OpenText WFO Software Video Series

Driving Contact Center Awareness Within Your Organization

Browse responses from the panel by selecting one of our eight topics:

Welcome to the OpenText WFO Video Series

Roger Lee, Principal Evangelist, OpenText WFO Software, welcomes you to the series.

Please click on the info button to learn more!

We are very excited to present the second and latest edition of our OpenText WFO Software Video Series featuring recorded commentary from contact center and customer experience thought leaders.

Our first video commentary series, launched just over a year ago as a first edition that examined the importance of interaction analytics in the contact center, is still available for you to visit online. Insights on the topic from industry analysts such as Ian Jacobs (Senior Analyst, Forrester Research), Ashwin Iyer (Senior Research Director, Frost & Sullivan) and Jim Davies (Research Director, Gartner) remain highly relevant.

In this second series, our industry thought leaders share their thoughts and experiences on driving awareness of the value the contact center can ・and should ・deliver to the broader organization.

We invite you to enjoy commentary not only from the analysts Donna Fluss, President of DMG Consulting and Keith Dawson, who was a Principal Analyst at Ovum at the time of our recording sessions, but also from industry professionals Jason Goodroe, Second Vice President at Aflac, and Kate Drea, Sr. Manager of Digital Quality at Asurion. As always, these thought leaders are joined by our very own Roger Lee, aka Dr. WFO, Principal Evangelist at OpenText WFO Software.

As with our first video series, we also encourage you to visit and revisit this page to learn from each expert who provides his or her unique perspective on this important topic. Participate in the conversation by clicking through to the blog entries associated with each week's commentary as they are posted, and extend the conversation by sharing your views using social media channels.

However you participate in this compelling exchange of ideas, trends, and best practices, the OpenText WFO Software team believes that you will discover the actionable insights you need to drive the value of your own contact center out to the broader organization. Thank you for joining us in this conversation.

1. What defines a positive customer experience?

Donna Fluss

Jason Goodroe

Keith Dawson

Kate Drea

Roger Lee

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2. Why should customer experience be a top enterprise goal?

Keith Dawson

Kate Drea

Donna Fluss

Jason Goodroe

Roger Lee

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3. How can the contact center be positioned as a leader in customer experience?

Roger Lee

Roger Lee

Donna Fluss

Donna Fluss

Kate Drea

Kate Drea

Keith Dawson

Keith Dawson

Jason Goodroe

Jason Goodroe

Jason Goodroe

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4. How can the contact center align with the top priorities of executive leadership?

Kate Drea

Kate Drea

Jason Goodroe

Jason Goodroe

Keith Dawson

Keith Dawson

Keith Dawson

Donna Fluss

Donna Fluss

Roger Lee

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5. What's the best way to coordinate contact center goals with other business units?

Jason Goodroe

Jason Goodroe

Keith Dawson

Keith Dawson

Donna Fluss

Roger Lee

Roger Lee

Roger Lee

Kate Drea

Kate Drea

Kate Drea

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6. What performance goals resonate most with executive leadership?

Keith Dawson

Keith Dawson

Kate Drea

Kate Drea

Kate Drea

Donna Fluss

Jason Goodroe

Jason Goodroe

Roger Lee

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7. What other tools demonstrate contact center impact to the executive team?

Roger Lee

Donna Fluss

Kate Drea

Keith Dawson

Jason Goodroe

8. What are some lessons learned about reporting to the executive team?

Kate Drea

Jason Goodroe

Keith Dawson

Donna Fluss

Roger Lee