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October 16, 2014

TouchPoint One and Convergent Outsourcing Execs to Discuss Contact Center Performance Management at 2014 ICMI Customer Contact Expo

Session 202 - "All for One & One for All" - ICMI Contact Center Demo and Conference, Tuesday, November 4, 2:15 p.m. - 3:30 p.m. CT will include a Contact Center Performance Management Primer, Case Study and Q&A with TouchPoint One CEO, Greg Salvato and Convergent Outsourcing President, Casey Kostecka.

INDIANAPOLIS, IN, Oct 16, 2014 - TouchPoint One, a leading provider of cloud Contact Center Performance Management software today announced that its CEO, Greg Salvato will be speaking at the 2014 ICMI Contact Center Demo and Conference to provide an overview of Contact Center Performance Management solutions including a case study featuring TouchPoint One customer Convergent Outsourcing’s Acuity CCPM implementation. Greg will be joined by Convergent Outsourcing President, Casey Kostecka who will lead a presentation and discussion of the Convergent case study. In addition to the CCPM primer and case study, the agenda will also allot time for attendee Q&A.

In this session, attendees will:

  • Be provided with a comprehensive overview of Contact Center Performance Management (CCPM) solutions, their core components, features, objectives, value proposition, ROI potential and more.
  • Hear how Convergent Outsourcing, a 2600+ seat outsourcer improved attendance, attrition, CSat and dollars per contact through better performance management and execution leveraging CCPM.
  • Gain insights through an insider’s look into Convergent’s CCPM journey – from initial SWOT analysis, through implementation, to results and lessons learned.
  • Discover how identifying the key metrics that drive business success, aligning them with targets & incentives, analyzing performance against targets, and implementing improvement plans can be the recipe for performance management success in your center.
  • Explore how CCPM can be leveraged to address top priorities within the contact centers of session attendees.

Greg Salvato, CEO – TouchPoint One, LLC
Greg was appointed CEO of TouchPoint One in 2013 and brings to its clients and stakeholders executive management experience in the business, financial and technology sectors. Greg began his professional career at CUC International (Cendant Corp.) and is an active investor and advisor to several entrepreneurs and early/seed-stage companies.

Casey Kostecka, President – Convergent Outsourcing, Inc.
Casey has more than 20 years’ experience building and improving business operations in a variety of corporate settings, ranging from government contracting to international travel operations. Casey’s career includes assignments at Cendant Corporation, Aspen Systems, National Leisure Group and Applied Computer Services (ACS), before joining Convergent in 2010.

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About TouchPoint One
TouchPoint One pioneers innovative workforce performance solutions that fuse human-centric design with artificial intelligence. Our flagship Acuity platform redefines employee engagement through personalized motivation, strategic gamification, and immersive dashboards that cultivate competition and alignment with organizational goals. By seamlessly blending cutting-edge technologies, insightful analytics, and enterprise data integrations, TouchPoint One empowers companies to unlock their teams' full potential, foster meaningful leadership connections, and deliver unparalleled customer experiences. Explore the future of workforce optimization at
To learn more about the features and benefits of Acuity, visit the TouchPoint One web site. Please also follow us on Twitter @TouchPoint_One and on LinkedIn.

TouchPoint One, Acuity, Sidekick, and A-GAME are registered trademarks of TouchPoint One, LLC. All other registered or unregistered trademarks are the sole property of their respective owners. ©2024 TouchPoint One, LLC. All rights reserved.

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- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ

“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

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