Feature Articles

Feature Articles:

Market Segmentation and List Performance:
Dr. Stanley Cohen speaks with Reporting Toolbox about list performance, demographics, and market segmentation. Outbound Campaigns live and die by their calling lists. Some elements are in your control and others are not. Understanding and developing a strategy for these elements is vital to decision makers and reporting anlaysts. Article  

Maintaining Context at the Enterprise Level:
Utilization and occupancy are vital in evaluating performance and resource management. While these metrics are easily interpreted at the operations level, for the large and diverse contact center, the metrics tend to lose meaning as they reach the enterprise level in the form of KPI and Scorecard reports. The key, say the editors, is formulating a consistent plan to maintain context. Coming Soon >