5 Essential Metrics Making Call Centers Successful

The abundance of information we are experiencing in society actually makes it hard to winnow what’s useful and important from what's not. Thanks to call centers. They keep fetching a vast range of data through calls. However, some of that proves helpful in finding out what will improve their service quality for better customer satisfaction.

Five key benchmarks for information processing were identified in a study conducted by a group – ICMI, top-performing contact centers and top industry...

continue reading this post »

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.


continue reading this post »

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...

continue reading this post »

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...

continue reading this post »

4 Tips for Hiring Contact Center Agents

According to Customer.Think.com, once a job is posted, most responses from job candidates occur within 48 hours. On average, candidates who are qualified for a contact center position receive an average of two job offers and they stay on the job market for a max of five days. Employers have to filter out quality applicants quickly. (If you’re not seeing an influx of candidates, expand your reach - use additional resources to put the job posting in front of a broader audience.) Some people won’t...

continue reading this post »

The 6 commandments of an exceptional customer experience

This post was written by Idit Aloni-Halfon, a passionate Customer Experience professional, at NICE Systems. Idit has spent the last decade consulting and leading CX initiatives in large organizations. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

Managing the customer experience across multiple channels is one of the more complex challenges many companies face. But it’s also the path to customer loyalty and...

continue reading this post »

SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 3

Some companies made major product announcements during the event, while others are integrating new acquisitions, fine-tuning their brands and making internal changes. Several suppliers discussed their plans and reported on their progress.

Inforannounced the acquisition of CRM software specialist Saleslogix prior to the New York conference. Saleslogix’s CRM product will become Infor CRM, giving Infor added presence in the cloud-based CRM market. The integration will also provide greater sales...

continue reading this post »

Call Center Week - Reviews and Interviews Part III

Keeping employees engaged and motivated are the most important factors in establishing and maintaining a productive, effective contact center workforce.  Intelligent onboarding and consistent leadership are critical elements in the process. Some people in the industry also think of gamification as a powerful set of solutions to decrease turnover and improve productivity while others remain skeptical. In the next in our series of reports from Call Center Week, we offer perspectives from a pioneer...

continue reading this post »

Call Center Week - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

continue reading this post »

inContact Ups the Game in Contact Center WFO with Acquisition of Uptivity

In a bold move to increase its already substantial presence in the marketplace, contact center software/agent optimization tools provider inContact has announced the acquisition of WFO specialist Uptivity. Based in Columbus, OH, Uptivity (formerly known by its still-official business name CallCopy Inc.) provides a complete mid-market WFO suite which encompasses speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and...

continue reading this post »

5 Fresh Customer Service Strategies

Do you want your customers to think of your business as a breath of fresh air? The trick to providing “original” customer service is upgrading 'older' ideas and actually carrying through on them.

1. Resolve Customer Problems at Their First Point of Contact

In theory, a chain of command makes sense, but being passed along to various representatives is frustrating to say the least. Authorize your customer service reps to solve problems. Live chat, virtual characters, and virtual call-back support is...

continue reading this post »

Understanding the Current Retail Customer Service Landscape

Retailers striving to remain competitive in the fast-paced world of ecommerce see heavy demands placed on their IT infrastructures 24/7, as consumers want online channels to be constantly available for business. But while many inventory management and shipment processes can be easily automated, the human element remains a key factor in ecommerce service strategies as live representatives are also expected to be at the ready with tailored responses and a friendly disposition. Because many online...

continue reading this post »

Four Key Attributes of Successful Call Center Agents

Despite dire predictions that self-service will render the call center agent obsolete, the opposite is true.  Call center employment continues to grow at a healthy clip.  According to recent research published by leading industry thinker Paul Stockford of Saddletree Research, the U.S. call center industry added nearly 52,000 new jobs.  Some of this growth is attributable to the staffing of health insurance exchange contact centers as a result of the Affordable Care Act, but much of it is...

continue reading this post »

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...

continue reading this post »

The C-SAT Paradox

What Customer Satisfaction Scores Really Mean in a Self-Service Focused World


As websites become more sophisticated and self-service options are continually improved upon, the idea is that fewer customers will need to call, chat or email in for assistance.  We know that consumers, particularly in younger generations, prefer to do things on their own, to find their own answers and solve their own problems using online resources on their own time.  Companies have focused a great deal on optimizing...

continue reading this post »