Precision monitoring is a process that is enabled by the
introduction of speech analytics into contact centers.
According to a new DMG report, managers set up special QA searches
in their speech analytics application – it is a best practice to
set up multiple searches to address various aspects of QA. Here are
some recommended searches:
1.Greetings – define all of the appropriate ways agents should
perform a greeting, and capture interactions where this does not
happen.
2.Closings – same...
continue reading this post »
Pillar #1: Holistic Multiple Touchpoints = Multiple
Opportunities
The first step to creating a superior, loyalty-building customer
experience involves cross-channel interaction analytics. Customers
today communicate with companies across a variety of touchpoints,
from Web-based forums to Twitter feeds. Discovering what’s really
happening across all these channels, and knowing how to react can
be challenging.
Pillar #2: Contextual Putting Service in Perspective
Closely linked with the insight and...
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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...
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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...
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The staff of CRMXchange was
present at the IQPC Las Vegas Call Center Week. IQPC did a
commendable job with the content and speakers in the
event. The exhibit hours were long, running close to 11 hours
on day one, but the vendors were pleased with the amount of
interest that people showed in their products and
services.
We traveled the exhibit
hall. Below are some vendor highlights.
Analytics
Contact Solutions
– The Continuous
Improvement Practice (CI) is based on a unique methodology and
supported...
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During an Empirix sponsored, Opus Research, Web-based
survey, companies were asked how they their current
customer care and sevice self-service compares to others in the
industry. Most believe that they are doing an excellent job
in meeting customer requirements; nearly 40% admit that they are
basically on a par with their competitors, while only 8% manage to
muster up sufficient bravado to say “We blow the competition
away.”
For many, the use of tools that help employees (both inside...
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From June through September Opus Research mounted a Web-based
survey to gain insights into the deployment plans and levels of
interest in a variety of channels and networks for customer care
and marketing efforts. Here are the top line findings:
• Transformational times in the Contact Center – Contact center
personnel are increasingly engaged in multi-modal, multi-channel
and social interactions.
• Monitoring and call recording are high profile – In response to
questions about technology in...
continue reading this post »
Intelligent QA systems rapidly identify and deliver insights into
critical business issues and opportunities to improve the customer
experience and revenue.
A new
VPI
white paper,
Quality Assurance 2.0, The Rebirth of
Contact Center QA, defines Quality Assurance as:
1) A proactive method for rapidly identifying and resolving
business issues associated with customer interactions.
2) A requirement to minimize liability risk and ensure compliance
with laws, regulations and internal policies.
3) A...
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The measurement of performance is fundamental to contact center
operations of all sizes. The contact center quality assurance (QA)
measurement process is often one of the main performance data
collection vehicles for management. With the power of
analytics-driven QA, organizations can see the quality of their
operations and customer interactions clearly at all times, along
with early warnings of problems and bottlenecks. However,
many contact centers do they have adequate resources in place...
continue reading this post »
First Contact Resolution, the ability to identify, solve and
close the customer’s issue(s) during the first customer/enterprise
contact, may be the foremost KPI in evaluating a contact
center/customer care organization’s overall operating performance
from a business perspective.
Despite the knowledge that a high level of FCR in the contact
center correlates closely with general levels of customer
satisfaction and loyalty, low levels of FCR in customer care
settings remain a significant industry...
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With the advent of analytics in the contact center over the past
decade, the industry has experienced unprecedented gains in
operational productivity and customer service. Typically deployed
as part of a workforce optimization (WFO) solution, analytics is a
primary driver of performance and quality monitoring improvements.
Analytics provides an objective means by which to identify where
opportunities for improvement exist while providing a pathway for
executing on those opportunities.
Analytics...
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after nearly three decades, the contact center quality management
(QM)/liability recording (also known as workforce optimization
(WFO)) market continues to evolve and progress at a surprisingly
rapid pace.
While many consider QM and recording solutions to be commodities,
the
2010 – 2011 Quality
Management/Liability Recording (Workforce Optimization) Product and
Market Report reveals quite the opposite. The core concepts of
QM, recording and WFO have certainly become standardized, a clear
benefit...
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The first decade has seen steady growth in market demand for
analytics solutions
of all descriptions as evidenced by the results of the annual
survey of contact center end-users conducted by Saddletree Research
in conjunction with the National Association of Call Centers
(NACC). An offshoot of the Call Center Lab at The University of
Southern Mississippi, the not-for-profit NACC conducts surveys of
its members and newsletter subscribers in order to keep a finger on
the pulse of the industry...
continue reading this post »
Precision monitoring is a process that is enabled by the
introduction of speech analytics into contact centers.
According to a new DMG report, managers set up special QA searches
in their speech analytics application – it is a best practice to
set up multiple searches to address various aspects of QA. Here are
some recommended searches:
1.Greetings – define all of the appropriate ways agents should
perform a greeting, and capture interactions where this does not
happen.
2.Closings – same approach...
continue reading this post »
Empirix is
putting a good deal of emphasis in quality assurance for Unified
Communications within the enterprise. According to
Bob
Hockman, Director of Product Marketing, Enterprise Solutions,
Empirix, every time you ask the network to carry a new service, it
can affect bandwidth and the delivery of real-time communications,
be it voice or video. People will complain if voice quality becomes
choppy or garbled. Additionally, most UC solutions feature
products from multiple vendors which must...
continue reading this post »
Real-time agent guidance constantly monitors agents’ desktops while
they interact with customers to bring contacts to their most
successful conclusion. Combining business rules with a wide array
of data sources--analytics systems, CRM applications, knowledge
bases, campaign management, predictive next-best-offer models, the
context of real-time interactions, and agent performance
metrics—the system determines next-best-action guidance as the
interaction unfolds.
It presents context-sensitive...
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The operational planning process evolved to solve the core
inbound contact center business question: given the seasonality
of call volumes, the seasonality of agent attrition, the
seasonality of agent sick time, vacation requests, and other
shrinkage items, the seasonality of handle times, given that all of
these items are different by center location and type of staff
required, and given learning curves, training times, and other
important and complicating characteristics, how does...
continue reading this post »
According to the white Enkata white paper A
nalytics
Is Transforming Quality Assessment and Monitoring , typically
the core of a company’s quality monitoring process involves
listening to a very small number (sometimes less than five percent)
of randomly selected call recordings and using a single form to
score the agent’s performance. In some more mature companies, this
process is supplemented with feedback manually gathered from
completed customer survey forms. Given the nature of...
continue reading this post »
Ovum has outlined
five
secrets to success that enterprises should follow when
implementing e-learning and coaching solutions.
Number 1 - Training must be timelyIn order to get the greatest benefit from e-learning and coaching,
contact centers should send out courses and information as soon as
it is available. Agents need to undertake training courses as soon
as skills gaps become apparent or prior to new products releases.
Enterprises should regularly monitor agents’ performance in order
to...
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