ICMI Contact Center Expo and Conference Summary (Part 4)

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently.  Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

Dialoga ...

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ICMI Contact Center Expo and Conference Summary (Part 3)

Beyond the opportunity to get product information from approximately 70 suppliers, professionals at the ICMI Contact Center Expo in Orlando, FL (May 4-7) were able to take advantage of a number of educational and social events in and out of the exhibit hall. The show floor included book signings, Solution Spotlight sessions focusing on the benefits of specific products, an opening night reception, an Awards Party, as well as external site tours of the Disney World Reservations Center, Jet Blue...

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ICMI Contact Center Expo and Conference Summary (Part 2)

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.

In...

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Increasing Sales with Omnichannel Strategy

Consumers want brands to support them no matter where they are - in an actual store, online, on social media, or on their mobile device. This new way of shopping has forced retailers and service providers to implement omnichannel strategies so as not to miss out on sales opportunities. Today’s savvy e-commerce companies are integrating online and offline shopping into one seamless experience.

That experience could look something like this: you decide to purchase a new laptop after seeing a...

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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

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Using CRM for Both the Customer and the Employee

Using CRM to benefit both the customer and the employee starts with understanding how both parties view the system. While vendors may have transactions as their priority, customers are usually more concerned with processes - how quickly their inquiries will be handled. Figuring out how to meet the demands of both sides is key.

Meeting Customer Expectations

Let’s say your business has a multi-step process for responding to customer concerns with a 90% success rate. That may be a high percentage...

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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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Multi-Channel and Omni-Channel Contact Centers

 Contact centers are evolving constantly, challenging management to come up with more efficient strategies. A majority of CRM technologies strive for the same goal: to provide as much intelligence as possible so that the customer can be given a solution without requiring a live agent.

According to Gartner Inc., over the next few years customers will begin managing up to 85% of their brand relationships without interacting with people. To help with this change, contact centers are adopting...

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Reel in the Connected Customer

Attracting the connected customer is one of the most important business opportunities of today. A connected customer is one who uses their smartphone to monitor and even control a brand’s products. According to Forbes, the benefit of having a connected customer is greater lifetime value - they’ll buy more products, be more loyal, and engage more than traditional, “disconnected” customers. According to Gigya, 40% of customers buy more from retailers if the shopping experience is personalized.

Repla...

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ICMI Contact Center Demo and Conference - Product Review

 

The ICMI Contact Center Demo and Conference, one of the industry’s leading fall events, took place at Chicago’s Hyatt Regency from November 3-5.  The conference included more than 50 sessions with a roster of influential speakers from leading end user companies, as well as analysts and suppliers.  We caught up with a few of the solution providers demonstrating their latest products on the exhibit floor.

acisionoffers a  suite of smart communication solutions designed to help contact centers...

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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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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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