Every year, thousands of VISA Desjardins' customers call to announce that they are moving and to communicate their new addresses. The challenge of handling these calls is particularly daunting between May and July, when the call volume is the highest. The change of address scenario is one that many companies have to deal with. Until this year, handling these calls while maintaining quality customer service and ensuring that all the new information was accurately collected meant that VISA Desjardins had to hire, train, and equip temporary staff to deal with changes of address during the peak period. Although this solution worked, it was expensive, logistically complicated, and time-consuming. Find out how BCE Elix helped tackle the change of address challenge.

Want to learn more about how you can use speech recognition to optimize your contact center self service applications? Contact one of our specialists at info@bceelix.com

Workforce management systems can be one of the contact center’s greatest assets for achieving optimization but implementing a system is only as good as a business’s commitment to it. Rick Glew, workforce optimization specialist, notes that it is a culture change as much as it is a matter of installing software. True optimization occurs when technologies work together to serve human behavior and performance across all elements of the contact center. Continue reading about Workforce Optimization.

Put workforce optimization into practice – contact one of our specialists at: info@bceelix.com

BCE Elix and Nü Echo Help VISA Desjardins to Manage Customers on the Move
BCE Elix Recognized as Authorized Nortel Vendor

Events

(CLICCC) Congrès de L’Industrie du Centre Contact Clientèle –
BCE Elix is proud to be the main sponsor of CLICCC 2005, Quebec's largest contact centre event, taking place November 8th, 9th and 10th in Montreal. Come and take advantage of this great opportunity to discover how your contact center can increase its performance. BCE Elix, along with our partners: Avaya, Cisco, Genesys, Gestisoft, IEX, Nortel and Verint, share expertise in effective and efficient end-to-end contact center operations. Learn more about CLICCC 2005.

US Seminar Series –
BCE Elix, Qwest and Genesys went on a road show to San Francisco, Phoenix, Atlanta, Los Angeles, Denver, New York and Miami, titled “Managing Change at your our Pace”. Attendees discovered how to identify strategies that let them manage change at their own pace, utilize existing investments, maximize customer satisfaction, and lower costs without sacrificing organizational control or security. Due to the overwhelming turnout for this event, the possibility of extending this road show with additional cities is in the works. Interested in attending this presentation? Send us an email at info@bceelix.com with BCE Elix and Qwest seminar series in the subject line.

Come visit our BCE Elix representatives at the following BCE Elix sponsored events across North America:

• BCE Elix will be exhibiting at this year's Contact Center Management for Utilities event. It will be held on September 19th and 20th 2005 in New Orleans, LA.
• BCE Elix will be participating in Showcase Ontario held on September 19th to 21st 2005 at the Metro Toronto Convention Center.
• BCE Elix is taking part in GTEC Week, Canada's unique multifaceted learning and networking event for public sector IT professionals. Taking place in Ottawa, Ontario, it runs October 3rd to 5th.
• BCE Elix will be presenting at the Marcus Evans Contact Center Summit October 9th to 11th in Las Vegas, Nevada.
• BCE Elix will be presenting at the CCSF (Customer Contact Conference) in Scottsdale, Arizona taking place November 7th to 10th. in Scottsdale, Arizona