As the contact center landscape changes, so too must the
reporting and analysis solutions that drive decision-making and
performance management. Each contact center is a unique mixture of
systems, applications, people and culture serving a specific
customer or client segment, each will need a different roadmap to
their destination.
There are four common reasons that contact centers are driven to
undertake this journey in the first place:
1. Current reports don't meet requirements: Typically,...
Contact centers today have four core objectives:
1. To delight customers.
2. To sustain or increase revenue.
3. To minimize operating costs.
4. To provide valuable business insights to the entire organization.
The relative importance of each mission varies based on the nature of the enterprise. Organizations that have invested heavily in developing brand equity will be most concerned with customer delight and business intelligence. This would include virtually all businesses that cater to...continue reading this post »
1. To delight customers.
2. To sustain or increase revenue.
3. To minimize operating costs.
4. To provide valuable business insights to the entire organization.
The relative importance of each mission varies based on the nature of the enterprise. Organizations that have invested heavily in developing brand equity will be most concerned with customer delight and business intelligence. This would include virtually all businesses that cater to...continue reading this post »
Quality Monitoring has been a cornerstone of contact center
operations for more than 30 years. It has served organizations well
as a method of managing agent performance, while driving gains in
operational efficiency and service delivery. However, while the
traditional quality assurance (QA) process has been effective to
this point, organizations are finding that QA alone is no longer
enough. This traditional process makes significant assumptions on
what customers really want and appreciate and...continue reading this post »
The following are some more information on the vendors who
attended the IQPC event.
Analytics
For companies frustrated with isolated or disparate data sources,
360'CRM's latest advances in its InSight data
analytics tool provides new levels of actionable information for
the Call Center or Channel Management practitioner. InSight
not only automatically draws call center performance data in to a
common, universally comparable dashboard and report analytics
library, it also integrates internal...
First call resolution, and the closely related call resolution
rate, are the most important operational metrics for call center
managers because they address productivity, quality and customer
satisfaction in one number.
To realize the benefits of these essential key performance indicators (KPIs), leaders need an objective, accurate and automated mechanism for capturing and calculating one or both of these measurements. Organizations that employ FCR to firmly establish a corporate mindset...continue reading this post »
To realize the benefits of these essential key performance indicators (KPIs), leaders need an objective, accurate and automated mechanism for capturing and calculating one or both of these measurements. Organizations that employ FCR to firmly establish a corporate mindset...continue reading this post »
Virtual queuing bridges the customer service gap between
customer self-service and live service. According to Triad
Research Group, 75% of consumers who use virtual queuing technology
have a more favorable opinion of the company that they are doing
business with.
Companies using virtual queuing in their contact
center find:
• Ease of transition between self-service and
live-service
• Increased customer satisfaction and customer retention
initiatives
• Improved contact center metrics such as ASA,...
According to a new white paper from VPI, Quality Assurance 2.0, The Rebirth of Contact
Center QA, traditionally QA involved random recording or the
selection of a random sample from all recorded calls from which to
periodically evaluate and score a small number of calls for each
agent. The objective was to confirm that agents exhibit desirable
behaviors, without deviating from prescribed internal rules,
scripts and policies. The outcome of the evaluation was then
reflected in the agents‘...continue reading this post »
Enkata found a
recent Harvard Business Review article authored
by Matthew Dixon, Karen Freeman, and Nicholas Toman,
Stop Trying to Delight Your Customers, insightful in its
recommendations to improve customer loyalty by reducing the amount
of effort required on the part of the customer to resolve service
issues. Enkata, agrees with the authors’ position on how best
to measure customer effort by tracking and correlating call
reasons, repeat calls, and specific call timeframes.
What Should You...continue reading this post »
What Should You...continue reading this post »
The days of ‘telephone-only’ customer service are long gone. Our
customers now expect to contact us through email, chat and the web,
including social media. Managing service across all these disparate
communication channels can be a challenge. Businesses that do this
well have a distinct and potent competitive advantage. Their
customers are more satisfied, less apt to take their money
elsewhere and inclined to increase the business they conduct.
One key to improving customer satisfaction,...
continue reading this post »A most often asked question is “Where do you begin your search for the KPIs and supporting metrics you need?” The starting point may not be in any particular contact center system, application or report. It isn’t in the contact center at all…. it’s in the executive suite.
