Raun Kilgo

Raun Kilgo is Director of Contact Center Process Excellence with OpenSpan. Mr. Kilgo has held management and executive roles in leading communication and contact center companies for two decades, including senior roles at AT&T, GE, Premier Global and Aspect Software. He was also President of a contact center company in Tallahassee, Florida, where he led a team of contact center professionals in quickly deploying a bio-terrorism hotline for the Florida Department of Health during the October 2001 anthrax attacks. With experience as both a contact center operator and a technology provider, he offers keen insights about how high volume contact centers can remain agile and efficient while business objectives, regulatory mandates and technologies change. At OpenSpan, he consults with contact centers around the globe to assess agent processes and develop process improvement plans using OpenSpan’s Desktop Analytics and Automation software to optimize agent productivity and create a better customer experience. (www.openspan.com)