19 April 2007
Rita E. Knox
Content analytics can provide specific analyses for extracting important information. These key issues describe the challenges of doing so.

03/07/2007, 10:53 AM ET

Bob Furniss
Call centers know how to report numbers, but do those numbers tell a coherent story of the importance the center has for the organization?

"Agent performance optimization technologies have continued to gain momentum despite the current economic downturn. These solutions, unlike others with lofty promises such as CRM, offer clear, measurable benefits that can be realized in a short time frame. An integrated suite of agent performance technologies simplifies the current challenges and costs associated with any attempt to integrate standalone solutions. Compared to the extensive integration and administrative costs and the in-house or expensive external technical expertise needed to develop custom integrations, an integrated suite offers an immediate savings plus a long-term holistic solution for managing the agent workforce." – Katrina Howell, Frost & Sullivan