Business Process Management (BPM) - BPM: Improving Productivity for Call Centers


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Topic:
BPM: Improving Productivity for Call Centers
Date: Wednesday January 16, 2008 2:00 PM Eastern
Where: Online
Featuring: Andrew Spanyi, author of "More for Less: the Power of Process Management" and Wilson Hughes, Sr. Systems Engineer, BEA
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Round Table Details

Organizations that have call centers including help desks, outbound/inbound call centers or customer service desks are increasingly using Business Process Management (BPM), Portal and Web 2.0 technologies to differentiate the service they provide and make their operations more efficient.

But where is the low-hanging fruit? And where are the biggest gains?

Join this web seminar as industry expert Andrew Spanyi unveils the “Opportunities for Call Centers” and how BPM can help improve productivity, reduce costs and improve customer service.

Also don’t miss a live demonstration of how BPM, Portal and Web 2.0 technologies are leveraged to create a Dynamic Call Center experience. Learn why the combination of a self service portal with internal workflow and legacy systems can dramatically improve the customer experience and the overall efficiency of the call center operations..

BPM Benefits for Call Centers:

Improve Customer Service – BPM bridges systems and functional units to help organizations offer more consistent, responsive customer service.
Increased Productivity - BPM helps organizations streamline processes, reducing bottlenecks, by focusing resources on more productive activities positively impacting the efficiency of call center operations.
Improved Employee Satisfaction - BPM gives managers and employees a view into core processes, enabling faster problem resolution through providing access to the information required.

Speakers

Andrew Spanyi, author of More for Less: the Power of Process Management

Andrew Spanyi is the managing director of Spanyi International Inc., a consulting and training company that operates in the field of organization and process design. He has worked with executive teams at global organizations for nearly two decades, assisting them in transforming the way they tend to think about their business. He is the author of More for Less: the Power of Process Management and Business Process Management is a Team Sport, Play It to Win!

Wilson Hughes, Sr. Systems Engineer, BEA

Wilson Hughes is a Sr. Systems Engineer with BEA in the Business Interaction Division. In a previous role Wilson has worked as a BPM consultant for over 6 years, helping dozens of large and small organizations realize the benefits of BPM through IT solutions.

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