Callback Queuing: Features and Benefits

At first, callback queuing (CBQ) sounds counter-intuitive: why would a customer call a company just to talk to them later? Nobody wants to wait in a queue. 

Actually, this type of “return later” queuing has been used for years. This is the same idea as taking a number at the DMV and passing time in the lobby, sipping a cocktail at a restaurant bar while waiting for a buzzer to alert you that there’s a table, or having fun in a theme park until your scheduled time to ride a popular attraction.

In...

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Contact Center Dashboard and Metrics

Software is an essential component of a high-volume contact center. From being an important element of sales to managing complex tickets, CRM dashboards and metrics play a vital role in your contact center.

3 Important Types of CRM Dashboards

1. Key Performance Indicators Dashboard

The KPI dashboard allows the contact center to identify trends using data that’s been collected over a long period of time. Relevant metrics include average seconds to answer, call resolution, cost per contact, and...

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CRM Software and Workforce Optimization

The more efficient a workforce, the better customer relationships will be managed and the more profitable the company will be. According to Forrester Research, just 31% of brands carefully monitor customer interactions for quality. In 2015, contact centers will see better CRM software with features that will enable the brand to target, observe, and improve key performance indicators (KPIs), while also letting companies watch metrics in real time. Collected data will show companies where there...

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When is it Time to Ditch the Old Contact Center Forecast?

This blog is contributed by Ric Kosiba, Interactive Intelligence

My last post discussed the attributes of a good contact center resource plan. We hinted at another aspect of contact center planning—that it truly is itself a process—and I wanted to elaborate here.  In the 1990’s, a company would put together a plan and a budget for January and use it to restrict all additional resources and spending for the next twelve months-- which is why “The Budget” was so important.

Over the last 10 years...

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10 Tips to Improve Your Contact Center Sales Contests

Examining data from their most recent 164 games, FantasySalesTeam uncovered interesting trends.  Below are 10 tips for increasing results and engagement through your sales incentive programs.  You can also read the full analysis ,including data.

• Leverage Team Competition: Games/incentives which use teams and get players (reps) pushing and relying on each other, are  more effective than individual-based contests.

• Create Multiple Ways to Win: When you only have one way to win the incentive,...

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Tips to Improve First Call Resolution

According to the Service Quality Measurement Group, first call resolution (FCR) has the largest affect on customer satisfaction. FCR should be one of your contact center’s top priorities - according to Customer Relationship Metrics, caller satisfaction rate drops by 35-45% when a second call is made concerning the same problem. These four tips will help your contact center solve each customer’s problem the first time you speak with them.

1. Educate Contact Center Agents

Provide agents with the...

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Contact Center Metrics That Actually Measure the Right Results

Metrics are an excellent barometer for measuring and monitoring call center results, as well as finding areas for improvement. However, is your contact center measuring the right results? Are you identifying the correct opportunities? Stats are available around-the-clock, offering plenty of chances to waste your time measuring the wrong data. Consider the following common metrics when determining what’s best for your specific contact center.

Average Handle Time

Average Handle Time (AHT) is the...

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7 Best Practices for Contact Centers

There’s a big difference between an average contact center and a world class one, much of which has to do with First Call Resolution (FCR). The following best practices can help take your call center from great to top notch.

1. Return on Investment (ROI) Awareness

What happens if a problem isn’t solved during the customer’s first contact? Not only can this affect operational savings, but the customer could stop doing business with the company altogether. The cost of not effectively managing FCR is...

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5 Reasons Your Contact Center Needs Speech Analytics

When asked about their experience with the customer service of companies, only seven percent of consumers responded that they have received service that surpassed their expectations. Meanwhile, 26 percent report having had to deal with being passed between agents with ultimately no resolution to their original problem.

That is abysmal.

It is also perilous, considering that it takes 12 positive service experiences to compensate for just one negative experience, and is 6 to 7 times more costly to...

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SpeechTEK/CRM Evolution/Customer Service Experience Review: Part 4

In this final wrap-up of the New York events, we review new developments from several key solution providers.

CorvisaCloud is within a few weeks of releasing its cloud contact center platform as a standalone solution. It has been part of the CorvisaOne suite, but will now be available as a “true PaaS (platform as a service) which offers an infrastructure and testing framework that will enable companies that use it to write their own code and be done,” according to Matt Lautz, President and CIO of...

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SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

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Call Center Week - Reviews and Interviews Part III

Keeping employees engaged and motivated are the most important factors in establishing and maintaining a productive, effective contact center workforce.  Intelligent onboarding and consistent leadership are critical elements in the process. Some people in the industry also think of gamification as a powerful set of solutions to decrease turnover and improve productivity while others remain skeptical. In the next in our series of reports from Call Center Week, we offer perspectives from a pioneer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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Call Center Week - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

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Understanding the Current Retail Customer Service Landscape

Retailers striving to remain competitive in the fast-paced world of ecommerce see heavy demands placed on their IT infrastructures 24/7, as consumers want online channels to be constantly available for business. But while many inventory management and shipment processes can be easily automated, the human element remains a key factor in ecommerce service strategies as live representatives are also expected to be at the ready with tailored responses and a friendly disposition. Because many online...

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