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Undiscovered Insights – How Your Desktop Can Give You The Information You Need


Presented By: HP

Webcast recorded on Jan 21, 2016. Available to view by signing in.

Presented by Roger Lee, Principal Evangelist, and Lorne Wood, Senior Product Manager, HP WFO Software

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About the Webcast

How your contact center performs, both from your customer and workforce perspective, is paramount to the success of your business. Industry stats show how true this is: According to recent surveys, 82% of consumers state that quick issue resolution is the number one factor in a great service experience. Organizations hold the key to a quick resolution…right from the agents’ desktops. What is the most efficient way to access this data?

Ensuring a great customer experience takes more than just a great agent – it takes a contact center that analyzes interactions to determine what’s working and what isn’t. A true understanding and measurement of agent workflow can help you:

• Ensure process compliance
• Understand how staff is executing work
• Calculate true capacity needs
• Understand process inefficiencies

Access to the right information at the right time allows organizations to deliver the highest level of customer service, and can be your most effective competitive differentiators. Join this webcast to learn why the information gleaned from agents’ desktops have become a mainstream contact center necessity.

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Roger Lee, HP Customer Experience Leader

About the Presenters

Roger Lee, Principal Evangelist, OpenText Customer Experience Management (CEM)

Roger influences the overall strategic direction and product management for the OpenText™ Qfiniti integrated workforce optimization solution. In this capacity, he collaborates closely with customers, industry analysts, research and development, sales, and the senior management team to plan and implement the product roadmap. Roger has more than 20 years combined experience in finance, call center operations, information management systems, restaurant operations, payroll services and quality.

Lorne Wood, Senior Product Manager, HP WFO Software

Lorne is a contact center leader with 25+ years of experience leading teams to significantly improve quality and performance. Having served in a variety of contact center roles for several companies, he understands the importance of measuring behaviors and results correctly and utilizing insights to define and direct business initiatives.