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Webinar Replay: The Case for Service to Sales - How to Increase Revenue in the Service Center Featured Speakers: Andy Elkind, VP of The Elkind Group, and Matt Katz, VP of Business Consulting at Merced Systems Learn from leading service to sales authority, Andy Elkind, and service performance management expert, Matt Katz, as they’ll discuss industry best practices and practical tips for making a transition from pure service delivery to a blend of service AND sales delivery.

Webinar Replay: Surviving the Challenges of Year-End Incentive Planning Like most financial processes, incentive compensation processing is built around cycles. Most foundational business applications are “set-‘em-and-forget-‘em” – once you have them configured properly, they just “work” moving forward. And this is a fundamental difference between incentive compensation and other back office systems – every year, and maybe even more often, you must reconfigure the comp system to model new plans and processes for the coming year. And this comes at the time when you are dealing with the most complicated and mission critical of the processing cycles. This session will address: The cycles of incentive compensation management Strategies for addressing the system and process changes needed to pay new and changed incentive compensation plans for the next year Introduce tools that can make the process easier and more efficient

Webinar Replay: What’s the Next Stage in Managing Sales Performance? According to Gartner, organizations overpay incentives by approximately 5-12% annually--with these errors costing companies millions of dollars annually. Are you one of these companies? Watch this webinar to learn how the newest version of Merced Systems’ Sales Performance Management solution (4.0) delivers an improved user experience and supports processes & workflows to increase operational efficiency to our world-class platform for: Management of complex variable incentive plans, Individual, group and enterprise level calculation of performance against plans, and Incentive dispute and exception management processing

Ventana Research Whitepaper: Aligning Sales and Service To Achieve Business Excellence Driving Success through Performance Management As the ways in which customers prefer to communicate continue to proliferate and evolve, companies have no choice but to follow along by supporting interactions via an increasing number of devices and channels. Our benchmark research shows that in addition to the telephone, on average companies communicate with their customers today through four channels: email, fax, postal mail and web-based self-service. Typically, though, these channels are managed by a number of different business units. Read more >

Webinar Replay: Getting What you Want from Customer Interaction Data Massive amounts of customer interaction information already exist within sales and service operations. Newer channels are collecting even more data from customers about your products and services. Further, the adoption of consumer web, mobile devices and social applications enables the use of previously untapped data to gain a competitive advantage. This session addresses how Merced will enable these emerging requirements. It covers specific analytic applications in sales and service, as well as to showcase a purpose built, next generation platform to enable business execution.

Webinar Replay: Sprint - Master Coaching: Driving Change, Loyalty, & Revenue Featured Speaker: Peggy Peterson, Manager of Leadership Effectiveness and Performance Coaching for Sprint In today’s business world, call centers are no longer simply a phone line for problem resolution. The next-generation call center is the epicenter for all customer-focused service, responsible for generating revenue through proactive service and consultative selling. Watch this webinar to learn how coaching can be the catalyst for transforming call center performance.

Data-Driven Management and Transformation Whitepaper Performance Management Methods in Service and Sales Organizations In the 2003 bestseller “Moneyball,” author Michael Lewis recounts how Oakland A’s general manager Billy Beane used data-driven management to reshape a laggard major league baseball team into a world-class winner. Fast forward to the 2011 release of the movie version of Lewis’ book, and one can see how data-driven management – analytics – has come to the forefront of best practices in driving business execution. Click here to read the full whitepaper.

Webinar Replay: Transforming Your Contact Center into a Strategic Asset - Lessons from T-Mobile's Experience Developing a World Class Call Center Operation Featured speaker: Rob Strickland, formerly the Senior Vice President (SVP) and Chief Information Officer (CIO) for T-Mobile, USA Join Merced Systems and Rob Strickland, former T-Mobile and Dish Networks CIO, to learn how world class telecommunications, insurance, financial, travel and retail institutions are addressing emerging trends in Customer Interaction, such as the proliferation of Smart Mobile Devices, the rise of Social Computing and the explosion of data, to help drive revenue, improve customer satisfaction, and provide a superior customer experience.

Sprint Case Study: Customer Satisfaction Through Performance Management Once a champion of customer service, Sprint saw a steady decline in its customer satisfaction ranking during the mid-2000s. By the start of 2008, customer churn was peaking, retail stores were closing, and the company’s stock had lost value. Sprint needed to act quickly. To combat its slumping market share, the company embarked on an ambitious program to, among other things, revamp its customer service and call center operations. An organization-wide initiative focused on improving customer experience was undertaken, which included a focused performance management review. The goal was to establish more effective metrics and generate actionable information that would help the company focus its service efforts. Let’s look at how Sprint executed this turnaround...

Webinar: Nationwide Insurance Seeks to Build an Integrated Sales Information Infrastructure Guest speaker: Martin Hynes, Vice President of Agency Development at Nationwide presents the vision for creating an Integrated Sales Information Infrastructure for all Sales Performance, Compensation, and Planning tools for Nationwide Insurance Exclusive Sales Agents. Hear how Nationwide is working to: Drive behavior changes across the Field Sales Management and Exclusive Agent teams Improve the agility of the sales team to respond to changing market conditions Increase the transparency of sales performance and compensation information throughout the sales organization

Aberdeen Report - Service Intelligence and Performance Management Moving Beyond the Rearview Mirror - Executive Summary During World War II, Winston Churchill stated, "Let our advance worrying become advance thinking and planning." While organizations today face a battle with different circumstances, they would be wise to heed the words of Mr. Churchill, especially when it comes to developing insight into the preferences of customers and the internal operational factors can drive improved customer management. Leading organizations are taking significant steps to improve their ability to capture, assimilate and organize performance data across the entire service spectrum and beyond, and are therefore enabling the pursuit of business transformation.

Webinar: Nationwide Insurance Seeks to Build an Integrated Sales Information Infrastructure Hear from Brian Myres, Head of Sales at ING DIRECT who discussed how arming your organization with key metrics allows you to focus on improving sales performance, specifically around enhancing coaching effectiveness, efficiency and accountability. ING DIRECT USA has implemented a number of changes and has seen notable improvement in the following areas: Increased overall sales performance by focusing coaching efforts on those associates with the highest potential. Reduced variability on key metrics to ensure consistency in customer experience. Tailored coaching activities to be more efficient and effective

Gartner Podcast featuring Michael Dunne In this current ecomomic climate we pose the question as to why organisations should undertake Sales Performance Management and Incentive Compensation. A growing number of companies are realizing the competitive advantage that a strong sales and performance management solution can yield. This joint 30 minute podcast features indsutry experts Michael Dunne and Mark Selcow who discuss: What is Sales Performance Management What benefits does it offer for your sales team Why is Incentive Compensation Management a key driver How to determine the right solution for your sales needs