7 Things to Know About Employing Remote Call Center Agents

It’s common for call centers to have at-home, remote agents.  Convenience and lower cost are just two of the benefits to having employees who work from home. What do call centers need to know about employing and managing their agents who aren’t in-house, though? Read on to find out.

1. Hiring remote workers can potentially cut business costs by limiting office space.

2. By allowing agents to work where they’re most comfortable, productivity can go up, according to Forbes. The key to this is hiring...

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

In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.

Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3.  The business application software supplier is...

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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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Contact Center and CRM Best Practices

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,...

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Growing Demand for Tech Support Service Creates Opportunities for Two Innovative Companies

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...

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Improving Customer Experience inthe Call Center

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...

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Additional Highlights from Call Center Week 2011

The following are some more information on the vendors who attended the IQPC event.   AnalyticsFor 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...

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Call Center Week – June 2011

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...

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Moving Hiring Online - Testing Length and Candidate Completion Rates

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...

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Communication Channels Foster Stronger Customer Relationships

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... continue reading this post »

Speech Analytics For Business Value

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 factorsAccording to Saddletree Research, there are essentially three business use cases for... continue reading this post »

Who is a Boomer? Generational Hiring for the Optimal Customer Experience, Part 2

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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Greening the Contact Center

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

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Call Center Comprehensive Testing

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... continue reading this post »