Resources/ White papers

Press Releases

• April 24, 2006 - Saint Louis Missouri Newmetrics Announces General Availability of Data Management Solution for Customer Contact Centers

White Papers

• DATA QUALITY: Creating a Foundation for Customer Contact Center Management
• Harvard Business Review: The Quest for Customer Focus
• Harvard Business Review: The Balanced Scorecard: Measures that Drive Performance
• Newmetrics: Seven Deadly Sins of Contact / Call Center Management.
• Harvard Business Review: Beyond Better Products: Capturing Value in Customer Interactions
• Harvard Business Review: Toward a Theory of High Performance.
• Harvard Business Review: Turning Great Strategy into Great Performance

Recommended Reading: Available from Amazon.com

• Data Quality: The Field Guide
• Data Quality: The Accuracy Dimension
• Measuring Performance: Using the new metrics to deploy strategy and improve performance
• Essentials of the Balanced Scorecard
• Performance Dashboards: Measuring, Monitoring, and Managing your Business

Additional Resources

• ICCM – Incoming Call Center Management Institute
• Call Center Magazine