Interview with Francis Carden, co-founder, OpenSpan

Call center technology will make or break your organization's customer strategy. Without providing your agents with access to the proper customer data you will not be able to fulfill your customer promise. In this interview thought leader Francis Carden speaks with Customer Management IQ about significant technologies that improve the productivity of the call center. This includes technology that reduces the amount of time the agent spends on performing repetitive processes so she can spend more time directly engaging the customer. Carden also discusses data integrity and compliance, SOA architecture, and why he is excited about the potential of the call center industry.