SAN MATEO, Calif.--June 6, 2006--Enkata, a leading provider of Operational Performance Management (OPM) solutions, today announced that Dr. Vijay Mehrotra, a faculty member in the Decision Sciences Department at San Francisco State University's College of Business, will lead an educational workshop at the 7th Annual Call Center Week conference focused on teaching organizations ways to make use of their valuable customer data to improve operational performance, increase customer loyalty and solve the hidden problem of the "silently dissatisfied" customer. Dr. Mehrotra is a member of Enkata's Industry Advisory Board, which includes business executives and academics with experience driving improvements in operational performance across a wide range of industries. Details on the workshop session are as follows:
Who: Dr. Vijay Mehrotra, Faculty Member, Decision Sciences Department San Francisco State University College of BusinessTopic: "Leveraging Customer Data to Improve Operational Performance, Drive Customer Loyalty and Solve the Problem of the 'Silently Dissatisfied'"Where: 7th Annual Call Center Week, The Venetian Resort Hotel Casino, Las VegasWhen: Monday, June 12, 2006 from 3:00 p.m. - 6:00 p.m. PDT
During the workshop, Dr. Mehrotra will demonstrate how organizations can leverage data from the call center and back office to understand and correct the root causes of customer dissatisfaction and churn -- with the goal of improving service for both the customers that call to complain, as well as the "silent majority." He will show why traditional call center reports and analysis techniques are either too general or labor intensive to generate actionable insight, and explain why data related to upstream processes such as billing and claims is just as critical to improving operational performance as metrics generated by ACD, IVR and CRM systems. In addition, Dr. Mehrotra will examine new technologies available to help organizations integrate and analyze data across the end-to-end customer lifecycle in order to uncover the causes of service failures and take action to improve operational performance.
An expert in call center operations, Dr. Mehrotra focuses his research on how mathematical models transform operations management in today's data-rich, but information-poor climate, with a focus on forecasting, scheduling, capacity analysis, risk management and technology adoption. He holds a Ph.D. in Operations Research from Stanford University and a B.A. in Mathematics, Economics and English from St. Olaf College.
Produced by the International Quality & Productivity Center (IQPC), Call Center Week brings together leading call center experts to share best practices in achieving customer service excellence. The conference will feature interactive workshops, real-world case studies and Master classes exploring all aspects of call center management, including performance optimization, measurement, process improvement and tools/technologies.
About Enkata
Based in San Mateo, Calif., Enkata is a leading provider of Operational Performance Management solutions for businesses with large service organizations. Offered on demand, Enkata delivers the only industry-specific solutions available that analyze both front- and back-office customer lifecycle data and provides actionable information needed to reduce costs while simultaneously increasing customer loyalty. Today, leading companies in health insurance, telecommunications and financial services rely on Enkata to achieve operational excellence. For more information, visit www.enkata.com or call 650-227-6500.
