Durham, N.C. (April 1, 2007) — Zencos Consulting LLC CTO, Joe Costanzo was featured on BetterManagement’s webcast, “Can You Hear Me Now? ...Analytics for Call Center Excellence,” on Tuesday, March 20, 2007.   Costanzo was joined with two other industry experts, Eric Arnum, editor of Warranty Week and Michael Newkirk, manufacturing industry marketing manager, SAS Institute, to share best practices for service operations management with a focus on improving the performance of contact centers.  The webcast is archived for viewing on BetterManagement’s web site at:  www.bettermanagement.com/seminars/seminar.aspx?l=14353.

As a member of the panel, Costanzo provided insight into the needs of contact center management for improving profitability and performance of service operations. He explained how to improve the performance of contact centers and enhance customer service and loyalty by applying advanced demand forecasting and operations optimization technologies in service operations.

“Call centers are primary means for customer interaction and creating a bridge to present challenges of market growth by strategically planning an infrastructure of marketing processes,” said Costanzo. “Touching on all aspects of business from human relations to sales the use of technology including call centers increases high returns and improves business processes.”

Eric Arnum is the Editor of Warranty Week, an online publication for the warranty professional. He has performed research and consulting projects for a wide range of clients in North America, South America and Europe.    Michael Newkirk, manufacturing industry marketing manager, SAS is responsible for driving the development of industry-specific marketing strategies, messaging and positioning of SAS solutions to organizations that transverse various industries.

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BetterManagement is a unique mix of educational activities combining interactive web resources and live conferences connecting decision makers with relevant information. Global perspectives from respected publications, associations and academic institutions form a learning path on critical issues. BetterManagement also produces extensive Webcasts. Information is organized to accelerate knowledge of best practices and highlight successes worldwide. BetterManagement is based in Beaverton, Oregon and has offices in Germany and Australia.