Contact Center Workforce Management

Maintaining a consistent working environment helps to provide dependable service to customers while supporting a stronger productive attitude. Managing your workforce uses key fundamental principles that other human resource programs utilize; however, these principles have been adjusted to apply better in scenarios specific for contact centers. Identifying employee challenges provides key information for building a strong, grounded strategy for unexpected situations.

Employee Talents

It is...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Tools for Improving Workforce Optimization

In order to achieve and take your business to higher levels, you need to improve workforce optimization. What is workforce optimization? It is the compilation of workforce management, quality, and performance using management tools to benefit your business. So how do you do this within your business? Here are a few ways to start:

Gamification-  the use of games and a "fun environment" to create an atmosphere of fun and enthusiasm among workers. Google does this best. They have an environment that... continue reading this post »

Quality Assurance For Contact Centers Improves Customer Outcomes

Quality assurance is a significant component of every product and service to ensure continuous success of the business.  However, ensuring that customers are receiving outstanding service from contact center agents can be a cumbersome responsibility.

The first step begins at the hiring and training stage. Evaluating potential candidates for essential customer service skills can be assessed through a readiness questionnaire or workforce tools to ensure interviewees are highly motivated and...

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Why doing Performance Management without Interaction Analytics Feels like a Wild Goose Chase

It’s Not an Exact Science

Measuring agent performance has never been an exact science. I should know. I spent years managing agents, attempting to provide the constructive coaching my agents needed to meet their goals and provide the best possible service to our customers. Unfortunately, not having the information needed to do so often proved to be a nearly insurmountable challenge.

Here’s how this process always worked for me -  I suspect many of you reading this will be nodding your head as...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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SpeechTEK/CRMEvolution/Customer Service Experience Review - Part II

While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.

Several conference sponsors discussed their plans and reported on their progress:

Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

SpeechTEK/CRMEvolution/Customer Service Experience Review #1

In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...

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What's New at Call Center Week 2013

 

Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries.  Multi-channel solutions, analytics, voice of the customer measurement, mobile...

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Coaching in the Contact Center

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...

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Customer Experience Challenges, Innovations & the ROI from Behavioral Analytics

In a six month study, Mattersight Corporation commissioned Forrester Consulting to examine the total economic impact and potential return on investment  enterprises may realize by deploying its Behavioral Analytics platform.

The Behavioral Analytics platform captures customer and employee interactions, and then automatically analyzes those interactions using proprietary algorithms and unique behavioral models. The output of this analysis is new data attributes on every interaction measuring...

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Contact Center and CRM Best Proacticx

 

Achieve Better Performance Results with SharePoint

 

Contact centers utilizing SharePoint demonstrate significant efficiency gains, In a a recent report published by Aberdeen Research, “The 2012 Guide on Building a Next Generation Contact Center through Microsoft SharePoint,” some of the advantages outlined include:

* 43% better results in first call resolution rate

* 16% greater agent utilization results, which on average translates into approximately $1,872 in incremental annual cost per agent

*...

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Revolutionizing QA with Speech Analytics

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...

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Contact Center and CRM Best Practices

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...

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Call Center and CRM Best Practices

What Contact Centers Can Learn from Public Safety

To the harried managers of a modern high-octane commercial contact center, it might seem like nothing could be more urgent than squeezing every last drop of efficiency and productivity out ofoperations. But they would be wrong.

There is an environment in which the stakes are higher, where delivering top-notch “service” is a number one priority for the organization. That is in the public safety sector, where callers are people in intense distress...

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