Performance Management : Whitepapers

Sample Size and Statistical Relevance
An Insight into the numbers
Harding & Yorke and NPS
A look at H&Y’s methodology vs. NPS
HY White Paper – Empathy vs. profit
An insight to the correlation of Empathy and profit
The power of speech analytics
Speech analytics examines recorded audio by content. It reduces the workload of contact centre executives by enabling fast identification of important calls through automated recognition.
 Exhibitors 
GMT Workforce Management
ASC telecom UK Ltd. – We record & analyze communications
Aspect Software
Capital Incentives & Motivation
Harding & Yorke ‘Linking Empathy and Profit’
Incorpore – The health club company
Symon Dacon - Visual Communications Solutions
The Test Factory
Tosin Firewalker Ltd – Ignite Your Passion!
Automated Customer Surveys from VIRTUATel
 News 
InVision Enterprise WFM Release 4.7 now available
Genesys introduces suite of software to manage customer service performance throughout the enterprise
ACD / Diallers – Call Centres not Taking Advantage of the Technology
Change Management – Get the Basics Right
Contact Centre Solutions – Facing the Credit Crunch
More >>
 Exhibitor News 
TELEOPTI joins Cisco Developer Network Program, completes interoperability testing
Teleopti brings optimisation into Enterprise Workforce Management with Teleopti CCC, version 7
TELEOPTI Joins Cisco Technology Developer Program, completes interoperability testing
Q-Matic partners with Teleopti – delivering 25% savings in customer facing operations
Teleopti launches world-class workforce management tool for free: Teleopti CCC Forecasts – a free product in the Teleopti CCC solution suite
More >>
 Features 
Corporate Performance Management & Sustainability
Performance Management – Giving Customers What They Want
Customer Service – Cloning your Star Agent
More >>
 Case Studies 
AccuNet Case Study
VIPnet – WFM with a human touch
P&O Ferries – annual savings of £1.6 million
Fortis Insurance – Change Management with Teleopti
Fexco - annual savings of 2000,000 Euro
More >>
 Whitepapers 
Sample Size and Statistical Relevance
Harding & Yorke and NPS
HY White Paper – Empathy vs. profit
The power of speech analytics
More >>
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