| Panviva to Provide Keynote Presentation at JD Power and Associates 2009 Call Center Certified Roundtable of Champions |
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Call Center Futurist Mary Murcott will Speak on: “How CSAT Leaders Understand and Drive FCR” WAKEFIELD, Mass., Oct. 9, 2009 - Panviva, the leading provider of Business Process Guidance (BPG) systems and developer of SupportPoint, today announced that it will sponsor a keynote presentation at the elite J.D. Power and Associates 2009 Call Center Certified Roundtable of Champions. JD Power and Associates sponsors this annual, invitation-only event to bring senior leaders in call center operations together with visionary leaders in technologies and services that enable customer service excellence. The focus this year is “Driving Toward a Differentiated Customer Experience.” Panviva is one of only two technology companies asked to participate. The topic of Panviva’s keynote is “How CSAT Leaders Understand and Drive FCR.” The presentation will be delivered by ‘Call Center Futurist” Mary Murcott. Mary is the founder and president of Performance Transformations, Inc, which assists high - and medium-profile companies in transforming customer services. She will talk about the top myths and methods to measure and improve FCR, and the role of Business Process Guidance in taking customer satisfaction to the next level.“Panviva is proud to be involved with this gathering of the world’s best customer service operations,” said David Frenkel, CEO of Panviva. “Our approach to guiding agents step-by-step in real-time through every call is increasingly recognized as a way to improve First Call Resolution while significantly lowering costs and improving the customer experience .” The 2009 Call Center Certified roundtable of Champions will be held October 14-15 at the Red Rock Resort and Spa in Las Vegas, Nevada. About Panviva Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance (BPG) system. Over 200,000 users across 37 countries in 18 languages rely on SupportPoint to guide them through complex processes and policies in real-time. Primary offices are in Wakefield, MA, and Melbourne, Australia. Since 1996, Panviva has been helping its customers, including HP, Caterpillar, Medibank, Thomson Reuters, BT, BUPA, National Australia Bank and Foster’s reduce operating costs while improving performance and compliance. For further information, please visit www.panviva.com. |