Today’s fierce competitive landscape demands more of call centers. The push is for greater productivity, higher profits, and a better return on investment. Call center managers must operate more efficiently and apply “best practices” to power-up your people, your methods, and your technologies.
How can you reach beyond this ever-rising bar? Make contact with CenterForce Technologies.
New Products for a New Way of Call Center Management
Our suite of high-performance software provides innovative solutions that propel call centers to higher levels of productivity. Using proven critical success factors specific to the industry, we provide turbo-boosting applications—integrating workload management, resource optimization, and operations analysis—to help our customers overcome challenges and rapidly increase effectiveness and profitability.
CenterForce is the realization of a vision. Drawing on deep knowledge and practical experience in call center technologies, our team thinks wide-open about what makes call centers work better. Meeting today’s needs is only part of the job. We invent strategies that position our customers to tackle challenges and exploit opportunities that lie beyond today’s horizons.
Using Our History to Create the Future of Call Centers
Working from our mature set of core competencies in outbound and blended call center operations technologies, analytical processing of call center performance data, and multi-vendor systems integration, we have aggressively built a team that is driven to discover innovative solutions that consistently out-perform the competition.
The result: patented products with robust performance and a quality of service that can best be judged by the enthusiasm and loyalty of CenterForce’s customers.
Integration, flexibility, and performance are the core of the CenterForce productivity suite. Our software leads the new wave of practical tools designed to help you focus on your critical objective-improving the bottom line of your business. Your satisfaction is guaranteed.
List of Upcoming Events
|August||8/1-8/3||ICCM Call Center Management Conference|
The Lucent CRM Conference
|September||9/27||Online Q & A at www.CRMXchange.com|
11:00 a.m. Relieve Your Analysis Paralysis: Automating Performance Measurement in a Busy Call Center
|9/27||Call Center West Conference|
Anaheim Convention Center
Anaheim, CA11:00 a.m. to 12:00 p.m.Establishing Performance Metrics in the Multimedia Call Center (co-presenting with Suresh Gupta, PricewaterhouseCoopers)
Performance metrics have always been important to the call center in terms of measuring agent performance, service levels, and operational processes. In the multimedia call center, however, traditional call center performance metrics such as Average Speed of Answer, Average Talk Time and Abandon Rate are quickly becoming irrelevant. Service levels and call monitoring take on new meaning in the multimedia contact center as customer care requirements are often different from those in most transaction-based call centers. This educational session will present a practical case for throwing away traditional call center performance measurement in favor of a new set of metrics that are much more appropriate, and useful, in light of the new methods of customer contact.
|October||10/1-10/4||eShare Technologies Users Group|
Wyndham Miami Beach Resort
|10/19||Financial Services Call Center Symposium 2000|
Las Vegas, NV 2:30 p.m. to 3:30 p.m.Collector Performance Measurements in Call Centers
Call Center software now lets supervisors measure collectors’ performance–how much time is spent on a “wrap,” how many promises to pay are secured, etc.–and monitor the quality of individual calls. How can these capabilities be used most effectively to improve collectors’ performance and productivity–or are they more effective at identifying and weeding out poor performers? A panel of providers and users provide real-world insight into how the technology works, what results they’ve gotten, problems that have been encountered, and what it all cost.
|10/20||Financial Services Call Center Symposium 2000|
Las Vegas, NV 9:00 a.m. to 9:45 p.m.Collections Agents and CRM
Can collections agents and high-tech call centers be mixed together in such a way as to create a debtor-friendly customer relationship? Sounds like an oxymoron, but more and more creditors are seeking to convert their collections operations into customer relationship management centers. CenterForce President Bob Kelly and one of his top customers talk about the issues they faced creating attainable goals for employees and reducing turnover and how they were able to work together to find a solution using agent performance as a CRM strategy.
|10/29-11/1||Faulkner & Gray Credit Card Collections Conference|
Las Vegas, NV
|November||Faulkner & Gray Card Marketing Conference|