assignments for a variety of Fortune 500 companies including Xerox, Cigna, Siemens, MasterCard International, Wells Fargo Bank and others. In addition to his active consultant role, he has also functioned as an advisor to foreign companies setting up outsourcing operations in the US.
In concert with ICMI, he developed the highly acclaimed seminar, “The Road Ahead to the Next Generation Call Center,” a seminar focused on the future of call centers, which he has presented on three continents.
Prunty has been a keynote speaker at a variety of call center events across the United States, Canada, United Kingdom, Norway, Italy, Ireland, Germany, Australia, Malaysia and Singapore. He is frequently quoted in trade journals and is the author of many industry-related articles in publications such as Call Center Management Journal, Business Communications Review, Call Center Magazine and Bank Systems and Technology.
Prunty received the Call Center Pioneer Award in 1999, an honor bestowed upon him by Call Center Magazine for achievements that have had a significant impact on the industry.
Martin has been a member of the Society of Telecommunications Consultants and served on its board of directors from 1990 to 1992.