Recommended: Click here to improve PC speed »
Informatica Research project manager Osvaldo A. Guzman contributed to the study andhas worked with contact centres in diverse industries:  contact centres play anindispensable role in todayÂ's world, but without proper management, we see themteetering on the brink of disaster, silently suffering from shared challenges andproblems. Mr. Guzman is part of the C2M2 team that works with management to remedyissues in real-time by working with contact centre staff at all levels, especiallymanagement.
Capability gaps in contact centre management account for the majority ofeffectiveness, privacy and security issues. In successful cases, a standard approachthat embraces best practices, project management methodologies, enterprise riskmanagement and enforced policies contributes to a working environment that reducesstress, increases productivity, decreases absenteeism.
In cases involving serious compliance, security and confidentiality issues, animprovement of over 80% was noted over the 6 month period following the adoption ofmanagement and employee education, shared policies, improved monitoring andeffective control implementations. Informatica has taken this considerable knowledgeand incorporated it into its Contact Centre Management Model, dubbed C2M2, nowavailable to organizations across Canada and abroad.
Informatica founder Claudiu Popa is a security expert with deep expertise intelecommunications technology and contact centre solutions. His focus is on bringingC2M2 awareness to call centres that operate globally.  We believe thatÂ's whereorganizations are seeing the best return on investment from contact centre economiesof scale, unfortunately we are also seeing the biggest opportunity losses,inefficiencies, security problems and privacy irregularities as organizationsineffectively manage contact centres around the globe .
 30 Contact Management Issues That Impair Growth, Global Competitiveness and PrivacyCompliance . can be found on the Informatica Web site at: "http://www.informaticasecur ity.com/contact_centre_solutio ns/"
For more information on InformaticaÂ's C2M2, contact management security, privacy,compliance and performance solutions visit the companyÂ's Web site ("http://www.InformationSecu rityCanada.com" or "http://www.SecurityandPrivac y.ca")or contact info@InformaticaSecurity.com.
ABOUT INFORMATICA SECURITY CORPORATION
Informatica Security is CanadaÂ's leading innovator in corporate regulatorycompliance and security awareness training. Founded in 1989 the Toronto-basedinformation risk consulting firm works with clients to identify and address threatsto information assets, business continuity and compliance. Informatica delivers alarge selection of corporate security courses and seminars, and offers confidentialmanagement consulting.
Informatica specializes in delivering complex security concepts in simple, effectiveterms, allowing organizations to rely on every employee as a critical component ofthe overall security strategy. InformaticaÂ's renowned FlexSecure Verify audits andassessment framework is the most comprehensive standards-based approach in theindustry, allowing organizations of all sizes to gauge their exposure to threats andrapidly address prioritized risks. For more information about application securityaudits and privacy impact assessments visit www.SecurityAudits.ca, emailinfo@InformaticaSecurity .com or call 416-431-9012.
CO: Informatica Corporation Information Risk ManagementST: OntarioIN: HTS
