Overview
Media Coverage
Summer 2008
Contact: What's the incentive?
There are three key issues to work through then establishing an incentive scheme – measurements, engagement and communication.
April 2008
Data Strategy: Whose business line is it anyway?
As business intelligence moves across departments, supporting data must be accurate or key parts of the business will make the wrong decisions. But whose responisility should this be?
May 2008
ICMI: Making Performance Management Accessible
Money saved is money earned. Performance management tools — particularly a new variety targeted directly for contact centers — can make measuring and improving performance easier and more effective, saving money where you might not have thought it possible.
December 2007
BI: From the Back Door to the Front Office
Business Intelligence (BI) is currently top of analysts' strategic enterprise purchase recommendations, a position that has resulted in many large IT vendors snapping up smaller BI and performance management companies.
November 2007
Serving up performance management
Tony Hayward discusses how successful performance management can ensure staff motivation and retention is more inventive, thereby resulting in greater employee confidence and job satisfaction.
November 2007
Decision-making made easy
Can you steer a ship by looking at its wake? The question is often asked about traditional business intelligence (BI) which provides senior management with key insights based on data from closed periods of activity.
November 2007
Can Performance Management Applications Really Impact a Contact Center?
What do most people think of when they hear the words "performance management solution"? It immediately gets associated with data, spreadsheets, reporting, scorecards…
Press Releases
- AIM Technology Launches Quality Scoring Application For Contact Centers
- AIM Technology Podcast Reveals Secrets Of Call Center Success For National Customer Service Week
- AIM Technology and Xactly Partner to Offer Compensation Management and Analytics
- AIM Technology Announces On-Demand Performance Management Applications for Contact Centers
- AIM Technology Launches Podcast Series Showcasing Contact Center Experts
- Barclays to Streamline Appraisals Process
Events
Analyst Perspectives
- Butler Group:The contact center environment shares many of its operational problems with other production-based arenas. Therefore, in Butler Group's opinion it is no longer appropriate to rely on a fixed set of reporting tools to deliver key performance information...
- Gartner: The most-commonly-cited benefits from implementing a packaged contact center performance management solution include improvements in average call handle time, increases in quality scores, reductions in staff attrition and absenteeism, improvements in productivity, increases in sales, and reductions in administration costs
The big pay off is allowing each individual contributor to see exactly what they're contributing and how they're performing against their individual goals.
--CSAA