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 »
As the contact center landscape changes, so too must the
reporting and analysis solutions that drive decision-making and
performance management. Each contact center is a unique mixture of
systems, applications, people and culture serving a specific
customer or client segment, each will need a different roadmap to
their destination.
There are four common reasons that contact centers are driven to
undertake this journey in the first place:
1. Current reports don't meet requirements: Typically,...
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Contact centers today have four core objectives:
1. To delight customers.
2. To sustain or increase revenue.
3. To minimize operating costs.
4. To provide valuable business insights to the entire
organization.
The relative importance of each mission varies based on the nature
of the enterprise. Organizations that have invested heavily in
developing brand equity will be most concerned with customer
delight and business intelligence. This would include virtually all
businesses that cater to...
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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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Although the economy is seemingly improving, pressure on contact
centers to improve customer satisfaction while reducing internal
costs remains. Managers face challenges in ensuring that they have
employed the right number and best-skilled staff, delivering
relevant training and preparing agents to handle customer queries
efficiently. All too often, agents do not have the right
information at their fingertips and customers must wait while
representatives search different applications and input...
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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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First call resolution, and the closely related call resolution
rate, are the most important operational metrics for call center
managers because they address productivity, quality and customer
satisfaction in one number.
To realize the benefits of these essential key performance
indicators (KPIs), leaders need an objective, accurate and
automated mechanism for capturing and calculating one or both of
these measurements. Organizations that employ FCR to firmly
establish a corporate mindset...
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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...
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Virtual queuing bridges the customer service gap between
customer self-service and live service. According to Triad
Research Group, 75% of consumers who use virtual queuing technology
have a more favorable opinion of the company that they are doing
business with.
Companies using virtual queuing in their contact
center find:
• Ease of transition between self-service and
live-service
• Increased customer satisfaction and customer retention
initiatives
• Improved contact center metrics such as ASA,...
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The purpose of speech analytics is automatically mine for customer
intelligence and performance optimization data within the context
of a recorded voice interaction. Used in conjunction with a contact
center’s recording technology, speech analytics scans recorded
conversations with the objective of finding key words or phrases
that can offer the user insights into such common business and
performance factors
According to Saddletree Research, there are essentially three
business use cases for...
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According to a new white paper from VPI,
Quality Assurance 2.0, The Rebirth of Contact
Center QA, traditionally QA involved random recording or the
selection of a random sample from all recorded calls from which to
periodically evaluate and score a small number of calls for each
agent. The objective was to confirm that agents exhibit desirable
behaviors, without deviating from prescribed internal rules,
scripts and policies. The outcome of the evaluation was then
reflected in the agents‘...
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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...
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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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The agent’s to‐do list provides opportunities for call centers to
operate more efficiently. It is designed to make agent available
time more productive. Agents can learn a new skill set, read up on
new policies or complete mandatory HR assessments.
According to a new
Knowlagent white paper “
Create
the To‐Do List”, the most challenging part of
creating the to‐do list is gathering all of the tasks that need to
be done for all agents and figuring out which tasks need to be
completed first. Most...
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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 »
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...
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We talk a lot about balancing efficiency and effectiveness in our
call center operations. Something we don’t talk as much about is
balancing agent productivity and quality of life. Agent attrition
is the bane of call centers, and its costs are huge. For every
agent that leaves a new one must be recruited, screened and
trained. Those are just the direct costs associated with
agent turnover. Often overlooked are the indirect costs from
turnover’s impact on productivity, service quality and...
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Accoriding to Verint, in a recent customer networking
session, a participant raised a critical question; “Now that our
company’s contact center is working in a blended environment, both
taking calls and performing back office work during non-phone time,
I was hired to improve operational efficiency. How do I do this
when I have no visibility into what people are doing throughout the
day?”
Before you can address areas for improvement, you need to be
able to identify:
• what people are doing
• how...
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