This new thought leadership series will bring innovational leaders fromÂ the industry to share their thoughts and discuss the latest industry trends. It is meant to engage industry expertsÂ on learning 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."
The company has invited financial services call center leaders and aspiring entrepreneurs from all over the world to take part of this leadership series. The participantsÂ will also get chance to talk with peers and experts in the industry via the OpenSpan blog. The program will discuss 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' operations."
The experts will also have a discussion about strategies and specific challenges regarding issues in the call center.
Edited by Ashley Caputo