At the SAPPHIRE NOW / ASUG Conference, on Monday, May 17th from 1:30-2:45pm, the ASUG Interaction Center Influence Council will be meeting to discuss the topic of unstructured interactions in the contact center.
We're excited also to see a demo of some of the CRM 7.0 EHP1 Interaction Center features!

Back in April, 336 Productions released three web promos for SAP's Business Communication Management software. The reoccurring desk theme reflects the software's motto "Contact Center Anytime, Anywhere." The three promos can be found on you tube. We've embedded them for ease of viewing!

This year's CRM show was a big success. Thanks to everyone we had the chance to talk to about challenges and successes in SAP contact centers. To wrap up the conference, we put together our top 10 highlights.

On Wednesday, February 24, 1:00 pm - 2:15 pm, Glenn Abel will be presenting a vendor-led session at the SAP Insider CRM 2010 Conference with this title. Here are the session details: Uncover ways to reduce cost, increase profits, and improve agent morale and customer satisfaction using unique capabilities within the SAP contact center. This session offers practical advice to help your organization not only realize quick wins but also create a long-term strategy to create a dynamic contact center, whether you are planning a contact center or already have one in place.

 This is the first of a multi-part series on Lean Six Sigma and the SAP Contact Center. In this posting, I provide an overview and some basic observations.

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SAP Contact Centers Contact Center Process Improvement

A short post to welcome you to our new site redesign, and to announce the creation of this blog!