Coaching is as much a critical process in today’s contact centers as workforce management, quality monitoring, and call routing. Agents need feedback and goals to improve and succeed, and it is the supervisor’s role as a coach to manage and deliver that performance guidance. Unfortunately, in many contact centers today, coaching is not managed with strategy and rigor or treated as a first-class process. Often, the supervisor-agent relationship is broken, jeopardizing the success of...continue reading this post »
Contact Center Physics
The concept of entropy is one that many of us discussed in physics class: it can be simply described as the “process by which things with energy wind down over time, unless outside energy is pumped into the system.” Entropy is why a glass of ice sitting in a room will melt. The heat energy in the room will move to the cold glass of ice. Over time, the glass of ice will warm up and melt, while the temperature in the room will fall imperceptibly.
Now, a top call center...continue reading this post »
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...continue reading this post »
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...continue reading this post »
How Speech Analytics Helps You Take Charge of Compliance and
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...continue reading this post »
Improve Your Customer Experience:
Design Your Quality Program to Link Directly to Customer
Everyone who works in the customer contact industry has experienced this—quality scores in the 90s, but customer satisfaction (CSAT) or issue resolution results that are in the 60s or 70s. How can that be? Why is it that quality results are not aligned with CSAT and other business measures? Do you really know what your customer is experiencing with your contact center? How can there be such a...continue reading this post »
The Value in Naysayer Feedback - Actionable Steps to Improve Customer Experience for Contact Centers
While the call center has many metrics for determining success, the overall customer experience has the biggest impact on your bottom line, yet it is also one of the most difficult metrics to measure. Fortunately, your customers don’t think in terms of metrics. The only thing that matters to them is that they have a positive experience. Take FCR as an example: there are many ways to measure FCR,...continue reading this post »
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...continue reading this post »
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...continue reading this post »
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.
360'CRM is a full spectrum CRM...continue reading this post »
During Call Center Week, June 5-7th, 2012, Interior Concepts will be participating in the LIVE DEMO DRIVE that will take place on June 7th, which means we will be running a live demo of our products for the first 15 minutes of the morning break.
The title of our quick presentation will be How to Maximize Space & Agent Productivity When Updating Your Call Center Furniture. If you won't be attending the show, here is a preview of our presentation and some quick design tips to keep in mind when...continue reading this post »
Interested in hottest trends, tools, apps and advertising in the
mobile space? Social Media Club LA
will have David
Teichner, CEO of the mobile couponing app, Yowza (co-created by actor/entrepreneur
Greg Grunberg of “Heroes,”) will be joining Patrick Mahoney, VP of
Strategy & Business Development from the mobile CRM
solution, Mogreet and
Tim Street, VP of Mobile Video from
the “smart stream solution,” mDialog, for our first SMCLA panel of
They will be speaking and discussing the...
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
2.Closings – same...
Pillar #1: Holistic Multiple Touchpoints = Multiple
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...
The following are some more information on the vendors who
attended the IQPC event.
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...
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.
Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology and supported...continue reading this post »
For many, the use of tools that help employees (both inside...continue reading this post »
• 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 »
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...continue reading this post »