ATLANTA--(BUSINESS WIRE)--OpenSpan, Inc., a provider of innovative worker optimization, activity management and automation solutions, today announced contact center and back office industry expert Donna Fluss will introduce the newly-released DMG Consulting white paper, Desktop Analytics Optimizes the Service Experience, in an upcoming webinar on September 17, 2013 at 11:30 a.m. EDT / 4:30 p.m. GMT. Fluss will address the top uses and benefits of desktop automation and analytics solutions that are driving demand for these unique and highly valuable solutions.
“Enterprises must focus on customer service and make it a primary differentiator”
For more than 30 years, Fluss has helped end users build differentiated contact centers and vendors develop solutions for the market. She is the author of the book, The Real-Time Contact Center, the Contact Center QA Guide, and many annual industry reports on cloud-based contact centers, IVR, speech analytics, performance management, workforce management, surveying/voice of the customer, quality management/liability recording, desktop analytics and contact center analytics.
“Enterprises must focus on customer service and make it a primary differentiator,” commented Fluss. “Desktop analytics is a game changer for front- and back-office servicing environments. Desktop analytics can remove technology barriers, streamline servicing activities and help to build a more effective and productive workforce. When used properly, desktop analytics will improve the customer experience and staff satisfaction.”
During the webinar, Fluss will review the top enterprise servicing goals and discuss how desktop analytics can be used to help managers cost-effectively achieve their objectives. “There is nothing else like desktop analytics when it comes to the customer service and back office worlds,” commented Anna Convery, executive vice president of strategy for OpenSpan. “Desktop analytics and automation solutions can be used to change and fix servicing and processing issues that have previously been avoided because they were considered too risky, time consuming and costly to address. The solutions can also be used to upgrade employee and systems performance dramatically by providing data-driven assessment of where and how each employee and systems interface is meeting its goals. These are real game-changers when it comes to transforming agent behavior and the customer experience.”
“Donna Fluss‘s industry knowledge and passion for customer service and back-office operational excellence make her one of the leading authorities for these critical business areas,” added Convery. “This newest white paper from DMG Consulting offers a deep dive into desktop analytics and automation, and the performance improvements organizations can realize across the enterprise by deploying these unique solutions. The September 17 webinar will cover these key topics and provide substantial insight for companies seeking to leverage this technology.”
To download the DMG Consulting white paper, Desktop Analytics Optimizes the Customer Experience, click here: http://www.openspan.com/resources/whitepapers/wp-desktop-analytics-optimizes-service-experience.php.
To register for the Sept 17 webinar featuring Donna Fluss, click here: http://www.openspan.com/resources/webinars/wr-desktop-automation-and-analytics-the-new-face.php.
OpenSpan is a provider of desktop automation and desktop analytics solutions that improve performance, drive revenue and increase efficiencies in contact center, back office and retail storefront environments. Desktop automation enables companies to deliver a Better Way to Work for its employees by streamlining workflows between disparate systems, and simplifies the workflow for agents interacting with customers. Desktop analytics deliver a Better Way to Manage, providing actionable, real-time activity and performance insight used to make informed decisions about people and technologies. OpenSpan solutions are deployed on more than 300,000 desktops across the world, and are optimizing billions of transactions in the banking and financial services, insurance, telecommunications, retail and technology industries. For more information, visit www.openspan.com.