Call Center-driven Sales and Service

"We've freed our IT staff from doing manual data analysis and delighted our internal customers - the business managers - with self-service access to critical business performance data."
- Scott von Kleeck, CIO, TCIM Services

Your Mandate

Your Call Center has a direct impact on your business performance. You need an analytics solution that can support the goal of "agent optimization", but you also need to measure and manage beyond the Call Center in order to:

Drive sales, memberships or up-sell opportunities
Reduce cost per transaction
Increase first-call resolution
Improve agent "self-management"
Meet internal or external rules and regulations
Eliminate time-intensive and cumbersome report generation

Your Opportunity

HardMetrics customers use our Call Center Performance Manager (CCPM) to do all the above - and more. They chose the CCPM analytics platform to:

Transform disparate Call Center, back office and business data into measurable metrics
and KPIs
Empower business users with self-service creation, navigation, filtering and drill-down
access to the metrics that matter most to them
Get up and running in about 20% of the time of a typical business intelligence effort
or solution from the major Call Center vendors
Reduce costs, compared to an IT project or building ad-hoc reports that quickly go stale

See how it works.