Biography
 Oscar Alban Principal, Market Consultant www.witness.com oalban@witness.com 770-754-1963 |
Oscar Alban serves as principal, market consultant for Witness Systems, a global performance optimization software suite and services provider. In addition to this role, he also has served in product management capacities for the Roswell, Georgia-based provider of multimedia customer interaction recording, performance analysis and electronic learning management software for the contact center market.
Strengthening his roles as a market consultant is the unique “real world” experience he brings to the company. Prior to joining Witness Systems in 1997, Oscar spent 12 years with a Fortune 500 company in its state-of-the-art call center division, where he managed its 1,200-person inbound/outbound contact center. His responsibilities also included attaining results as both a regional sales manager and regional training manager. Today, Oscar performs contact center consulting with an emphasis on workforce optimization, agent and supervisor performance, and the role coaching and training play in the process. He regularly serves in a speaking capacity role throughout the year at industry trade shows, conferences and customer sites worldwide, where he focuses on the mission critical aspect of capturing customer intelligence, analyzing enterprise performance and applying learning to help develop staff skills through career pathing; optimize relationships and build customer loyalty; examine and refine business processes; improve sales and service; and maximize revenue opportunities. |