How the "Shop Floor" Holds the Key to a Successful Corporate Strategy

This FREE webinar was recorded on:
Tuesday, August 21, 2012
11:00 AM - 12:00 PM EDT
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How the "Shop Floor" Holds the Key to a Successful Corporate Strategy

Ensure that front-line and back-office activities support corporate strategy

You have made huge investments in technology, people and processes. But are you getting the results you expected? Is the corporate strategy hashed out in the corner office being fully executed on the shop floor and the front lines? Is your vision of organizational excellence being fulfilled?

Often business leaders find that enterprise systems don't deliver all the information they expected. Due to missing or incomplete data, managers may reach inaccurate conclusions about the effectiveness of their teams, make poor business decisions, or even be completely blind-sided when information that should have been “knowable,” was nevertheless unknown, and therefore not actionable.

The key to realizing strategic goals lies in having a better way to view and manage your investments in technology, process and people.

Join this webinar to learn how to:

  • Gain both visibility and control over user processes, while actually reducing the burden on workers at every level
  • Pinpoint and plug gaps in visibility, remove the lag between performance and reporting, and remove human reporting bias
  • Ensure that tactical business processes effectively support strategic goals
  • Detect shifting business conditions and more rapidly analyze their potential impact on your bottom line


Webinar attendees will also receive:

  • A copy of the presenter handouts
  • Entry into the OpenSpan Kaizen Challenge, where your organization could win a 2-week, OpenSpan facilitated Kaizen process improvement event


This webinar will take place at 16:00 BST (London) / 17:00 CEST (Paris) / 11:00 EDT (New York). For additional time zones, please use the time converter at  If you miss the release time, don't worry - this webinar will also be made available on demand.


Raun Kilgo
Director of Contact Center Process Excellence

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. (

Anna Convery
Executive Vice President

As Executive Vice President, Sales & Marketing, Convery oversees global market development and strategic initiatives for OpenSpan. An industry expert in customer service technologies and solutions for the enterprise, she previously held senior executive roles at NICE Systems Ltd., ClickFox, Inc. and Nexidia Inc., as well as global marketing and business development roles with IBM Corporation, Jacada Ltd. and Unibol Inc.Ms. Convery has been named a "Woman of the Year in Technology" by WIT, and has received numerous awards and recognition for her business leadership and vision. She is frequently quoted in trade publications and often speaks at industry conferences.