Sunnyvale, Calif. - December 8, 2003 - Blue Pumpkin (Company
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Studies), an industry leader in enterprise workforce optimization solutions, today announced a teaming agreement with Gartner, a prominent research and advisory firm and an authority on business measurements, to introduce industry benchmarking as a new component of Blue Pumpkin’s performance management solutions. The new offering creates the industry’s first complete approach to driving highly differentiated service and creating competitive advantage through the contact center.
By measuring business performance against that of peers and competitors, industry benchmarking enables businesses to ensure the right strategic objectives and tactical goals are set to drive highly differentiated service and create competitive advantage through the contact center. The new joint offering is fueled by data and best-practices expertise gathered from benchmarking studies conducted by Gartner Measurement with hundreds of Fortune 1000 companies - the businesses setting today’s standards of excellence in customer service, growth and employee satisfaction.
"Competitive benchmarking is a capability we’ve been interested in for a long time," said David Broome, director of customer care for DTE Energy. "We’ve always believed that we have a high-performing team, but without comparing our performance to the rest of the industry, we’re really operating in a vacuum and our beliefs are not fully supported. With this offering, we can make better informed decisions about focused changes that enhance performance as well as learn from and implement industry best-practices."
"Industry benchmarking infused into your overall management efforts is the only way to truly know that you are excelling, growing and differentiating yourself from the competition" explained Steve Cain, research director for Gartner Measurement. "This initiative significantly improves the ability of companies to measure performance by providing the holistic management processes, industry data and technology they need to advance from managing to averages to driving their teams to excellence."
Tapping into Gartner’s extensive benchmarking database, companies can understand how they align to industry best-practices and pinpoint exactly where to focus business and operational improvements to stay ahead in their market. Decision-makers have the latest industry performance benchmarks at their fingertips, enabling rapid adjustments to changing market conditions, through a collection of Gartner-approved key performance indicators (KPIs) bundled in both Blue Pumpkin’s Advisor Express and Advisor Enterprise.
As the next logical step in managing a contact center, Blue Pumpkin’s performance management solutions help businesses achieve greater effectiveness in addition to efficiency derived from forecasting & scheduling solutions. Connected to the outside world and armed with real and actionable industry insights, customer contact centers can maximize customer service, gain marketshare over competitors, grow top line revenues and reduce costs.
About Blue Pumpkin
Blue Pumpkin is the only workforce optimization vendor that that can deliver both the science and the art required to optimize the performance of a company’s most valuable asset - its people. Addressing critical business challenges with both innovative technology - the science - and best-practices professional services - the art - we help our customers align performance measurements with business goals, develop strategic staffing plans, deploy resources, evaluate the results, and implement on-going improvements. Blue Pumpkin solutions deliver proven value to more than 1,000 organizations worldwide such as AOL Time Warner, AT&T, eBay, E*TRADE, Federal Express, JetBlue, Mercedes-Benz and Visa. www.bluepumpkin.com.
© 2003 Blue Pumpkin Software, Inc. All rights reserved. Blue Pumpkin and the Blue Pumpkin logo are registered trademarks of Blue Pumpkin Software, Inc. All other trademarks are the property of their respective owners.
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