Analytics applications are deployed
in a number of functions and departments within the enterprise, and
for a number of requirements in service operations. It is as
critical to sales optimization in the marketing department, for
example, as it is to performance optimization in the contact
center. As a result, analytics often performs in a cross-functional
capacity, typically without the benefit of coordination among
users.
In the contact center,
“cross-functional” may be narrowly defined as...
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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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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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Your customers are coming to you via an variety of
channels. As a result, every employee is now customer facing
— either directly or indirectly — and distinctions between the
front
office and back office are blurring. With many more channels
coming to the multi channel contact center, and a
much more dispersed workforce, organizations today are forced to
manage a dizzying array of customer service systems, customer touch
points and customer-related tasks.
The question is, how do you make sure...
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Intelligent QA systems rapidly identify and deliver insights into
critical business issues and opportunities to improve the customer
experience and revenue.
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...
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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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Empirix is
putting a good deal of emphasis in quality assurance for Unified
Communications within the enterprise. According to
Bob
Hockman, Director of Product Marketing, Enterprise Solutions,
Empirix, every time you ask the network to carry a new service, it
can affect bandwidth and the delivery of real-time communications,
be it voice or video. People will complain if voice quality becomes
choppy or garbled. Additionally, most UC solutions feature
products from multiple vendors which must...
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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...
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How many calls do you deal daily that have with poor voice
quality? Too low, not clear enough, too much
interference – these are some of the typical distractions that we
encounter. Our contact centers focus on providing a
highly satisfactory customer experience by training their agents
and adding technology to make the customer experience more
satisfying across multiple contact points. Multi
channel contact centers give users customers the ability to choose
their preferred method of...
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Retaining and growing a base of satisfied customers is the name
of the game. In today’s global internet-based marketplace,
customers have very high expectations and can find their next
vendor with just a few mouse clicks. The challenge for modern
contact center managers and supervisors is in determining how to
identify customer satisfaction deficiencies and provide agent
targeted coaching to improve on those deficiencies.
There are a number of best practices that should be deployed to
maximize...
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Second in a two-part series
Yesterday we looked at the Payment Card Security Council and the
Payment Card Industry Data Security Standard which were established
to protect the credit card user. Today we look specifically
at the standard and the requirements it places on contact
centers.
DMG Consulting LLC is a leading provider of market research and
consulting services for contact centers. The 2009 – 2010 Quality
Management/Liability Recording Product and Market Report is the
definitive guide to...
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New standards and technologies such as SIP, virtualization, cloud
services and more that many customer care professionals anticipate
will enable them to operate their contact centers more efficiently
and enhance the customer experience may not be living up to
expectations.
There are many variables when integrating these new technologies
that can affect how they work under different workloads.
Adding to the complexity is the emerging of a variety of customer
contact points such as web...
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Authored by Patrick
Botz, Vice President of Solutions Marketing, VPI
Call center monitoring software is now a
fundamental technology in virtually every competitive call center
environment. As the economy begins to recover, 2010 is expected to
be another tough year for enterprises, with contact center managers
asked once again to reduce their operating expenses while improving
the customer experience and satisfaction scores. They will be
expected to achieve this goal with limited resources and...
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According to DMG Consulting, after eight straight years of
market growth, the first six months of 2009 saw a decrease in
revenue for many segments of the WFO market, from call center
monitoring software to call center quality assurance applications.
While WFO performance was not stellar, it still outpaced the
majority of other contact center and IT segments. Overall revenue
for vendors fell by 1.6%, from $1,336.2 million in the first half
of 2008 to $1,315.5 million in the first half of 2009....
continue reading this post »
According to DMG Consulting, after eight straight years of market
growth, the first six months of 2009 saw a decrease in revenue for
many segments of the WFO market, from call center monitoring to
call center quality assurance applications. While WFO performance
was not stellar, it still outpaced the majority of other contact
center and IT segments. Overall revenue for vendors fell by 1.6%,
from $1,336.2 million in the first half of 2008 to $1,315.5 million
in the first half of 2009. DMG expects...
continue reading this post »
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