Make your CFO happy!
Increase the value of the contact center
through the Order to Cash cycle!
The pressure of faster market launches for new products and services often means increased call volume for the contact center and long order-completion cycle times for customers. The problem: most enterprises take a functional view of the process that doesn’t incorporate the customer’s experience or the enterprise’s need to close the revenue cycle. In this Webcast, you’ll learn strategies for building an Order to Cash process that offers your customers an optimal experience while keeping your CFO happy by accelerating cash flow.
Listen to our experts and learn about:
- Obtain an overview of the Order to Cash cycle and how the O2C market is
changing (NELSON HALL) - Learn how to view your organization’s Order to Cash cycle from the overall customer experience
- Learn how the Contact Center can expand their services to play a more strategic
role in the O2C cycle - Understand a framework you can use to create a more effective and efficient Order to Cash process and why the Contact Center is in the best position to impact the process
- Learn which components of the O2C process are most suitable for outside service providers depending on your industry (NELSON HALL)
Convergys invites you to watch this recorded webinar:
Date Aired: |
Tuesday, October 9th |
Speakers: |
Natalie Galbato – Senior Director Customer Management |
Moderator: |
Alex Dering - Senior Editor, ICMI |
Complete this simple form to watch this webinar:
Speaker Biographies
Natalie Galbato is a senior director in the customer management line of business for Convergys Corporation, a global leader in relationship management.
Natalie is in charge of the back office solutions group, responsible for strategy development and execution to expand Convergys’ business process outsourcing segment. She is also responsible for new service portfolios and establishing key partnerships with channel and product partners to drive new sales opportunities.
Prior to her current appointment, Galbato held a series of increasingly responsible positions with Convergys, including senior director of business unit transformation and new market development, director of marketing for CM, and director of marketing strategy.
Before joining Convergys, Galbato served in a number of executive positions for companies such as Digineer and Andersen Worldwide.
Natalie earned a bachelor’s degree in business from the State University of New York, and earned a master’s degree in business administration from the University of Chicago.
Natalie currently resides in Cincinnati, Ohio.
John Wilmott is one of the founders of NelsonHall and has been CEO since its inception in 1998. John has developed the company to its present position as the leading BPO analyst firm globally.
John remains actively involved in the delivery of client assignments. He has personally covered the BPO market since 1992 and has led well in excess of a hundred assessments of BPO. John currently presents NelsonHall's quarterly “BPO Index” webcast, monitoring developments in the BPO marketplace worldwide.
Widely regarded as a 'BPO guru', John continues to contribute to, and oversee, NelsonHall's BPO research, and is a sought after speaker on BPO. Recent speaking engagements include:
- Terrapinn KPO Conference: Singapore, June 2007
- Trainingindustry.com Learning BPO Conference, April 2007
- Presidents' Panel 'Maturity of HR Outsourcing', NY HRO World April 2007
- LOMA/ACORD Insurance Conference: Role of BPO in the Insurance Sector
- Outsourcing Leadership Forum: presentations on HR outsourcing, F&A outsourcing and shared services in Atlanta, Dallas and New York
- NOA Conferences, most recently addressing approaches to offshoring in BPO
- SBPOA Conferences including the role of, and approaches to, business transformation
- BMEGlobal IT Outsourcing and BPO Conference
- TPI Sourcing Leadership Exchange
- TPI Sourcing Industry Leadership.
John assists organizations in understanding the true shape of the BPO market and the success factors involved in BPO from both buy-side and supply-side perspectives.
John has over 20 years’ experience in the services sector, principally in roles with strategic marketing responsibility. John previously held senior positions with suppliers and research agencies in both Europe and the U.S.
John holds a MA from Cambridge University and an MBA from Manchester Business School.
Alex Dering brings a combination of almost 20 years of experience in print and Internet publications to ICMI, one of the call center industry’s most respected organizations. Dering has worked in New York and Washington, D.C., as an editor and a writer. He has a master’s degree in journalism from Boston University and a bachelor’s degree in journalism from the University of Massachusetts at Amherst.
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