Monday, February 28, 2011

Software pro joins HardMetrics as President

Early in my career as an entrepreneur, I learned that one of the most important elements to building a successful business (besides always having enough money in the bank) is to have the strongest team possible.

As CEO I lead the charge to hire and retain the best and brightest talent available. At HardMetrics we have accomplished some pretty impressive feats, and this is directly related to the fact that we have a highly pedigreed and hand-selected staff.

In keeping with that philosophy, today we announced that HardMetrics has scored another major coup: We added Brian Turley to the team in the position of President.

Brian has ascended the corporate ladder to become one of the leading software executives in the industry. As an example of his relentless pursuit of corporate success, he started in a sales role with Strohl Systems shortly after graduating from college, and eventually became CEO.

He ultimately orchestrated and led the sale of Strohl to SunGard, and remained there as Senior Vice President and General Manager of Software Solutions for SunGard Availability Services before joining HardMetrics. That effort requires a unique set of skills and is a clear indication of what a driven and motivated leader Brian Turley is. Our hiring of Brian affirms our commitment to recruiting the best and brightest to drive HardMetrics forward.

Brian's primary responsibilities at HardMetrics are growth, revenue, customer satisfaction, and building upon our successes to date so that we realize our massive growth potential. We've made a name for ourselves with signature clients such as Motorola, Time Warner Cable, TCIM Services, Telerx, and AAA Auto Club South, who are optimizing sales, customer service, and operations with HardMetrics Performance Manager.

The call center is ground zero for customer interaction -- the place where customers and prospects find themselves when they decide to buy, or conversely when they have a customer care issue that needs to be addressed and/or fixed.

Our clients have learned firsthand how important it is to leverage trends that are immediately visible in this mission-critical operating environment. Now, under Brian's leadership of our sales and marketing initiatives we can bring our know-how and proven case studies to the huge universe of companies that depend on call centers to provide the first line of defense with their valuable customer base.

Brian will be a major contributor in the enhancement of our marketing efforts, will own the build-out of our sales team, and will work with clients to drive even greater efficiency, productivity, and profitability from their sales, customer care, and business operations processes with HardMetrics Performance Manager. Read what else he'll be doing in the press release we issued over the wire.

In his spare time (if we allow him to have any!), he will also contribute here on the blog, so you can expect to hear more from him soon. Join me in extending a warm welcome to Brian!

Thursday, February 24, 2011

Happy data, happy customers

Telerx is in the business of making customers happier. But you can't make customers happier if you can't measure whether they're happy or not. How do you measure it?

By analyzing massive amounts of customer contact and call handling information, survey and satisfaction, CRM, and other sources of customer interaction data. Even social media.

Easier said than done. In addition to centralized corporate data, Telerx had operations data scattered across the U.S. in six contact centers.

But with our help, Telerx was able to consolidate that information into HardMetrics Performance Manager, correlate relationships and events across the disparate sites, customers, programs, campaigns, and more.

Now Telerx management can instantly access the latest data any time, from anywhere. Even better, they can simply drag and drop different data elements into a single report to compare and contrast data from different sources. Find out more in the full PDF or read the case study below.

As the leader in outsourced customer care contact center services for the pharmaceutical and consumer package goods industries, Telerx is expected to deliver exceptional customer care from its six contact centers in North America. Telerx needed the ability to better analyze customer contact and call handling information across disparate management systems to improve customer satisfaction.

The Telerx challenge:
  • Integrate data and consolidate reporting from six North American contact centers.
  • Eliminate manual processes and human errors.
  • Centralize and standardize data. Promote availability, accuracy, and trust.
  • Simplify and expedite report generation while introducing advanced analytics.
  • Enhance decision making.

Monday, February 21, 2011

A triple threat of webinars

One of the things we hope to do here on our new blog is to feature some of our most successful webinars.

Make sure you subscribe to the blog either through e-mail or RSS so that you're always aware of our upcoming information series.

We'll let you know in advance when they're going to air, encourage you to sign up, and feature the archived versions. To give you an idea of the type of information you can learn in our webinars, take a peek at the three we recently produced that I think you'll find really valuable.

  • Business Units and Business Intelligence shows you why the business intelligence landscape is changing for the better for business users. We dive into how AAA Auto Club South is taking advantage of these changes and was able to gain access to 750 metrics in an organized, easy-to-use, Web-based application.

Feel free to view them at your leisure. Then tell us what more you'd like to learn about. Leave us your thoughts in a comment on this post. Make sure you stay up to speed with all of our webinars by bookmarking the "webinars" tag.
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