Authored by Patrick Botz, Vice President of Solutions Marketing, VPI Call center performance management software is now recognized as a valuable solution to a long-standing problem. Much of the information within most contact centers is still collected and stored in disparate systems. Each system typically has its own reports, making it very difficult to make [...]
“Standard profit and loss statements provide historical data, but don’t allow executives to correct unfavorable trends, measure results of specific strategies, and/or reward outstanding performance,” says Michael Emaus, President and CEO of eEnterprise (www.eEnterprise.com), a global integrator of NetSuite, the world’s leading on-demand business management software. “A P&L is only a scorecard of what happened [...]
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