Business Intelligence Network - The Vision for BI and Beyond

Proactive Contact Center Management is a term we're just beginning to see in the market. Coined by some new players in the contact center management space, it's intended to differentiate management based on historical facts from management of the here-and-now. For companies that have made customer service their mantra, evolving the mission of their contact center from cheap to customer-pleasing, proactive management will become a must, and the new tools available to make this transformation a reality will need to be carefully considered.

Far from revolutionary, proactive contact center management marks the latest stage in the analytical evolution of contact center technologies. Begun with production reporting some twenty-five or so years ago, management practices have evolved quickly in recent years, harnessing the power of agent performance management technologies and realtime data delivery. The result is a hybrid that enables managers and supervisors to control the here-and-now, monitoring agent behaviors and operational events that have the potential of driving away drove of angry customers.

This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.