Witness Systems, a provider of workforce optimisation software and services, will conduct a an 11-city series of educational seminars about the latest trends in workforce optimisation and how contact centres can gain immediate benefits from the concept.

The seminars will be addressed by Bill Durr, author of Building a World-Class Inbound Call Centre, and Oscar Alban, principal, global market consultant, touching upon trends and how optimising people, processes and technology maximises customer retention.

The two speakers will also emphasise how focusing on call-centre agents and empowering them with the right knowledge and processes leads to increased customer satisfaction and retention.

The seminars will be conducted across India in the following locations:

Bangalore: August 25, Taj Residency - 6.45 pm-10:00 pm
Mumbai: August 26, Grand Hyatt - 6:00 pm-9.30 pm

The seminars will also be held across the Asia Pacific in the following locations:

Kuala Lumpur , August 29; Hong Kong , August 31; Shanghai , August 31; Tokyo , September 2; Wellington, September 5; Auckland , September 6; Sydney , September 8;
Melbourne, September 9 .

The seminars are free to attend, but limited to availability on a first-come basis.

Witness Systems reported a turnover of $46.2 million in the second quarter of 2005.