CRM-Xchange Workforce Performance Optimization and Management white papers

2007 Call Center First Call Resolution Guide
First call resolution (FCR) is a unique key performance indicator (KPI) that measures the effectiveness, efficiency and customer satisfaction level of a call center. It is the ONLY single metric that provides a balanced view of the call center’s overall operating performance.

The challenge in using FCR as a KPI is that it is difficult to capture the right data to accurately calculate this metric. It is also hard to get buy-in from all call center constituencies on the validity of your methodology. Call centers around the world are struggling to come up with a consistent process to measure this essential key performance indicator. This white paper is a guide for building an actionable FCR program for your call center. Read More...

Smart Ways To Improve Contact Center Performance
Businesses are acutely aware that competition to attract and retain customers has never been fiercer. As a key part of their attempt to win this contest, organizations are looking for new ways to improve the business performance of their contact centers, which are the source of their most valuable customer interactions. As part of addressing that agenda, organizations must put in place technologies that maximize the effectiveness of contact center managers and agents and help them deliver better customer experiences. Read More...

Choosing the Right Call Center KPIs(1)
- Presented by Inova Solutions
This informative guide provides a clear understanding of metrics and their role in call center management, and provides guidelines for developing relevant KPIs.
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Dashboard Design for Real-Time Situation Awareness
- Presented by Inova Solutions
Few if any recent trends in business information delivery have inspired as much enthusiasm as dashboards. When they work, they provide a powerful means to tame the beast of data overload. Despite their popularity, however, most dashboards live up to only a fraction of their potential. They fail, not because of poor technology—at least not primarily—but because of poor design. The more critical that information is to the well being of the business, the more grievous is the failure, because the remedy is so readily available. Stephen Few, author of Information Dashboard Design, describes the goals of "situation awareness" and explain how dashboards can be designed to monitor call center activity at this level. Read More...

Critical Processes and Solutions to Maximize Contact Center Performance and Quality
- Presented by KnoahSoft
Effectively running a modern contact center with constant personnel, customer, competitive and cost pressures is an enormous challenge. Useful data can be hard to come by, and expensive to collect, analyze and operationalize. Contac centers can overcome the challenge with an integrated process flow and an easy to manage application that blends together organization-wide performance management data and tools. In this whitepaper, KnoahSoft will drill down into the integrated process elements and highlight the features and functions an effective solution must provide. Read More...

How Performance Analytics is Enabling Contact Centers to Achieve their Goals
- Presented by VPI and Frost & Sullivan
Now more than ever, organizations are looking for ways to enhance employee performance continuously and in real time, accelerate response to customer problems, and tap into opportunities to generate new business. In this Frost & Sullivan white paper, you will learn how advanced performance analytics solutions and integrated coaching and training tools can identify and address employee skill gaps and deliver the right information at the right time – enhancing performance and driving greater effectiveness in meeting customer needs. Read More...

Performance Management