Empirix, Strategic Contact and CMP Media LLC's Call Center Magazine Co-Host Webcast to Help Contact Center Managers Better Understand How to Measure Performance of Self-Service Systems; Webcast to take place Thursday, October 27 at 2:00 p.m. Eastern

Business Wire, Oct 18, 2005

BEDFORD, Mass. -- Empirix(R) Inc., the leading provider of testing and monitoring solutions for VoIP, contact center and Web technologies, is sponsoring a CMP webcast focused on Key Performance Indicators (KPIs). Designed to help contact center managers better understand how to measure performance of self-service systems, the webcast entitled "How to Extend KPIs to Self-Service" will take place on Thursday, Oct. 27 at 2:00 p.m. Eastern.

The webcast will be moderated by Joe Fleischer, Chief Technical Editor of CMP Media's Call Center Group, and feature presentations by Lori Bocklund, Founder and President of consulting firm Strategic Contact and Frank Moreno, Director, Contact Center Solutions for Empirix.

Webcast participants will learn:

--Which technology-related metrics - such as application availability, speech recognition success rates and self-service transaction success rates - are most critical to track;

--The impact that technology performance can have on agent-related KPIs, such as queue time, call duration and first-call resolution;

--How to correlate technology performance to agent KPIs; and

--How to gain insight into emerging technology problems and address them before they affect agents or callers.

"Workforce monitoring practices, including call recording, are now commonplace in contact centers, and most companies track some agent-related KPIs," said Strategic Contact's Bocklund, a well-known consultant on contact center technology. "But because so many customer transactions are now handled in self-service channels, contact centers also need to track how their technology infrastructure and applications are performing, to ensure that the technology is helping and not hurting contact center agents and the caller experience. This webcast will provide actionable advice to help call center managers and their support teams move in this direction."

"Empirix has helped hundreds of organizations test and tune their most critical customer-facing applications to ensure they are supporting the needs of the business," said Moreno of Empirix. "We have been at the forefront of this important trend, and are very pleased to be working with Strategic Contact and CMP to highlight the issue and provide advice on how to address it."

Register for the free Webcast online

To register for the one-hour, free event visit http://www.empirix.com/kpi1027.> About Call Center Magazine

The flagship of CMP Media's Call Center Group, Call Center Magazine is the only publication dedicated to providing in-depth and unbiased product and strategic information for call center executives. These professionals are responsible for improving customer relations and retention through call centers - and they rely upon Call Center Magazine to make purchasing decisions on the hardware, software and services critical to their success. This respected editorial attracts the largest number of readers in the call center, customer care and customer interaction market.

Call Center Magazine features are written by an in-house staff of expert writers and editors. The magazine is read by call center managers, C-Level executives, IT managers and other professionals who are involved in the operation of call centers and customer support departments.

About CMP Media

CMP Media (http://www.cmp.com) is the leading integrated media solutions company providing "broad and deep" access to the entire technology spectrum - the builders, sellers and buyers of technology worldwide. The company's comprehensive database of technology decision makers enables marketers to reach targeted audiences throughout the purchase process with publications, web offerings, face-to-face events, consulting and other marketing services that deliver actionable results.

About Strategic Contact

Strategic Contact is an independent call center consulting firm that helps companies optimize the strategic value of their customer contact technology and operations. Strategic Contact's services help clients achieve their business goals through planning and execution of projects such as voice over IP migration planning, call center outsourcing strategy, information technology planning, and virtual call center design. For more information, visit http://www.strategiccontact.com.

About Empirix

Empirix delivers a comprehensive range of testing and monitoring solutions that assure the performance of next-generation networks, contact centers and Web-based applications. Empirix provides products, services and support to thousands of customers worldwide, including Global 2000 enterprises, network equipment manufacturers and service providers. Headquartered in Bedford, Mass., Empirix has offices throughout the United States, Europe and Asia. For more information, visit www.empirix.com.

Empirix and Hammer are trademarks or registered trademarks of Empirix Inc. in the United States and other countries. All other trademarks contained herein are the property of their respective owners.