HardMetrics, innovators of on-demand and enterprise versions of analysis solutions for sales, service and operations optimization, recently announced that Telerx, a  customer care outsourcer to Fortune 500 and 1000 corporations, has achieved significant operational improvements since implementing HardMetrics’ Call Center Performance Manager (CCPM). HardMetrics' on-demand analytics enables companies to drive more profit and improve customer satisfaction through their call centers. CCPM makes transformational analytics and metrics readily available and consolidates hard to combine data into a self-service, intuitive Web-based application.

According to Diana Helfinstine, senior vice president of operations at Telerx, analyzing customer contact and call handling information presented a significant challenge because of the multiple, disparate contact center management systems involved.  However, since initiating the HardMetrics project in April 2009 and deploying it by mid-May, many previous issues have been addressed.

“HardMetrics simplified the process of bringing many of our data sources and data elements together and allows us to easily add new ones with a drag and drop configuration process,” said Helfinstine. “We can now compare and contrast business critical data elements in seconds - in a single view - using dashboards, scorecards, actionable reports and visualization objects.”

To read full press release, click here.

This BeyeNETWORK news item contains information from a recent press release by the company mentioned.