Customer goals often conflict, detracting from an organization's ability to focus on overall organizational goals. For example, contact centers try to control costs by managing handle times, but it's also tasked with increasing revenue?which increases handle times. How can a company take advantage of the revenue opportunity while controlling costs? With such a huge opportunity to affect your P&L, you need the ability to drive the "next best actions" to meet your customer needs and organizational goals.

This webcast will take place on May 24, 2005, at 2:00 PM EDT.