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...

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3 Technologies to Improve the Call Center

Accomplishing more with less - both less time and less money - is the key to running a successful call center. Fortunately, there are many technologies that can help your call center to achieve more productivity in a reduced amount of time while costing less money overall. There are two steps to this process: utilizing your current tools smarter, and investing in technologies that will improve service.

1. Call-Back

Decreasing or even eliminating hold times is on every call center’s list of high...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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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...

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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...

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5 Components that Every CRM Training Program Needs

Customer Relationship Management, or CRM, is a system that was put in place to give companies more flexibility with the interactions that they have with customers. Simply put, it's a software platform that removes some of the more tedious interactions and streamlines the customer service experience.

 

Understanding CRM

 

CRM is flexible enough to be used by any industry and for any company. Research has shown that CRM usage has increased from 56% in 2012 to 74% in 2013 alone. It manages data like...

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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...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Tools for Improving Workforce Optimization

In order to achieve and take your business to higher levels, you need to improve workforce optimization. What is workforce optimization? It is the compilation of workforce management, quality, and performance using management tools to benefit your business. So how do you do this within your business? Here are a few ways to start:

Gamification-  the use of games and a "fun environment" to create an atmosphere of fun and enthusiasm among workers. Google does this best. They have an environment that... continue reading this post »

A Virtual Contact Center: Good for Business, Good for Customers and Good for Employees

What strategies does your company have to retain its customers? In most cases, your response will include a variation of employing the use of a proactive relationship management system as well as outstanding customer service. But, is your company keeping up with the expanding virtual world while constantly meeting increased customer expectations? Mobility has become a necessity for companies, employees and customers, alike, and virtual contact centers   have evolved to assist companies in...

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Quality Assurance For Contact Centers Improves Customer Outcomes

Quality assurance is a significant component of every product and service to ensure continuous success of the business.  However, ensuring that customers are receiving outstanding service from contact center agents can be a cumbersome responsibility.

The first step begins at the hiring and training stage. Evaluating potential candidates for essential customer service skills can be assessed through a readiness questionnaire or workforce tools to ensure interviewees are highly motivated and...

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Workforce Optimization: Aligning Employee Perception with Customer Satisfaction

It is no secret that two of the most important parts of any organization are its customers and the employees. Understanding the views and aligning the perceptions of these two groups is critical to customer retention and the longevity of the company. Closing the disconnect between employees and customers is a huge factor in placing a company above its competition. How can workforce optimization and customer service goals be aligned?

Advocates vs. Trouble-Shooters

Organizational culture plays a...

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What's New at Call Center Week 2013

 

Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries.  Multi-channel solutions, analytics, voice of the customer measurement, mobile...

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Four Types of Emplyees That Cost You Money

If you’re managing a large or distributed workforce, are you asking yourself “what are my people doing all day?” In many cases, the answer is that people aren’t doing what they should. Some workers are performing below, and sometimes substantially below, their potential. Perhaps they don’t know the best way to do the job. Maybe they’re just working to a target and then slacking off once they hit it. To get the most from your employees, you need visibility into what they are doing. But getting...

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Coaching in the Contact Center

Coaching is as much a critical process in today’s contact centers as workforce management, quality monitoring, and call routing.  Agents need feedback and goals to improve and succeed, and it is the supervisor’s role as a coach to manage and deliver that performance guidance. Unfortunately, in many contact centers today, coaching is not managed with strategy and rigor or treated as a first-class process. Often, the supervisor-agent relationship is broken, jeopardizing the success of...

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