Moderated By: Ken Landoline, Program Manager, Yankee Group
Participating Companies: Aspect Software, Autonomy etalk; Inova Solutions, Performix Solutions from NICE, Verint Systems
On Demand - Live Date: September 2007
The evolution of the contact center from a cost center to a revenue producing entity focused on driving customer loyalty, repeat business and corporate competitiveness necessitates a rethinking of the tools and measurements used to assess overall center performance. While performance management techniques focused on agent and enterprise efficiencies will remain important, new measurements emphasizing process performance management and effectiveness in terms of customer satisfaction, quality of service and brand image are becoming increasingly vital. Listen to a group of distinguished industry leaders in the theory and practice of contact center performance management as they discuss the critical issues of performance management and the optimization of contact center performance in terms of hardware, software and “peopleware”.