Keith Dawson Principal Analyst, Information & Communication Technologies Frost & Sullivan John Broderick CEO Cicero Inc. Neil Crane Director of Product Development Cicero, Inc. Jim Rembach Chief Spokesman Customer Relationship Metrics Reducing call time has become the Holy Grail of cost savings in call centers.  Although some managers have been successful in shaving a few seconds on calls, many others are falling far short of reducing AHT, improving customer satisfaction, or, in general, improving operating costs. A better approach is to focus on process improvement where it makes sense - at the customer service reps desktop.  By focusing on process improvement at the desktop, call centers can improve customer service reps effectiveness, efficiency and satisfaction - faster than other approaches. Join Frost & Sullivan, and Cicero for a fun, interactive eBroadcast to learn how process improvement should be the goal of call centers and how it can yield results faster than focusing on AHT alone.  You will learn: Why it is important to focus on reducing the complexity of the work environment for customer service representatives Why the customer service rep as the focal point is the key to process improvement How to understand the CSR work environment, their challenges and areas of process improvement How companies are focused on process improvement as the primary goal and the impacts on CSR effectiveness, efficiency and costs How desktop integration allows you to use your existing technology investments and can be implemented in a matter of weeks and pay for itself in a few months How well you remember facts through fun trivia from Monty Python and the Holy Grail Click Here to Register and join us as we discuss call center process improvement where it makes sense at the CSR desktop.  Share and exchange your experience and viewpoints with our panel of experts during our live, interactive Q&A following the presentation. Frost & Sullivan recognizes that there are many Contact Center Solutions in the marketplace. Some of the solutions being covered today could be very valuable to our clients, so we asked Cicero if they would stay and give a virtual demonstration to enhance the value of today's program. Stay with us for an extra 15 minutes just following the Q&A session as we present to you a Virtual Solutions Showcase. As our appreciation to you for joining us on this eBroadcast, all participants will be entered into a give-away for a Kindle! All registrants will be eligible to receive a $500 credit voucher* towards the 5th Annual Customer Contact 2009, West: A Frost & Sullivan Executive MindXchange * $500 Credit Voucher must be redeemed and allocated no later than Wednesday, September 30, 2009.