Webinar Report

White Pajamas is a leader in CRM solutions for contact centers. They have been in business for two years and have over 100 customers. They focus their services to small and medium business markets. Besides CRM solutions, they also provide phone and voice menu services, contact center software for agent and customers, and training seminars. White Pajamas has created customer databases to help their clients with their technical support call centers. They host their products.

We attended two White Pajamas web events on April 18& 19, 2002 at 9:00 PST. The presentation On April 18th, the guest speaker was Raj Wadhwani founder and editor-in-chief of ContactCenterWorld.com. The presentation was entitled "Top Ten Tips You Can Use Today to Improve Your Contact Center." On April 19th, the presentation was on "The White Pajama Solution for Improving Relationships With Your Customers." Both webinars focused on customer call centers and how to improve them.

An exact number of participants were not given, however, a survey was done and it was distributed by industry with one-third representing the insurance industry, financial services, and other industries. About one-half of the callers were C-level professionals (CEO, CFO, CIO) while the other half were Directors or Managers of a Call Center. Only half of the participants knew about White Pajamas and its services and very few knew about ContactCenterWorld.com

The webinar started with three-step program to get connected. Five to ten minutes before the starting time you had to log onto the internet. The presentation took place at Placeware. Next, you called Netspoke, toll-free, to get to the audio conference. The presentation was made up of slides that summarized each presentation. It also included a live demonstration of the White Pajamas product.

The presentation began with the guest speaker, Raj Wadhawani. He is the author of "Improving Performance of Contact Center." The book contains 100 tips, however, for the presentation he narrowed it down to the top ten. He then displayed the slides showing the top ten tips. These are the top ten tips:

1) Service Standards for every channel

2) Speech and IVR tips

3) Benchmark your Agents

4) Raise your contact center profile

5) Who is empowered?

6) Questions when buying technology?

7) Survey Staff Motivation

8) Planning for Unplanned events

9) Recruiting agents and representatives

10) Other ways to improve your contact center