TouchPoint One |
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June 15, 2015 Issue |
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The Most Powerful Name In Corporate News and Information |
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Contact Center Performance Management Software Solution |
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CEO
TouchPoint One
Interview conducted by: Lynn Fosse, Senior Editor, CEOCFO Magazine, Published – June 15, 2015
CEOCFO: Mr. Salvato, would you tell us the idea behind TouchPoint One? Mr. Salvato: The idea behind TouchPoint One is to enable organizations to more effectively equip, engage, empower and inspire employees ― the keys to strengthening customer bonds and business results. We do this through Acuity, our contact center performance management software solution.
CEOCFO: On a basic level, what do you understand about contact centers and how they should be managed that is unique? Mr. Salvato: Contact centers rely largely on outdated technology to support their performance management strategies and processes. This is not really a unique insight, as most contact center managers we speak to admit they rely on tools like Excel or something similar to aggregate, analyze and report on disparate systems data. A modern performance management platform can not only address all of the limitations, risk and inefficiencies this model presents, but provide an incredibly powerful suite of analytics, communications and process execution capabilities that can maximize people, process and technology and elevate the performance of the entire operation. .
CEOCFO:
What types of companies come to you?
CEOCFO: What is a typical engagement?
Mr. Salvato:
There are several consistent themes voiced by the companies we typically
engage. We can’t easily communicate the organization’s goals and KPIs or
deliver consistent, timely performance info to agents or others. We suffer
from information overload and data sprawl.
CEOCFO: How do you help implement the system so that there is no loss of data? Mr. Salvato: An important aspect of Acuity implementation involves establishing formal procedures for data collection and/or import from various systems and other sources. Data loss is not a challenge, but we do work closely with our customers’ system administrators and utilize a range of methods and procedures to import of otherwise collect the data needed for our calculations. Once setup on this level is completed, we employ automated and manual processes to continuously verify import routines are on schedule and complete.
CEOCFO: Do you hear from your customers that they take action based on what they find?
Mr. Salvato:
Yes, we do – on a daily basis and from all levels of the business. Agents
tell us how having direct visibility to what’s important to their success
and how they are performing against these expectations enables them to
manage their development and performance more effectively. Supervisors
appreciate the analytic and dashboard tools that enable them to isolate
areas of weakness and immediately act on that intelligence. HR leverages
Acuity for performance reviews and similar evaluations and shares with us
how it’s enabled them to reduce risk through standardized processes. Sales
reps are able to provide empirical evidence of program performance to
existing customers or to differentiate their organization’s capabilities for
new opportunities. Management actively tunes or modifies their Acuity
implementation to reinforce a specific KPI, influence a behavior or prepare
for a new program or customer. Acuity is designed for almost every category
of personnel so they are very vocal about not only how it’s delivered value
but ways it can provide even more. CEOCFO: TouchPoint One has been recognized by a number of organizations such as 2015 Customer Magazine, Product of the Year Award. How are you attracting attention and how does it help you as you continue to grow and develop and work with new clients? Mr. Salvato: We try to do the best job for our customers as we possibly can and there’s no better way to attract attention than to share great success stories at the conferences, member network events and through business publications like yours. Staying very close to our customers enables us to align our product development roadmap with their highest priority needs and we’ll continue to provide case studies and other reports of our efforts and achievement so that others experiencing similar challenges can know that there are very effective solutions available to them, too.
CEOCFO: What surprised you as the company has developed? Mr. Salvato: I was surprised, early on, by the extent to which contact centers still relied on inadequate and outdated technology to operate a part of the business that is so critical to the customer experience and thus the health and success of the business itself. I think there was limited awareness about the new performance management solutions that were emerging and how affordable, feature-rich and effective they were. This trend has begun to shift in the past few years and TouchPoint One is proud to be among the vendors helping to establish its awareness and contribute to an era of tremendous business prosperity as a result of its adoption.
CEOCFO: Why pay attention to TouchPoint One? Mr. Salvato: TouchPoint One is focused solely on performance management and committed to helping contact centers function at the highest levels possible. We have a proven technology solution and broad feature set that has provided value for recognized industry leaders. And I am honored to serve such a fantastic team. From software development and engineering through sales, operations and leadership - most with career-long experience in the contact center industry, they truly understand contact centers and how they operate. Pay attention to TouchPoint One for more leading-edge analytics and performance execution innovations focused on increasing employee engagement and well-being, improving the customer experience and generating insightful and actionable business intelligence - and further news of our work with the organizations that successfully leverage Acuity to strengthen their businesses. |
“Pay attention to TouchPoint One for more leading-edge analytics and performance execution innovations focused on increasing employee engagement and well-being, improving the customer experience and generating insightful and actionable business intelligence - and further news of our work with the organizations that successfully leverage Acuity to strengthen their businesses.” - Greg Salvato
TouchPoint One
Contact: Greg Salvato (317) 454-8200
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