Industry Analysts Highlight Day 2 @ IMPACT 2010

We would like to thank our customers, executive team and keynote speakers that participated in today’s Day #2 of IMPACT 2010.  We received positive feedback from a number of customers already, and are extremely excited about the direction that the conference has taken so far. 

Our morning session included an introductory speech by RightAnswers’ President and CEO Jeff Weinstein.  After breakfast, we broke out into three track sessions which included various topics on industry trends and RightAnswers-specific themes.  Highlighting one of these early morning tracks was Peter McGarahan’s address on “Reducing Support Costs Without Sacrificing Service Quality.”  During this presentation, Peter introduced what he called a “Shift Left Strategy.”  This strategy is based on establishing a laser focus on increasing First Contact Resolution (FCR) resulting in lower support costs, improved time to respond/resolve (SLAs) and increased customer satisfaction. 

The early morning track sessions were followed by a keynote speech from Eveline Oehrlich, Senior Analyst at Forrester Research.  Eveline gave an entertaining and engaging presentation entitled “Knowledge is Power! Knowledge is Collaboration!”  Eveline noted that knowledge management is about automation, objects, processes and capabilities.  Her insight and unique perspective into industry trends was a welcome addition to the conference. 

Following Eveline’s keynote, three additional track sessions were offered to customers on various topics including: 

• “Getting Ready for the Cloud” (Mark Sutter – VP of Product Development @ RightAnswers)
• “Unified Knowledge Suite for Customer Service”  (Keith Berg – VP of Professional Services @ RightAnswers)
• “Get Answers to Your Questions About Upgrading to the Unified Knowledge Suite v6” (RightAnswers team)

After these mid-morning track sessions, Jeff Weinstein and Simon Yelsky (VP of Product Management & Client Successes at RightAnswers) provided their product vision for RightAnswers to all attendees.  Stay tuned for more updates about the afternoon session and Day 3 of IMPACT 2010!

Advertisement