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2005 Contact Center Top Tips White Paper from Primary Matters

January 18, 2005 – Tiburon, CA. Primary Matters, Inc., a leader in contact center consulting and performance analysis, has made available its White Paper describing the company’s Top Tips for 2005 based on programs implemented by their customers in the last year. All of these efforts led to increased productivity, greater management control and improved quality of service.

Included in this paper are discussions on:

> Managing your self-service functions
> Managing outsourcer relationships
> Becoming a strategic group to increase your corporate visibility
> Defining your business processes across multi-media platforms
> Ensuring that your employee incentive plan fits your goals

Primary Matters, Inc. is an expert in contact center strategy, project definition, and activity-based business analysis. The company is unique due to its business analytics solution, The Primary Matters Guide®, which enables Primary Matters and its customers to forecast their resource requirements (including headcount, systems, and budget), reveal activity-based costs, and monitor metrics to make sure that business goals are achieved.

The Guide provides strong ‘What-If’ Scenario support that is used to define the business impact of business process changes, technology acquisitions, and changes in the workforce. It supports the review of alternative business strategies for their ability to achieve a management group’s strategic goals.

For your free copy of Contact Center Top Tips for 2005, please visit our website at the following link:

Top Tips from Primary Matters' Customer Successes

About Primary Matters, Inc.
Primary Matters, Inc. provides consulting services and business planning software that enables activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call 707-833-1564 or visit

Editorial Contact:
Noelle MacQueen
Primary Matters


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Last modified: May 31, 2006 .