Contact Center Solutions Featured Article

OpenSpan Webinar Provides Key Insight into Contact Center Management

May 17, 2010

The contact center is an important division of any company, but ineffective management can turn this vital division into a complete drain on financial resources. Productivity of agents and optimal call flow are important, but how do you ensure things are running as streamlined as possible to gain the most value out of the center?

To help answer this question and optimize the overall management of the center, OpenSpan is offering a Contact Center Management Webinar: Monitor, Analyze, Automate; Three Steps to Increasing Agent Effectiveness on Thursday, May 20 at 2PM EDT.

If you are asking yourself these questions, this webinar is right for you:

- How much time do my agents lose in manual, repetitive actions?

- Where are my top three opportunities for reducing handle time?

- Why do I get repeat calls?

- What's threatening my PCI compliance?

- Who has the most effective up-sell practice in my front line?

- How do I deliver performance goals and budget for 2010?

If you want to be able to effectively answer all of these questions and more, you are invited to register for this informative webinar focused on monitoring and automating your front line.

You will learn how best to monitor your agents to know exactly what they are doing in virtually any application. You will gain the necessary tools to analyze activities within the center so you can identify inefficiencies, bottlenecks and compliance risks. You will also learn how to automate processes that cost you time and money.

OpenSpan has built a strong reputation in the industry for delivering process improvements through personal workflow management for the contact center. In working with companies throughout the global marketplace, contact centers around the world are improving agent productivity and reducing unnecessary costs by the millions.

Register today for this free webinar. You'll also gain an understanding of contact center management value through real-life cases describing how customers in a variety of industries are able to monitor, analyze and automate their way to significant savings with OpenSpan.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi