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...
continue reading this post »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...
continue reading this post »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 »
• 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 »
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 factors
According to Saddletree Research, there are essentially three business use cases for...continue reading this post »
According to Saddletree Research, there are essentially three business use cases for...continue reading this post »
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 »
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...
continue reading this post »
Frost &
Sullivan recently hosted an eBroadcast titled “The First Step Toward
Improving the Customer Experience: Recruiting and Hiring the Right
Agents”.
In Part I, we summarized ideas from Keith Dawson, Frost’s Principal Analyst for Information and Technologies, and his concept of a “blind spot” that many contact center managers have when it comes to understanding the importance of automating their hiring process and its relationship to overall customer satisfaction.
In Part II, Mike Trotter, VP...continue reading this post »
In Part I, we summarized ideas from Keith Dawson, Frost’s Principal Analyst for Information and Technologies, and his concept of a “blind spot” that many contact center managers have when it comes to understanding the importance of automating their hiring process and its relationship to overall customer satisfaction.
In Part II, Mike Trotter, VP...continue reading this post »
Blind spots to back-office performance – due to a lack of proven
processes for managing multiple types of tasks consistently and
efficiently – can cost an organization more than productivity.
Contact center interactions may leave customers delighted, but
processing delays, billing errors and other inefficiencies can
sabotage even the most positive experience. To contain the
financial risk of customer attrition, you need to reduce the
considerable costs of suboptimal staffing.
“What If?” Insights... continue reading this post »
“What If?” Insights... continue reading this post »
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...
continue reading this post »
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...
continue reading this post »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...
continue reading this post »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...
Remote call center agents initiatives have been a topic of
conversation for years, but the execution of such programs on a
large scale has proved daunting. There have been
countless pilots conducted – but the results have led to questions about how to scale these types of initiatives. In an effort to answer some of these questions, Knowlagent recently conducted a survey of more than 200 call center executives across a wide range of industries.
When evaluating whether or not an at-home agent...continue reading this post »
countless pilots conducted – but the results have led to questions about how to scale these types of initiatives. In an effort to answer some of these questions, Knowlagent recently conducted a survey of more than 200 call center executives across a wide range of industries.
When evaluating whether or not an at-home agent...continue reading this post »
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...
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