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National Director of Call Center Reporting and Analytics (Fortune 300 Company)
"The HardMetrics solution is truly amazing in its
ability to deliver data to the Enterprise, allowing us to efficiently manage
performance. We were able to acquire the solution, load data and implement
to our leaders in less than a weeks time. We were even able to load data historically
back six months. The support and guidance from the HardMetrics team was beyond
our expectations"
Director of Global Vendor Management (Fortune 100 Technology Provider)
"HardMetrics made reporting easier!...enabling us to spend more time
analyzing the data as opposed to gathering & collating it."
VP of Customer Experience (Top 10 Cable Provider)
“I use HardMetrics on a daily basis to see how we are doing with total
contacts, customer complaints, new subscriptions and any other KPI I need,
in order to trend our performance. Previously, it was hard to map calls received
to other sources of data, like our billing system, customer satisfaction polls
or renewed subscriptions, because they existed in other systems that were difficult
to tap into for deeper analysis. We can now put this level of detail in front
of contact center managers, supervisors and agents, which allows them to use
the ‘right information’ to drive the best possible customer outcome.”
Director of Analytics (Top Campaign Management Provider)
"HardMetrics is allowing me to do the work that would
usually take a large technical team to accomplish. The ability to throw a file
into the HardMetrics engine and configure it automatically is unbelievable.
No other market solution can do this in the time and with the ease HardMetrics
offers."
Director of Technical Operations (Top 5 Cable Provider)
“We had plenty of existing reports available to review; however,
if we saw something that appeared off or wrong and wanted to dive deeper into
those metrics, we would have to submit a request to someone else for a new
report or query and wait. With HardMetrics, we don’t have to wait. We
can review the data and dive down into the detail to find the information that
we are looking for."
Senior Manager Field Operations (Top 5 Cable Provider)
“Without HardMetrics, it would have taken HOURS of our team’s time
over the course of weeks to ‘hopefully’ identify the problem. With
HardMetrics we had the information needed to solve the problem in less than
10 minutes.”
VP Project Engineering (Top 10 MSO)
“With HardMetrics you can do analysis in an instant and have faith in
the answers.”
Director of Strategic Planning
(Collections & Service Outsourcer)
"Prior to HardMetrics, it was just too difficult to ‘get data
together’ to
understand the impact of our contact center on the bottom line."
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215.297.9738