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February 24, 2011

Open Span Provides Call Center Performance Assessment

By Juliana Kenny, TMCnet Web Editor

OpenSpan (News - Alert) has recently released a helpful service for contact center managers that enables them to gain insight to the complex user processes that may inhibit or enhance productivity: an online assessment titled Call Center Performance Self Assessment. The 10 minute survey allows for contact center managers to see if their organizations are ready for a process improvement initiative by just answering questions that analyze the operational workings of the contact center.

Contact center managers spend heaps of time monitoring and reviewing their teams’ performance metrics, and this assessment enables the managers to streamline data to help improve performance. OpenSpan realizes that improving key processes in the contact center has enormous impacts on the organization, and offers this survey to help contact center managers better understand where there are needed improvements.

OpenSpan stated, “It is a great step along the path to process excellence in the call center, and can be a useful resource as call center executives plan and work toward their 2011 business goals.”

Once the participant in the assessment has completed the questions, he or she will receive an initial User Process Improvement score. Subsequently, the participant will receive a personalized report that includes a set of high-level user process improvement recommendations for the organization.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny

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