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Wednesday, 31 October 2012 10:49

Real-Time Performance Management - Benchmark Research Results and Case Study

Written by  Saddletree Research


Performance management is not a new technology, but it is one that has been gaining momentum over the past several years. Not only does it consistently appear in the list of top five technology solutions in demand according to data gathered by Saddletree Research and the National Association of Call Centers (NACC), it is a solution that is currently in use by approximately 55 percent of contact centers in the U.S. In this podcast, Paul is joined by Patrick Botz of VPI to discuss the results of a recent benchmark research survey regarding the emergence of, and demand for, real-time performance management. Included in this podcast is a case study that reviews the results of real-time performance management implementation at



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