S&P Group Releases PODS – the Ultimate Performance Optimization Delivery Solution for Contact Centers19 January 2006
S&P Group, a global management consulting, technology services and systems integration company - focused on contact center industry- announced the release of PODS.
The role a contact center plays in the success of an organization and how it is managed has a significant impact on the tools, processes and people it requires. PODS makes it easy to consistently drive holistic, optimal performance which is not just meeting ACD metrics but driving productivity, quality, customer satisfaction, market and product intelligence gathering, increased profitability and reduction in cost.
«We have incorporated our practical and extensive contact center experience, and the challenges contact center management faces into developing this application,» said Patrick Goldberg, Director of Product Development. «While PODS utilizes world-class contact center best practices, it is customizable to each organization.»
«Agents and supervisors are the most valuable and expensive resources in a contact center. The manner in which they are managed and developed drives customer satisfaction and the morale and attrition of a contact center, as well as the bottom line,» explained Rahim Shah, Managing Partner at S&P Group. «PODS facilitates self-performance management in a contact center, thus fostering an environment of continuous learning, development, and service excellence by balancing efficiency with effectiveness.»
According to Shah, collection, analysis and presentation of key information from various dispersed contact center systems – ACD, payroll, HR, scheduling, quality, for example – can be a daunting task. In addition to this, turning data into usable, actionable information for performance-based compensation and promotion can be an expensive task.
«PODS automates data collection and transforms it into meaningful information, thus freeing up supervisors to supervise, managers to manage, and executives to make business decisions. PODS empowers every front line employee to excel,» said Shah.
PODS delivers quantifiable and measurable results regardless of whether a contact center operation is in-house, out-sourced or off-shored. «PODS' functionality is consistent with our company's policy to deliver bottom line results to our customers,» said Shah.
About S&P Group
S&P Group is a global management consulting, technology services and systems integration company, focused on customer interaction solutions in contact center industry. With a mutually beneficial approach and unique framework LABOTsm, Technology Management Approach TMAsm, execution methodology SPIMsm, coaching/development process NSCPsm, S&P Group engages its clients in developing and executing results-oriented solutions to complex business problems.
Source: emediawire
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