Inc., a provider of innovative user optimization, activity
management and automation solutions, today announced a new thought
leadership series for financial services call centers tailored to
communicate best practices and success strategies in operational
efficiency, compliance and the customer experience.
The series entitled "The New Normal for Call Center Optimization for
Financial Services," is a program designed to deliver an interactive way
for call center leaders to share opinions, discuss the latest industry
trends and engage industry experts to learn how innovation-first
companies are approaching operational efficiency objectives.
"The issues and trends for call centers in the financial sector often
change on a daily basis, depending on new rules or laws that are
legislated," said Anna Convery, executive vice president at OpenSpan.
"This series is designed to educate call center management about the
'new normal' operating practices - from processes and workflows, to
customer loyalty, to regulations and compliance. Its format makes it
easy to engage on a variety of fronts."
All financial services call center leaders are encouraged to
participate. Over the course of the series, participants will have the
opportunity to interact with peers and experts in the industry via the OpenSpan
blog. The first sries topic centers on operational efficiency and
the agile agent desktop. "Call center leaders are held to a number of
performance metrics - from average handle time (AHT) to average cost per
call," commented Convery. "Because stringent compliance and regulations
demand tight adherence metrics, call centers must redefine workflows,
processes and new rules of agent engagement, setting 'new normal'
In addition to blog interactions, series participants can submit
feedback and share opinions via a survey. Responses from the survey will
provide the foundation for discussion during a 20-minute webinar, where
participants will engage with a call center expert from OpenSpan. This
expert will share survey results and customer success strategies where
specific challenges regarding issues in the call center were overcome.
Participants will also have access to a new industry white paper for
each call center optimization topic that gives a more magnified view
into each issue discussed during the webinar.
For more information regarding this new call center optimization series
for financial services, click
OpenSpan provides technology that improves, accelerates and measures
software- and data-driven work on the desktop, driving performance in
front-office, retail and back-office environments. A Better Way to
Manage™ solutions including OpenSpan Desktop Analytics, captures all
desktop activity to measure worker performance and work outcomes.
Organizations then use OpenSpan's Better Way to Work™ solutions
including OpenSpan Desktop Automation to build and implement user process
improvement or process automation solutions across enterprise
applications. The OpenSpan solutions require no changes to IT
architecture or mission-critical applications, providing rapid
development and deployment, agile response to changing business needs,
and continuous, iterative improvement. OpenSpan customers include Global
2000 organizations in financial services, insurance and telecom, among
other industries. Customers report exponential ROI through increased
productivity, improved efficiency and enhanced customer experience. The
privately held company is based in Atlanta, GA. For information, visit www.openspan.com.
OpenSpan is a registered trademark, and Better Way to Work, Better
Way to Manage, Desktop Automation and Desktop Analytics are trademarks
of OpenSpan, Inc. All other trademarks are the property of their
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