Call Center Outsourcing

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...

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...

My colleague, Brent Holland, continues our series on "Generational Hiring for the Optimal Customer Experience".  The second installment considers two important questions:  (1) how to define generational groups and (2) whether contact centers rely on generational groups to guide recruitment.

How does FurstPerson define generational groups for this research?

When we began studying the impact of generational classifications, one of the first things we noticed was that many people disagree on who is a...

EarthLink, an Internet Service Provider, needed to manage quality and compliance across multiple contact centers around the world. It was essential to find ways to cut costs and consolidate customer service operations while still maintaining high quality standards. In addition to pinpointing service breakdowns and other sources of customer frustration, EarthLink required a solution to help them focus on a number of key areas where it saw opportunities for process improvement.

EarthLink selected...

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...

Back-office operating areas that process orders, applications, claims, white mail, payments, etc., have historically been left to develop their own staff planning approach. Senior management perception was that little could be done to improve the performance of these people-intensive, but non-strategic operating areas. So, these departments have received limited attention and investment dollars, or have been outsourced.

Call centers used to confront similar challenges before new tools and...

In a recent Blog, we reviewed a report from Ovum that analyzed the growth of the hosted contact center market and ranked its leading vendors.

Today, we’ll look at a new white paper from Contactual, a global leader in hosted contact center technology, which concludes that rapid technological changes make on-premises contact centers obsolete soon after they are installed, and suggests how enterprises can eliminate capital expenditures, increase customer satisfaction and stay on the forefront of...

Companies invest time, money and effort to build brands and implement quality standards with one goal in mind: to enhance the customer experience and t drive customer acquisition and retention. But when you hire a partner, you give up a measure of control over your brand and service.

In an ideal world, your partner’s performance goals and strategies would be perfectly aligned with your own.  The reality, however, is that your partners have their own financial goals and operational challenges....

Earlier this month an industry roundtable was held on a topic that is on the priority list of many customer care professionals: the management of  the multi channel contact center.  The roundtable,“Meeting Customer Needs in a Multi Channel World”, focused on fast growing customer utilization of non voice customer contact points such as email, the web, chat, SMS, social networking.   The increased usage of these contact points is having a significant impact on resource allocation and skills...