Moderated By: David Boulanger, Research Director, Aberdeen Group; Companies include: 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.