Call Center Testing

Expert Planet - Why and How We Use Virtual Agents

Expert Planet designs, develops and measures targeted sales and marketing campaigns for some of the largest organizations on the planet. Using a unique community of topical experts—talented agents with sales skills and specialized knowledge relevant to client programs—this outsourced contact center service provider is able to quickly deploy, test, measure, and optimize client programs, without operating a physical contact center.In four years, the...

The global consumer electronics market was estimated at $681 billion in 2010 by Business Insights and 83% of consumers say that their purchase decison is influenced by support services accoding to Research Now. And consumers now have questions that frequently go beyond the realm of standard service agreements, involving multiple interconnected devices and programs from separate sources. 

So it's no wonder that OEMs, ISP carriers, software vendors and major retailers are all seeking...

Call centers play a huge role in determining a company’s quality of customer experience because the call center interacts with the organization’s most precious asset: its customers. Therefore, the primary goals of a call center are to achieve the company’s sales objectives by effectively meeting and anticipating customer requirements, as well as to improve customer satisfaction and retention in order to ensure business success. The operational performance of a call center must be effective in...

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...

The use of web-based pre-hire assessments to help identify quality job candidates has become more and more widespread in recent years across all industries and job types, including contact center agents. Although many contact center recruiters use pre-hire assessments to help identify quality candidates, they sometimes express concerns that the time to complete the assessments may cause candidates to drop out of the assessment process prematurely.  They propose that shortening testing...

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...

Recruiting speed and hiring for quality are two of the biggest challenges facing firms that employ contact center agents.  By quality of hire, we mean the organizational standard that defines satisfactory job performance.  By recruiting speed, we mean how fast the hiring process can move a candidate from point of contact to an accepted job offer. 

Though the economic downturn has seen increased unemployment and created more job candidates seeking work, these challenges still remain.  FurstPerson’s...

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...

Are you systems operating as efficiently as possible?  You have invested in coaching, training and quality monitoring programs, yet, your best agents still outperform your average agents by 20-50%, so your average handle time still hovers at its current number. The “ million dollar question”  is why.

The University of Southern Mississippi (USM) and the Mississippi Department of Economic Security(MDES) have established a contact center lab that is available to the industry for the purpose...

When furnishing your call center, certain call center cubicles and call center furniture can help in the 'greening' of the contact center. Here's how.

LEED Standards
Selecting MAS Certified Green call center cubicles and other furniture can help to create a greener call center. MAS Certified Green furniture meets the LEED (Leadership in Energy and Environmental Design) indoor air quality standards after rigorous product testing. It is approved as a low-emitting furniture system by compliance with...

Interior Concepts is in the business of the  “greening” of the contact center.

LEED Standards
Selecting the right call center cubicles and other furniture can help to create a ‘greener’ call center.  Interior Concepts furniture meets the LEED (Leadership in Energy and Environmental Design) Indoor air quality standards after rigorous product testing and is approved as a low-emitting furniture system by compliance with the BIFMA X7.1 Furniture Emissions Standards which addresses Total Volatile...