Focus On: Operations
Measuring Operational Risk: Part Science, Part Art | Licensing Ops Execs: Great Idea, Bad Execution? | Reducing Operational Errors With OTC Derivatives | A DAY IN THE BACK OFFICE:
Eliminating Operational Risk at a Transfer Agency | Giving a Single Name a Single Identity | TOP OPS EXEC: Timothy Doar, CME Clearing | TOP OPS EXEC: Mike Fish, SWIFT | TOP OPS EXEC: Patrick Kirby, DTCC | TOP OPS EXEC: John McCorvey, Gar Wood Securities | TOP OPS EXEC: Jeff Gooch, MarkitServ | TOP OPS EXEC: James Malgieri, BNY Mellon | TOP OPS EXEC: Hans Hufschmid, GlobeOp Financial Services | TOP OPS EXEC: Conrad Kozak, JPMorgan Chase
A DAY IN THE BACK OFFICE:
Eliminating Operational Risk at a Transfer Agency
May 4, 2011
Computershare also uses a telephone system with Interactive Voice Response (IVR) to give callers answers to frequently asked questions without having to connect with a representative. But in the end, when a shareholder does want to speak with a live human representative, Computershare will record both the phone call and take snapshots of the call center employee’s computer screen to monitor how well and how quickly he or she is using Computershare’s technology, says Robert Cahill, manager of quality and training at Computershare’s communications center in Canton.