The Competitive Organization: Why Call Center Management Needs a Seat at the Boardroom Table
What does it mean to be really competitive? Being fastest or biggest isn't enough for the long haul. The organizations that prevail over time will have more than just a good product or a large footprint in their market. They will have the kind of organizational excellence that comes from a keen understanding of their marketplace and their customer needs, as well as inter-organizational performance visibility that provides actionable insights, not just more contributions to big data. Those organizations are building a culture of sustainable competitiveness.
However, with one or two exceptions, departments and divisions often don't have the understanding or capability to measure and control performance in a way that could impact organizational effectiveness enterprise-wide. The call center does. And that's why organizations that don't give their contact center executives a seat at the boardroom table are missing a huge opportunity to impact the success of the entire business.
Join Customer Management IQ and OpenSpan for this executive strategy web seminar that will include discussions on:
- Why call center performance principles can and should be applied across the organization
- How you can move yourself up the value chain in your company by clearly demonstrating how management decisions made can be monetized for real business impact
- How Analytics is evolving to meet real-world enterprise needs, and how to tap the potential
- The blinds and pitfalls that often hinder optimal performance, and how to avoid them
- Behaviors shared by remarkably competitive organizations, and how to cultivate them in your organization
For participating, all attendees will receive:
- A powerful Call Center ROI Worksheet used by leading companies around the world to prioritize call center improvements and calculate their impact
Presenters:
Anna Convery
Executive Vice President
OpenSpan
Raun Kilgo
Director of Contact Center Process Excellence
OpenSpan
