In today’s highly competitive consumer marketplaces, effective
customer engagement becomes the key differentiator that can
separate an organization from the pack and enable it to quickly win
market share over domestic and international competitors. Having
the capability to quickly respond to marketplace forces and
impactful events to deliver performance improvement is critical to
immediate and long-term success.
As companies face commoditization of their product and service
offerings, they need...
The Behavioral Analytics platform captures customer and employee
interactions, and then automatically analyzes those interactions
using proprietary algorithms and unique behavioral models. The
output of this analysis is new data attributes on every interaction
measuring...
Yeah, I know, you've heard it before. Probably more than 90% of
the sales and marketing people reading this post already know what
I'm going to say — my concern is for the 10% who, at any given
point in time, lose sight of what CRM is… and isn't.
Blame it on aggressive marketing by certain CRM solutions vendors,
but there is always a percentage of sales and marketing people
(especially the "noobs") who fall for the misconception that CRM is
something that was created by software developers to...
The cloud contact center market is experiencing tremendous
growth, while the on-premise sector struggles on. NewVoiceMedia, a
leading provider of integrated cloud contact center services,
experienced fourfold growth between Q1 2011 and 2012, and now
serves more than 8000 agents in 30 countries including PhotoBox,
QlikTech and SHL.
NewVoiceMedia’s CEO Jonathan Gale believes that the contact center
market has lacked innovation from traditional on-premise vendors
for many years. The company is...
Customer Effort Score (CES) is the new hot metric for customer
service. (CES) has been widely discussed since the HBR Article,
Stop Trying to Delight Your Customers (July, 2010), where Customer
Effort Score was touted as being a better predictor of customer
loyalty than Net Promoter Score or First Contact Resolution. While
CES is an important metric and arguably the best metric to focus
your service operation, there is no such thing as a “magic metric”.
Getting results from implementing CES...
Using Workforce Productivity Solutions and Practices to Turn
the Contact Center into a Profit Center
The traditional view of the contact center as a cost center that
needs to be managed solely for efficiency is outmoded. For your
company to remain competitive, your contact center has to go beyond
cost savings and evolve into a revenue contributor.
The enormous potential of the contact center as a tool to build
customer loyalty, win new customers, and increase revenue has now
been recognized by...
While it’s easy to decide your CRM
software is no longer suiting your needs, it’s not easy to
implement an entirely new system. However, proper CRM software is
critical for any customer care team or call center, whether
in-house or outsourced.
So, instead of jumping ahead of yourself, it may be smart to
perform some auditing on the software to determine the root cause
of your CRM problems in the first place. Some potential problems
include:
What Has Your Quality Monitoring Program Done for You
Lately
How do you translate voice recordings into real-time business
intelligence? While most contact centers actively record customer
interactions, this data is useless until it has been analyzed – a
process that can be time-intensive, inefficient and overwhelming.
At best, most supervisors have the capacity to analyze only a
fraction of the actual data collected.
Learn how to do more with the data you have. This white paper
from Aspect...
Quality assurance (QA) is a mission-critical business function
that identifies contact center and enterprise trends, and provides
insights into how well each agent is performing. For the past 30
years QA has been performed in contact centers around the world in
basically the same way. Managers search through volumes of
recordings to find the 10% to 20% of calls that require attention,
either because they are really bad or really good. If a call is
bad, the QA specialist or supervisor must...
How Speech Analytics Helps You Take Charge of Compliance and
Liability
If you are a contact center or enterprise business facing
compliance measures, you know who you are. More than likely, you
have established a compliance process to ensure business integrity,
resolve disputes or comply with industry regulations on phone-based
transactions.
The question is…do you really know what your employees are
saying or doing that might be putting your business at risk?
If the answer is “no” or “I don’t...
The global consumer electronics market was estimated at $681
billion in 2010 by Business Insights and 83% of consumers say
that their purchase decison is influenced by support services
accoding to Research Now. And consumers now have questions
that frequently go beyond the realm of standard
service agreements, involving multiple interconnected devices
and programs from separate sources.
So it's no wonder that OEMs, ISP carriers, software
vendors and major retailers are all seeking...
I'm the new kid on the block here at
CRMXchange,but since I've been involved in customer-related
issues since the prehistoric days when CTI was
the golly-gee tecnhology and it was still acceptable to
use the dreaded 'T" word to summarize the industry as a whole,
I'm not all that new and hardly a kid.
I've seen the terminology
migrate from customer service to customer
care, to customer relations management--before it became the
acronym we now all know and love. But the growing demand
for immediate...
The main topics of interest at the IQPC Call
Center Week Las Vegas were ‘cloud’ and ‘multi-channel’.
Attendees were also concerned with the use of social media.
How customers connect to companies is evolving. Customers
want to connect on their own terms with the channel that suites
them best. Vendors are attempting to respond to the
customer’s needs with a variety of new solutions. Below is a
recap of exciting technologies and solutions that were at the
event.
Join The Virtual Contact Center Conference - Best Practices in
Quality Assurance and Speech Analytics - June 12 -14. Network
wtih peers, attend live sessions, visit the 24 hour exhibit
hall.
The latest generation entering the workforce brings a new energy
to the contact center, which also brings new challenges to the
table for call center management. But this generation also
represents the new social customer, so understanding what makes
them “tick” can provide invaluable insight into what motivates your
customers.
Donna Fluss, a recognized thought leader and innovator in
contact center and real-time analytics, will join Knowlagent
CEO, Matt McConnell, for an interactive
webinar on...
Recently we published a whitepaper discussing the
relationship between recruitment effectiveness and the use of
assessments. As part of that discussion, we examined some
reasons driving the increasing adoption of talent assessment
solutions. The growing use of assessments is being driven by
several factors ranging from technological innovation to the
ability to standardize a process that is often ad hoc and open to
variance.
The growth of cloud-based applications is one technology...
Contact center executives like the certainty contact demand,
resource availability, operational efficiency, and maybe most
importantly, the certainty of agent performance and customer
experience delivery.
However, certainty is the one thing that the manager of such a
complex operation will never have.
The best equipped contact center executives tame the uncertainty
of their environment with good management and with the help of
mathematical models. These models provide the next best thing to...
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