Our Call Center performace Management tool (CCPM), HardMetrics, can consolidate and analyze a variety of data that will provide you with insight on how your enterprise is performing. The possibilities are endless. Essentially, any data point that you watch or manage over time is a potential source which can be correlated and analyzed in CCPM.
You no longer need to lose a day or more waiting for production statistics and reports. HardMetrics CCPM allows you to load and analyze your data when it is available from the source, with no standardized formatting requirements. Drill through your data hierarchy to find the root cause of a problem. Cluster your data from disparate sources for side-by-side comparative analysis of metrics such as:
- Quality Monitoring Scores
- Sales & Marketing Statistics
- Human Resource, Cost & Accounting Information
- Customer Contact Management
- Manufacturing Key Process Indicators
Save time and increase profitability
The CCPM process of performance targeting allows you to focus your attention where it is needed most, eliminating the time consuming and costly process of wading through the mountains of data produced by your enterprise on a daily basis. Rapid resolution of performance bottlenecks means increased productivity, enhanced profitability and competitive advantage.
Better manage your enterprise activities
Optimized for time-series analysis, HardMetrics’ CCPM allows you to simultaneously view and analyze all key performance metrics from the disparate internal and external data sources that make up your enterprise. Whether looking at your own internal data, outsourced activity data or a combination of both, HardMetrics’ CCPM enables you to quickly and accurately analyze and determine your corporate performance and profitability or risk. With Hardmetrics CCPM you can:
- Trend your performance metrics at the individual contributor level
- Summarize at the enterprise level
- View your data from several statistical Perspectives
- Perform ranking and comparative analysis
- Navigate your data hierarchy
- Create custom queries and graphics, and bookmark for future use
For more information about this comprehensive and powerful Business Intelligence and Performance management tool, please contact us.
