Your Mandate
Think
beyond process tracking … to
business transformation
Performance management in the contact center usually
ends with agent optimization. In the real world of business,
it must be much more than simply tracking productivity.
A business impact review is essential to understanding
the ‘ripple
effect’ your contact center’s performance
has on the customer lifecycle and ultimately, the profitability
of your business.
In order to be truly transformational, performance management
technology must provide the ability to:
- View critical performance data now and not just at
the end of the month
- Analyze contact center activity and its impact on
bottom line productivity
- Get a unified view of all the data sources impacting
the customer and profits
- Monitor and evaluate quantifiable contact center
and other process performance to make fact-based business
decisions and prove ‘hunches’
- Dynamically align the view of the business with the
actual business as it evolves, without incurring
lengthy and costly development delays and expensive
professional services customization cycles
- Positively impact the bottom line
|
Your Challenge
It begins and ends with data
There’s so much you need to know, but information is
in so many different places: dialers, IVRs, ACDs, workforce
management, corporate data warehouses and financial systems.
All
the data need is there, somewhere!
Accessing,
consolidating, and analyzing this data for real-time
and historical presentation presents challenges.
IT resources are stretched
Typically, performance management reporting has been static
and siloed for different business processes. Real-time,
multidimensional reporting requirements present formidable
challenges to overworked IT staff. “Change” to
any production system is often perceived as a threat, not
an opportunity. The programming complexity of most company
applications means that maintenance change will most likely
result in new problems, rather than progress.
So root cause analysis becomes next to
impossible, and the barriers to understanding the dynamics
of your operations remain impenetrable.
Wouldn’t it be great if you could take care of those
hundreds of common business changes yourself, without IT
having to change anything in the data center?
Your Solution
HardMetrics
Call Center Performance Manager (CCPM)
HardMetrics pioneered the concept of codeless implementation that requires absolutely
no programming. We have eliminated at least 85% of the time, effort, and expense
involved in deploying a performance management solution. Net-native and
zero-client, CCPM requires only a browser to access and use and delivers powerful,
transformational performance knowledge to users at every level from the agent
to CEO.
CCPM is built on a generalized performance management engine
applicable to any business process requiring the detection, collection,
organization, interpretation, distribution, and display of time-series
data from multiple sources. Since the CCPM
application is a real-time reflection of current database content
, there are no static reports or links and no
views to be generated or maintained. That means you can do analysis
in an instant – and have faith in the answers. |
