ProtoCall One Genesys WM User Group to focus on power of measuring agent effectiveness for customers

Nov. 3, 2010 - PRLog -- ProtoCall One, the leading contact centre consultancy and systems integrator, will host its next Genesys Workforce Management (GWFM) User Group forum on Wednesday 1st December 2010 at the National Motorcycle Museum, Solihull. These bi-annual meetings are open to existing Genesys users and those interested in migrating to a Genesys solution based platform. The event is expected to attract a wide range of enterprise clients, from a diverse cross-section of industry, including Telefonica O2, Department of Work & Pensions, Everything Everywhere, Emirates Airlines, BT, Santander and Yell.

Attendees will be offered a unique view into British Gas’ award-winning contact centre. John Connolly, head of innovation at their Cardiff-based operation, will discuss the transformation process that British Gas went through in taking contact centre employees from a world controlled by efficiency and sales measures, such as Average Handling Times and Conversion Rates, to one that measures effectiveness for the customer by focusing on agent morale.

Attendees will also be provided with a first look at the latest Genesys Workforce Management Version 8.0 platform by Krzys Leskow, senior solutions engineer at Genesys. This will include demonstrations of two new components of the Genesys platform - Genesys Skills Manager and Genesys Training Manager – both designed to improve agent effectiveness.

Faraz Khan, managing director, ProtoCall One, said:
“There is a rare opportunity to see how one of the UK’s leading companies - British Gas - combined customer-centric thinking, measurement and employee engagement to transform the way they handle customers - to the point where they are now internationally recognised for great customer service.”

To register to attend the ProtoCall One Genesys Workforce Management User Group forum please email Rob Sherwin (rsherwin@pc-1.co.uk) and for more details, including the full agenda, please visit http://www.pc-1.co.uk/events

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Notes to editors:
British Gas Premier Energy recently won ‘European Call Centre of the Year’ for the second year running. Its Cardiff Contact Centre also won the ‘Large Call Centre of the Year’ award at European Call Centre Awards 2010.

About ProtoCall One:
ProtoCall One is a leading contact centre consultancy and systems integrator specialising in multi-channel communications, workforce optimisation and decision management and analytics.  ProtoCall One is the UK’s leading Genesys contact centre software integration player with more than forty major Genesys implementations.  The company assists contact centre operators from all business sectors to improve how they connect with their customers across multiple contact channels, increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction.  ProtoCall One delivers its solutions via strategic partnerships with Genesys, QlikTech, Alcatel-Lucent, OpenWave and Empirix.  The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information please go to www.pc-1.co.uk.

ProtoCall One sales enquiries:
Jason Sparks, Commercial Director, ProtoCall One
Tel: +44 (0)7966 076585.   Email: jsparks@pc-1.co.uk

ProtoCall One marketing enquiries:
Rob Sherwin, Head of Marketing, ProtoCall One
Tel: +44 (0) 07765 231023.   Email: rsherwin@pc-1.co.uk

ProtoCall One media enquiries:
Miles Clayton or Simon Bennett, Agility PR Limited
Tel: +44 (0) 1992 587439.  Email: miles@agilitypr.co.uk

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About ProtoCall One:
ProtoCall One is a leading contact centre consultancy and systems integrator specialising in multi-channel communications, workforce optimisation and decision management and analytics. ProtoCall One is the UK’s leading Genesys contact centre software integration player with more than forty major Genesys implementations. The company assists contact centre operators from all business sectors to improve how they connect with their customers across multiple contact channels, increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction. ProtoCall One delivers its solutions via strategic partnerships with Genesys, QlikTech, Alcatel-Lucent, OpenWave and Empirix. The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information please go to www.pc-1.co.uk.