call center

Aberdeen Group Surveys Contact Centers for Analytics Benchmark Report

by Laura Tanner April 2, 2012

How does your company use analytical tools and processes to empower your contact center with the actionable insights needed to serve customers?  Effective use of contact center analytics programs helps organizations improve the effectiveness and timeliness of customer engagement activities via the contact center.  Would you like to learn how Best-in-Class companies integrate analytical tools [...]

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OpenSpan by the Numbers

by Laura Tanner March 5, 2012

What’s the real-world impact of OpenSpan’s user process improvement technology?  Our Lean Six Sigma black belts did the analysis, and the results of our process improvement assessments are outlined in our new infographic.  The outcome is clear:  OpenSpan customers see very real and very dramatic improvements in their operations thanks to their process improvement and [...]

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At the End of the Process is the Customer

by Laura Tanner February 1, 2012

The Process Excellence Network (PEX Network) makes some salient points on the impact of process in a new video posted last week. Using statistics about changes in the global economy, the video brings home that point that, in the end, it’s all about service. The business process should serve the customer, making the customer experience [...]

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