The current legal landscape for call recording consists of
numerous state and federal laws, along with industry mandates.
These rules and regulations have been written primarily to protect
individual rights to privacy and to protect individuals and
businesses from fraud and abuse.
It is useful for contact center managers, among others, to have a
common resource that offers useful guidance on best practices
necessary to achieve and maintain both compliance and verification.
“Call
Recording and...
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 »Sharing updates with call
center agents during downtime is an ideal way to improve your
staff’s knowledge and skills. This can be done at minimal cost and
without disrupting the flow of operations – which is what happens
when agents are pulled from the phones to attend a
training/coaching class. The contact center has to be able to send
out training/coaching or other information as soon as a slow period
is identified, as these lulls generally do not last long.
This means that you will need a...
Even in the best-managed and busiest contact centers, where workforce management solutions are used to optimize agent schedules, there will always be unexpected downtime without calls. Using this idle time productively will improve agent satisfaction and service quality while reducing agent-related costs. Delivering real-time, targeted training, coaching and communications during slow periods can alter your contact center’s dynamics – boosting productivity, quality and customer perception. A new...
continue reading this post »CRMXchange recently launched a two-podcast series by Interior Concepts featuring ergonomics in the call center. Discussion topics include ergonomic injury statistics, employee productivity, turnover reduction, and a case study review.
First, what is ergonomics in the contact center? Essentially, call centers ergonomics means designing the workplace to maximize productivity, and to reduce user fatigue and discomfort. This includes furniture and workstation design and meeting the government...
continue reading this post »
NICE Systemsrecently conducted a Consumer Channel Preference Survey on the
communications channels preferred by consumers when contacting
business and service providers. The survey reveals that the role of
the contact center is evolving to "Tier 2" status, that is - for
taking care of escalated service requests that were not addressed
by other channels such as the web or Interactive Voice Response
(IVR). This change in consumer behavior reflects the importance and
strategic role that the contact...continue reading this post »
First call resolution, and the closely related call resolution
rate, are the most important operational metrics for call center
managers because they address productivity, quality and customer
satisfaction in one number.
To realize the benefits of these essential key performance indicators (KPIs), leaders need an objective, accurate and automated mechanism for capturing and calculating one or both of these measurements. Organizations that employ FCR to firmly establish a corporate mindset...continue reading this post »
To realize the benefits of these essential key performance indicators (KPIs), leaders need an objective, accurate and automated mechanism for capturing and calculating one or both of these measurements. Organizations that employ FCR to firmly establish a corporate mindset...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 »
Virtual queuing bridges the customer service gap between
customer self-service and live service. According to Triad
Research Group, 75% of consumers who use virtual queuing technology
have a more favorable opinion of the company that they are doing
business with.
Companies using virtual queuing in their contact
center find:
• Ease of transition between self-service and
live-service
• Increased customer satisfaction and customer retention
initiatives
• Improved contact center metrics such as ASA,...
Intelligent QA systems rapidly identify and deliver insights into
critical business issues and opportunities to improve the customer
experience and revenue.
A new VPI white paper, Quality Assurance 2.0, The Rebirth of Contact Center QA, defines Quality Assurance as:
1) A proactive method for rapidly identifying and resolving business issues associated with customer interactions.
2) A requirement to minimize liability risk and ensure compliance with laws, regulations and internal policies.
3) A...continue reading this post »
A new VPI white paper, Quality Assurance 2.0, The Rebirth of Contact Center QA, defines Quality Assurance as:
1) A proactive method for rapidly identifying and resolving business issues associated with customer interactions.
2) A requirement to minimize liability risk and ensure compliance with laws, regulations and internal policies.
3) A...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 »
According to a new white paper from VPI, Quality Assurance 2.0, The Rebirth of Contact
Center QA, traditionally QA involved random recording or the
selection of a random sample from all recorded calls from which to
periodically evaluate and score a small number of calls for each
agent. The objective was to confirm that agents exhibit desirable
behaviors, without deviating from prescribed internal rules,
scripts and policies. The outcome of the evaluation was then
reflected in the agents‘...continue reading this post »
When call center agents aren’t on the phones resolving customer
issues and promoting your brand, they are busy with a whole host of
other activities referred to as shrinkage. Knowlagent
recently conducted a survey of more than 100 industry leaders –
across all types of call centers – to find out what activities make
up shrinkage in their centers.
According to the study, the average amount of an agent’s time spent in shrinkage is around 24%, or roughly one fourth of the work day.
By types of...continue reading this post »
According to the study, the average amount of an agent’s time spent in shrinkage is around 24%, or roughly one fourth of the work day.
By types of...continue reading this post »
The measurement of performance is fundamental to contact center
operations of all sizes. The contact center quality assurance (QA)
measurement process is often one of the main performance data
collection vehicles for management. With the power of
analytics-driven QA, organizations can see the quality of their
operations and customer interactions clearly at all times, along
with early warnings of problems and bottlenecks. However,
many contact centers do they have adequate resources in place...continue reading this post »
First Contact Resolution, the ability to identify, solve and
close the customer’s issue(s) during the first customer/enterprise
contact, may be the foremost KPI in evaluating a contact
center/customer care organization’s overall operating performance
from a business perspective.
Despite the knowledge that a high level of FCR in the contact
center correlates closely with general levels of customer
satisfaction and loyalty, low levels of FCR in customer care
settings remain a significant industry...
Prospects have many choices for
hosted contact center infrastructure, and the increased
competition has placed additional pressure on premise-based
providers to be more responsive and cost effective. End users of
all sizes, particularly in those in the 20 to 1,500 seat range,
should explore all of their options for making acquisitions.
DMG Consulting encourages end users to include hosted vendors in their selection process. This will increase choices while decreasing cost, as it will encourage...continue reading this post »
DMG Consulting encourages end users to include hosted vendors in their selection process. This will increase choices while decreasing cost, as it will encourage...continue reading this post »
The horror stories of security breaches where millions of
consumers have had their personal information exposed are all too
familiar, TJX is probably the most infamous. Since its initial
release in 2008, the Payment Card Industry Data Security Standard
(PCI DSS) has become a sort of ‘gold-standard’ for the protection
of consumer information. In fact, some states have even written
parts of the standard, or compliance with it, into law. A trend
that is likely to continue.
A recent update to the PCI...
continue reading this post »Driven to rethink priorities over the last few years, business leaders have been forced to look for more cost-effective and flexible ways to acquire and update their contact center solutions. This has paved the way for the rise of the hosted or cloud-based contact center market. While most other technology segments lost momentum, this sector has grown rapidly over the last two years. End users are turning to hosted contact center solutions because it gives them flexible and scalable virtual ACDs...
continue reading this post »
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