SSPA Selects CenterForce Technologies To Provide Performance Measurement Tips For SupportWeek Infoletter

“Our partnership with CenterForce to provide Metrics & Measures is one more way the SSPA positions itself as content experts in technical support,” said Bill Rose, SSPA Founder/Executive Director. “CenterForce Technologies are experts in serving support center professionals and are willing to share their knowledge each week in our SupportWeek Infoletter.”

CenterForce develops software to help propel contact centers of all sizes to greater levels of productivity and profitability. CenterForce Analyzer™ can improve agent productivity through the automation of goal setting, performance measurement, and closing the loop with agent score cards. CenterForce Analyzer measures agent, team and contact center performance against user-defined goals, providing immediate access to accurate, well-organized performance results. It automatically warehouses, consolidates and processes data from ACDs, IVR, CTI, Internet, workforce management, predictive dialers and CRM applications to pinpoint specific areas of potential productivity improvement and cost savings opportunities.

“We have found SupportWeek to be an informative publication filled with content that addresses the real issues facing customer support centers,” said Marlene Rosati, director of marketing at CenterForce. “The weekly Metrics & Measures feature is being designed to extend that effort by educating managers about goal setting, performance measurement and industry benchmarking. We’re honored that SSPA has recognized our expertise in this area by asking us to contribute this feature.”

About CenterForce Technologies, Inc.
CenterForce Technologies is recognized for its award-winning suite of productivity software featuring automated goal setting, performance measurement and agent score cards with CenterForce Analyzer™, "best-time-to-call" technology from CenterForce Optimizer® and outbound staff forecasting with CenterForce Planner™. CenterForce products integrate seamlessly with systems from industry leaders including Aspect Communications (NASD:ASPT); Avaya (formerly Lucent) (NYSE:AV ); Davox; eshare (NASD:ESHR); Genesys (NASD:ALA); Nortel (NYSE:NT); Portal Connect (formerly EIS), Rockwell (NYSE:ROK); Universal Training and Vectus CRM, a division of London Bridge (London:LNB). CenterForce Analyzer connects with the Purdue University Center for Customer Driven Quality database, hosted by BenchmarkPortal.com, for immediate and automated industry peer group benchmarking. For more information about CenterForce Technologies, visit www.cforcetech.com.

About SSPA
Founded in 1989, SSPA represents over 14,000 service executives in nearly 500 member companies worldwide. SSPA gives software service professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive forums, certification programs and a variety of publications. SSPA resides at the web portal of Supportgate at www.supportgate.com. Through these ‘gates’ you will find the Membership Communities of the Service & Support Professionals Association (SSPA), the SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendor Alliance, (SVA) and the SSPA Professionals Membership.

The Supportgate web portal site is ‘home’ for service professionals and executives and features many opportunities such as the Membership Directory, Ask SSPA, SSPA Benchmarking, Member2Member Information Exchange; Expert Connections; SupportBooks; Online Training and an industry specific Career Center.