ATLANTA -- (BUSINESS WIRE) -- OpenSpan, Inc., a provider of innovative worker optimization, activity management and automation solutions, today announced TELUS (TSX: T, NYSE: TU) will showcase its recent customer service desktop transformation and associated best practices during a webinar on August 22, 2013 at 11:30 a.m. EDT / 4:30 p.m. GMT. The webinar, titled “The TELUS Way: An OpenSpan Customer Journey for Optimizing the Agent Desktop,” is a part of the OpenSpan “Talk with the Experts” series, aimed to guide organizations about evolving the service desktop – where all customer transactions take place – into a more strategic, data-rich interface.
The TELUS desktop transformation project was initiated after contact center management sought technology to enable its contact center agents to better serve TELUS wireline customers. The company aspired to improve key performance metrics within this business line, including optimizing average handle time and order entry data accuracy.
“We recognized the opportunities we had to elevate our customer service delivery and automate the many tasks our agents perform,” commented Stacey Schierau, strategy and development analyst for TELUS and featured presenter for the August 22 webinar. “OpenSpan’s automation solutions to our sales order and credit check processes helped to simplify the work for our agents, equipping them to provide an enhanced level of customer service, meeting all of our customers’ needs in a shorter period of time.”
TELUS partnered with OpenSpan to deploy desktop automation solutions to simplify agent processes and eliminate a number of manual tasks during customer interactions. During the August 22 webinar, Schierau will address the critical success factors for their OpenSpan deployment including change management, agent engagement and IT and business alignment. “The wireline business unit has achieved major wins since adopting desktop automation – shaving down average handle time, order fall out, client call backs and escalations. An important element during our project was the agent’s involvement in helping make business decisions related to building and refining processes.”
“This webinar is a ‘must-attend’ event from the contact center management team to the executive suite, as it will focus the real-world lens on the most current customer service challenges and best practices to overcome them,” commented Anna Convery, executive vice president of strategy at OpenSpan. “TELUS understands the relationship between people and technology, and very importantly, the correlation between agent performance and customer satisfaction. Transforming the TELUS agent desktop has generated significant returns that will continue to pay off as they further enhance customer processes.”
The webinar is scheduled for August 22, 2013 at 11:30 a.m. EDT / 4:30 p.m. GMT. To register, visit: http://www.openspan.com/resources/webinars/wr-the-telus-way-an-openspan-customers-journey.php.
OpenSpan is a provider of desktop automation and desktop analytics solutions that improve performance, drive revenue and increase efficiencies in contact center, back office and retail storefront environments. Desktop automation enables companies to deliver a Better Way to Work for its employees by streamlining workflows between disparate systems, and simplifies the workflow for agents interacting with customers. Desktop analytics deliver a Better Way to Manage, providing actionable, real-time activity and performance insight used to make informed decisions about people and technologies. OpenSpan solutions are deployed on more than 300,000 desktops across the world, and are optimizing billions of transactions in the banking and financial services, insurance, telecommunications, retail and technology industries. For more information, visit www.openspan.com.
TELUS (TSX: T, NYSE: TU) is a leading national telecommunications company in Canada, with $11.2 billion of annual revenue and 13.2 million customer connections, including 7.7 million wireless subscribers, 3.3 million wireline network access lines, 1.4 million Internet subscribers and 743,000 TELUS TV customers. Led since 2000 by President and CEO, Darren Entwistle, TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video.
In support of our philosophy to give where we live, TELUS, our team members and retirees have contributed more than $300 million to charitable and not-for-profit organizations and volunteered 4.8 million hours of service to local communities since 2000. Fourteen TELUS Community Boards lead TELUS’ local philanthropic initiatives. TELUS was honoured to be named the most outstanding philanthropic corporation globally for 2010 by the Association of Fundraising Professionals, becoming the first Canadian company to receive this prestigious international recognition.
For more information about TELUS, please visit telus.com.