Hoesbach/Germany, May 26, 2009 – ASC (www.asctelecom.com), a leading global provider of innovative solutions to record, analyze and evaluate communications, introduced its workforce optimization solutions for contact centers at Expo Contact, May 20-21, in Hotel Mirasierra Suites, Madrid, Spain.

In a special presentation, Harald Zapp, Chief Operating Officer of ASC, described the increasing sophistication of quality monitoring solutions, their integration with eLearning and eCoaching, and interfaces with other applications such as workforce management, CRM or ERP. 

Mr. Zapp said, “Workforce optimization represents a new paradigm for contact centers incorporating all internal processes to create a powerful new tool for quality management. It provides an enterprise-wide solution to help contact centers attract more business, increase agent retention and build customer loyalty.”

Mr. Zapp discussed workforce optimization strategies, real-world applications for contact centers, and improving the customer experience by keeping agents always on the right skill level. He emphasized the fundamental role of quality monitoring in conjunction with process optimization, work council conformity and adaptation to customer-specific requirements.

In addition to Expo Contact, ASC is highlighting its workforce optimization solutions at the following upcoming events within the next month:

Call Center Innovations Tour (www.ccit-online.de)
May – June 2009 in Germany, Austria and Switzerland

Call Center / CRM Demo & Conference
May 27-28, 2009 in Osaka, Japan

Genesys G-Force EMEA
June 9-11, 2009 in Barcelona, Spain

CommunicAsia
June 16-19, 2009 Singapore

Swiss CRM Forum
June 18, 2009 in Zurich, Switzerland

For details, please visit http://www.asctelecom.com/english/events.php