Parsippany, NJ (PRWEB) March 22, 2007
TelecomWeb's "The Next Generation Contact Center Report," has published an analysis of the impact of QPM on the Top Ten Leverage Points for Improving Contact Center Performance. The results show there is a lot more riding on an effective QPM approach than most center managers realize.
Effective implementation can make productivity soar. Ineffective or non-existent implementation will drown productivity in a sea of errors, disharmony, high agent turnover rates, irate customers, missed market opportunities, never-ending band aids, underutilized technology and wasted resources.
Other papers and articles on the site include:
Save Your Center (and Job) from Offshore Outsourcing
Ah, the siren call of a lower wage structure. During the past few years, a number of businesses have made the decision to outsource their contact center operations overseas. Low, low labor rates can be difficult to resist. However, if your company is only looking at wages when considering outsourcing, then it risks making a dangerously short-sighted decision.
Spotlight on the State of Contact Center Maturity
Did you know that countries outside North America and the UK have the highest levels of innovation? And did you also know that the main determinant of maturity is industry segment? Read the Contact Professional special report to find out why, and how mature centers measure themselves.
To download these papers, please visit "The Next Generation Contact Center Report" at http://www.telecomweb.com/ccr.
About The Next Generation Contact Center Report
The Next Generation Contact Center Report Site is devoted to providing news, analytical articles, white papers, case studies, interviews with executives and other forms of information designed to help companies migrate effectively to an IP Contact Center environment. Readers will also be able to participate in, and download results from, the upcoming survey on Intelligent Migration to Unified Communications in the Contact Center. Visit The Next Generation Contact Center Report at http://www.telecomweb.com/ccr.
TelecomWeb encompasses global market-intelligence InfoTrack reports; daily e-letter TelecomWeb news break; TelecomWeb wireless,TelecomWebbroadband and TelecomWeb policy content packages; tariff consultancy Tarifica; and the Web-based business-telephony-product database TelecomTactics. To learn more about TelecomWeb, please visit http://www.TelecomWeb.com.
Sharon Valencik, research & marketing director, 800/610-3109