Media Coverage
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…
December 2006
Ringing Out Savings
Today, 13 Barclays call centers and 8,000 agents user AIMPerformance. Average call-handling time has dropped 5 seconds, saving more than $400,000 a year
September 2006
Exploding the Contact Center Myth
Time no longer rules the contact center. Today’s managers are overhauling their performance analysis and embracing new, customer-oriented metrics.
May/June 2006
In the KNOW
Will the next generation of CRM programmes stand up to the test of time? Tony Hayward investigates what's new.
4/21/2006
Barclays Revamps Call Center
The success of today's contact centers is dependent upon having access to information. Financial service institutions are in constant competition for customers. With increasingly standardised product sets they are forced to differentiate their offerings through customer service. That puts enormous pressure on the function of customer facing operations such as call centres. Click here to find out more!
2/1/2006
Making Sense of Analytics
Call Center Magazine examines the relationship between analytics and performance management. It calls out AIMCall's “multidimensional analysis,” as a way to take previously siloed information and integrate it for analysis of call center sales productivity, profitability and quality of service. AIM creates ten dimensions across the enterprise. Spotting trends is easy this way.
2/1/2006
First Looks/New Technology: Performance Management Update From AIM
AIM Technology released version 6.0 of its performance management suite that allows businesses to transition the call center from a cost center to a strategic operational asset aligned with corporate objectives
1/18/2006
Reviews On 2005/2006 From Tony Hayward - CEO, AIM Technology
AIM Technology's CEO reflects on the biggest contact center challenges in 2005 and the top priorities for 2006
1/18/2006
Better Analytics in the Contact Center
Vendors such as AIM Technology are successfully addressing the issue of data diversity. Working with other contact center technology providers, they have found ways to extract data, normalize it and make sense of it, in order to deliver insight as to which customers generate what revenues and the cost of securing those revenues, which agents are delivering more up-sales and what the cost of achieving these sales is compared to a simple inquiry.
1/24/2006
Barclays five-second cut adds up to £1m savings
Barclays has improved the effectiveness of its contact centres by deploying a performance management system to enhance management reporting.
1/11/2006
AIM Technology on Metrics and Multi-Dimensional Analysis
In an interview with Call Center Magazine, AIM Technology executives provide insights on call center metrics and how the things companies measure are changing. They also talk about KPIs and AIM's brand of multi-dimensional analysis
1/3/2006
Call Center Excellence
AIM Technology's CEO Tony Hayward explains how to bring together workforce management and performance management technology to supercharge the call center
1/1/2006
AIM, Avaya Partner On Call Center Technology
AIM Technology has become a member of the Avaya DeveloperConnection program. AIMCall's data analytics tool and workflow and notification capabilities augment Avaya's Call Management System, an application that enables companies to monitor and analyze the performance of contact centers.
1/1/2006
Bank Systems & Technology: Opportunity Calling
Banks are finally realizing the contact center's potential as a relationship-building resource and profit center
12/23/2005
Tony Hayward - CEO, AIM Technology On Customer Service
AIM Technology's CEO discusses how customer service has changed over the past 5 years and provides tips to contact center managers for ensuring agents are providing consistent customer service
12/16/2005
Analytics Article Preview
AIM Technology's CTO David Middleton discusses the value of analytics and how it relates to performance management. "For AIM Technology, the analytics are built into the performance management tools," Middleton states. "They're tightly integrated into the system, and the performance management side calls on the analytics side of it to do the process improvements."
12/16/2005
The CRM Week In Review
http://www.aimtechnology.com/images/logo_cmc.gifMM Teleperformance receives great benefits from using AIM Technology's solution in its call center operations for the British Airports Authority.
12/13/2005
AIM Technology Offers Significant Return on Investment for British Airports Authority Call Center
Editor Susan Campbell states that AIM Technology offers data analysis and insight into call center productivity, profitability and quality of service at a level not previously available to call center management
12/8/2005
OPINION 2006: Year of the Call Centre?
Call centres have come a long way in the last few years but what does 2006 have in store for them? Tony Hayward offers his predictions
12/7/2005
Tony Hayward - CEO, AIM Technology On Performance Management
AIM Technology's CEO discusses the benefits of Performance Management technology and provides best practices for companies investing in it
12/1/2005
Frank Talk About Call Centers
Call Center Magazine's editorial director Keith Dawson reflects on his recent conversation with AIM Technology's CEO on the role of performance management tools in bridging the chasm between call center and the rest of the enterprise
12/1/2005
CSAA Steers Its Performance Management
AIM Technology's customer CSAA achieves significant cost savings at the call center from using performance management technology
11/14/2005
AIM Technology Performance Management Update
AIM Technology is releasing version 6.0 of its performance management suite to help businesses ...make money from their call center instead of losing it.
11/1/2005
Optimizing Current Call Center Investments with Performance Management
AIM Technology discusses how companies can leverage performance management to drive the next level of efficiency, as well as identify and leverage the behaviors, processes, incentive programs, and other key factors that make the call center most effective – efficient and profitable – on a sustainable basis
10/18/2005
Dispatch: AIM Technology reveals Version 6 of its performance management suite
AIM Technology has unveiled version 6.0 of its performance management suite to enable organizations to improve operational efficiency and effectiveness
10/1/2005
Converting the Call Center from a Cost Center to an Operational Asset
Business executives and line-of-business managers in large organizations are changing the way they view and manage call centers. By leveraging performance management, many of them have started improving call center efficiency by spearheading workforce management or other initiatives that optimize human capital resources for customer-facing activities
9/15/2005
Retail Deals
Argos has selected AIM Technology to identify customer service and adviser deployment best practices and pinpoint problems in real time
8/26/2005
Daily Dispatch: Customer News
U.K. multichannel retailer Argos has selected AIM Technology's AIMCall to help drive performance improvements at its contact centers
8/24/2005
The Call Center: Asset or Cost?
AIM Technology's CEO Tony Hayward explains how companies can add performance management to workforce management to improve call center effectiveness
8/24/2005
Today's News
UK's retailer Argos is currently implementing AIM Technology's AIMCall to help drive performance improvements at its contact centers
8/24/2005
Argos Selects AIM Technology to Drive Contact Center Performance
AIM Technology helps Argos to maximize contact center efficiency while simultaneously improving customer experience
8/22/2005
Argos Selects AIM Technology for UK Contact Centers
United Kingdom-based multichannel retailer Argos has selected AIM Technology's AIMCall to assist in driving performance improvements at its contact centers in Widnes, Stafford and Bolton, UK.
8/1/2005
The Business of Performance Management
To be financially competitive but also build loyalty, companies must be able to determine the best tradeoff between cost efficiency and customer satisfaction, says AIM Technology's CEO Tony Hayward in an interview with Call Center Magazine. Otherwise, how does management know how to invest, and deal with their customers, while extracting the most from their sales and service dollar?
7/01/2005
To Perform Well, It's the Interpretation that Matters
AIM Technology customer, The Hartford is featured in Call Center Magazine
6/21/2005
Don't Let Customers Sneak Out the Back Door!
AIM Technology's CEO Tony Hayward provides best practices for implementing performance management technology to integrate the front with the back office in order not only to enhance the customer experience but also improve the company's bottom line
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