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Varolii Call Center Executive to Talk About Mobile-Centric Call Center Strategies at 2011 ICMI ACCE Conference and Expo

June 8, 2011 - NEW ORLEANS, LA

Customers today expect companies to accommodate their mobile lifestyle. With 75 percent of Americans owning smart phones and 26 percent moving to wireless-only households, you can't afford to ignore them. The reality is customers expect companies to accommodate their channels of choice and provide seamless interaction across them all. Yet, multi-channel service excellence has proven an elusive goal and companies still struggle with consistency in content and service levels, especially when ownership for different channels is spread throughout the organization.

Mary Cook, Director of Contact Center Solutions at Varolii, the market and technology leader in proactive outbound communications, will be speaking at this year's ICMI ACCE Conference & Expo about determining the right communications channels and mobile-centric tactics for an effective call center.

WHEN: Wednesday, June 15, 11:00 a.m. - 12:15 p.m. CT

WHERE: ICMI ACCE Conference & Expo 2011, Sheraton New Orleans Hotel, New Orleans, Louisiana

WHAT: A session exploring ways to create a cohesive customer experience while delivering cost savings. In this session, attendees will:

  • Hear ways to create a cohesive enterprise view of the customer experience.
  • Learn how to deliver cost savings through channel optimization and incremental revenue through loyalty and retention.
  • See a new business case tool that factors in more than 1,000 variables to help companies determine the right mix of channels and tactics to create a customer-centric call center that delivers real ROI to the business.

WHO: Mary Cook, Director of Contact Center Solutions at Varolii Corporation, has more than 17 years of contact center experience, including managing inbound and outbound global operations across a variety of industries. Starting her career within call center operations like Xerox and FTD, Mary moved into the BPO Industry working for global companies like iQor, and eventually became a call center industry consultant. Mary has helped companies across all industries develop and execute their call center strategies. In her role at Varolii, Mary helps customers further define their enterprise multi-channel communication strategies. Mary is widely published and is a sought after speaker for ICMI and Contact Center events. An avid social networker, you can find her on LinkedIn and Twitter (CallCenterDr). Also, be sure to check out her blog posts on



Jessica Kendall
Edelman PR for Varolii
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