Hosted by: David Boulanger, Research Director, Aberdeen Group
Participating Companies: Aspect Software, Enkata, IEX
On Demand - Live Date: October 2008
Contact Center managers and senior executives are facing intense pressure in 2008 to improve their operating performance and bottom line while at the same time delivering superior customer service that provides greater customer intimacy and enhanced brand worth. In a word, 2008 is about becoming experts at ‘doing more with less.’
Key to Best-in-Class Contact Center performance are Performance Optimization systems that provide actionable business intelligence for improved workforce productivity. Through the integration of data from disparate sources, these products provide an enterprise view of business process, application and workforce activity, and deliver meaningful information about customer interactions.
Properly done, they provide real-time advice on matching Service Level and Profitability goals while maximizing Workforce productivity – key to profitable operations and better customer relationships.
We discuss:
--What Performance Management best practices have you seen put in place in 2008 to balance the sometimes conflicting demands of decreasing costs, increasing agent retention and increasing service and delivery needs?
--How do you establish realistic enterprise KPI’s and match them to the performance of your contact center.
--How to you see Performance Management assist with first call resolution issues. What are some best practices for implementing FCR with Performance Management Software
--What data is critical to optimizing contact center performance, what is overkill?
--What is the criterion for selecting performance management software? What do you see as the most important functionality?
Your Moderator: David Boulanger brings over twenty-five years of experience in the enterprise technology arena with an emphasis on Customer Management, Sales and Marketing Automation, Call Center, CRM Analytics and CRM Software-as-a-Service. A veteran of Dun & Bradstreet Software, PricewaterhouseCoopers, IBM Global Services, SAP America, AMR Research and Tata Consultancy Services, he brings fifteen years of real-world experience in integrating customer-facing systems to back-end systems for the largest Fortune 100 SAP and Oracle customers in the world. Mr. Boulanger researches and investigates the most pressing business issues confronting sales and marketing organizations, as well as in presenting facts and trends to C- and D-level audiences. His domain knowledge includes a deep understanding of end-user business processes and practices, the application of enterprise software to achieve customer-related goals, and the trends and strategies of related software vendors. David holds a BA from Colby College and an MBA from Northeastern University.
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