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EXPERT RESPONSE
Performance optimization or management is indeed a "hot topic" for
contact centers and has the potential to make a big impact. The idea is
to use the mountains of data generated in the contact center to better
manage resources and achieve performance goals. They can gather
information from multiple systems, and report on performance against
KPIs - Key Performance Indicators - that are defined. A supervisor,
manager, trainer, QA person, or others may use them in working with
staff for review and development, and to assess performance of the
center overall and seek ways to optimize to achieve goals. Some vendors
to look at include Performix, Blue Pumpkin, and Eyretel (now owned by
Witness).
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