The contact center’s KPIs from strategic targets and goals is set for the company as a whole by its leaders. An hour spent with the vice-president of sales and marketing or the chief financial officer — or the CEO — can go a...continue reading this post »
Quality management has stood as a cornerstone of contact center performance management for many years, and for good reason. It focuses on the interactions between agents and customers; those little moments of truth where customer satisfaction hangs in the balance. For the most part, quality management hasn’t changed much through the years. The advent and rapid adoption of analytics technologies in the contact center is about to change that.
A new white paper from Ventana Research explores...
continue reading this post »Joe McFadden, jmcfadden@enkata.com, Enkata
Ventana Research recently reported that 70 percent of companies have deployed quality monitoring. In the majority of cases this is a manual process. And that 73 percent of companies plan to improve this process over the next two years. The report states that “ultimately, adopting contact center analytics will enable companies to automate the entire quality monitoring process, giving them the information they need to improve agent development and...
continue reading this post »The joint Speechtek/CRM Evolution conference offered attendees ideas, strategies, and technologies to help streamline business processes, improve customer satisfaction levels, and increase profitability. Below is a review of just a few of the organizations we met with at the conference.
West Interactive has been very busy this year with the acquisition of Holly Connects, a voice platform, and TuVox, an IVR hosting and managed services company. The acquisitions round out West’s ability to...continue reading this post »
Operational metrics like call containment rates and average handle
time (AHT) are commonly used as key performance indicators in
contact centers, but these metrics mislead managers from the
business goal of increasing customer satisfaction.
These indirect metrics mask problems that cause customers continued frustration, and contact center managers risk making decisions that could actually worsen the experience.
Task Completion Rate (TCR), is a metric that promotes caller success to provide a...continue reading this post »
These indirect metrics mask problems that cause customers continued frustration, and contact center managers risk making decisions that could actually worsen the experience.
Task Completion Rate (TCR), is a metric that promotes caller success to provide a...continue reading this post »
One of the great challenges for today’s contact centers is achieving customer intimacy in a cross channel environment. Enterprises are striving for greater customer intimacy through personalized service, and customer based sales and proactive outreach. What is a customer intimate contact center? Some the characteristics include empowered and engaged employees, comprehensive and shared knowledge (data) of the customer, close communication and collaboration with other parts of the business,...continue reading this post »
Your company’s brand and
reputation depend on your team’s ability to deliver a superior
customer experience. Yet, people, processes and technology often
conspire to create headaches for management and unsatisfactory
interactions for customers.
Do these problems sound familiar? You receive calls from management demanding answers about why a host went down or why customer complaints are up. You may be off for the weekend but you still worry that a problem will not be detected as quickly as it...
continue reading this post »In a challenging economic environment, holding on to existing
customers is as important as attracting new ones. While it’s
recognized that First Call Resolution (FCR) is a top driver of
customer satisfac¬tion, actual usage of this metric is surprisingly
low, according to the folks at CallCopy.
A new eBook from CallCopy explores the reasons why contact centers should implement FCR as an essential key performance indicator (KPI), discusses some of the challenges associated with definition...continue reading this post »
A new eBook from CallCopy explores the reasons why contact centers should implement FCR as an essential key performance indicator (KPI), discusses some of the challenges associated with definition...continue reading this post »
The financial impact of Average Handle Time (AHT) ensures it will
always be a key call center metric, but since there can be many
reasons for AHT to increase, identifying and managing those
critical issues has been a difficult task. Speech
analytics offers a fast and easy solution. Speech analytics
can help you manage AHT by showing which topics and agents have the
longest handle times. Further drill down analysis can identify not
just the category, but the specific issue within that category...continue reading this post »
In the real world, contact center agents are often presented with comparable calls under similar circumstances yet the outcomes are frequently inconsistent, and performance metrics can vary wildly among agents. The answer why this occurs lies in performance factors that are overlooked or undetected by the generally accepted agent performance measurement tools in use today.
Despite the use of monitoring and coaching tools and the best intentions of those tasked with coaching and training...
continue reading this post »Authored by Patrick
Botz, Vice President of Solutions Marketing, VPI
Call center performance management software is now recognized as a valuable solution to a long-standing problem. Much of the information within most contact centers is still collected and stored in disparate systems. Each system typically has its own reports, making it very difficult to make cohesive and accurate decisions based on data that can’t be properly compared and analyzed. With the advent of call center performance...
continue reading this post »
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