Quality Assurance in the Contact Center

As customers become more educated and informed, it’s becoming increasingly important to monitor and measure quality assurance in relation to the customer experience. Listening to the way the customer is greeted and parted with; finding out how the agent responds to the customer’s needs; and preventing duplicate records are three ways to oversee quality assurance.

1. Greeting the Customer and Closing the Conversation

The way the agent answers a customer call, e-mail, text message or social media...

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Workforce Management Software for Contact Center Productivity

Workforce Management (WFM) software got its start in contact centers and is also used in other service businesses that employ a large number of hourly wage workers. The main goal of WFM is to view business metrics that will help contact centers schedule the right number of agents needed.

WFM software is crucial to the productivity of contact centers. It allows managers to forecast transaction volume and schedule the right number of agents while accounting for breaks, training, vacations and...

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7 Benefits of Using IVR Systems at Contact Centers

Interactive Voice Response (IVR), are used for a multitude of services, including remote banking, survey and poll taking, call routing and forwarding, order transactions, marketing and information lookup. The system can accept and understand a variety of voice and button input selections. IVR systems have pre-recorded responses for multiple situations, access to data and voice recording abilities. Contact centers benefit in the following ways when using IVR.

1. Empowered Customers

Self-service...

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Why Every Brand Should Enable Customer Service Agents

Most brands have a clear vision of how their business should be presented to the outside world. Rules and guidelines dictate how contact center agents should communicate with customers. Customer service training is meant to ensure that agents are in-line with a certain level of quality. Unfortunately, customers don’t always have their expectations met. When rules are too rigid, employees aren’t allowed to go above and beyond what’s expected in order to satisfy a customer.

Enabled agents have both...

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Enabling the Contact Center Agent: Red Lines, Gray Areas and Upholding Brand Standards

Virgin America is an airline on the cutting edge of the industry, offering fleet-wide WiFi before all other airlines and adding touch-screen entertainment to flights. They even mood-light some of their planes. Richard Branson, the Founder of Virgin, is known for empowering his employees to solve problems and create memorable customer experiences.

Allowing agents to have more independence produces a happier team. Increasing your agents’ job satisfaction will, in turn, increase customer...

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ICMI Contact Center Expo and Conference Summary (Part 4)

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently.  Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

Dialoga ...

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ICMI Contact Center Expo and Conference Summary (Part 3)

Beyond the opportunity to get product information from approximately 70 suppliers, professionals at the ICMI Contact Center Expo in Orlando, FL (May 4-7) were able to take advantage of a number of educational and social events in and out of the exhibit hall. The show floor included book signings, Solution Spotlight sessions focusing on the benefits of specific products, an opening night reception, an Awards Party, as well as external site tours of the Disney World Reservations Center, Jet Blue...

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How Contact Centers Use Interaction Analytics [infographic]

 Interaction Analytics

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ICMI Contact Center Expo and Conference Summary (Part 2)

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.

In...

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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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WFO Can Be More than the Sum of its Parts: Don’t Forget the Human Side

As a frequent keynote speaker on workforce optimization at tradeshows and conferences, Roger Lee (AKA Dr. WFO) is always a little surprised when some of the contact center professionals in the audience don’t know what the acronym “WFO” means.

Most people are more familiar with the term Workforce Management (WFM), which is actually a component of WFO. Workforce optimization is a more inclusive technology that not only incorporates staffing requirements, but usually includes tools for strategic...

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PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

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Our Choice of Metrics Can Lead to Operational Dysfunction

by Ric Kosiba, Vice President, Bay Bridge, Interactive Intelligence

When you spend a lot of time on the road talking to customers and prospects, you start collecting stories, and the stories I’ve gathered usually come from the mouths of contact center planners and workforce managers.  And these stories are often about how things in call centers can get messed up.

Organizations and operations can become dysfunctional for a lot of reasons. I’m always fascinated when the dysfunction is brought about...

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Improving Cusotomer Experience with Self-Service Options

Self-service options give customers the chance to fulfill their needs through their preferred channel. According to NewVoiceMedia.com, 60% of customers will change their contact channel based on what they’re doing and where they are. Consumers who would normally call for help may opt for self-service troubleshooting if they’re watching TV or at work, for example. Thanks to location features, language can be adjusted to suit the user’s geographical area, making self-service solutions even more...

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Callback Queuing: Features and Benefits

At first, callback queuing (CBQ) sounds counter-intuitive: why would a customer call a company just to talk to them later? Nobody wants to wait in a queue. 

Actually, this type of “return later” queuing has been used for years. This is the same idea as taking a number at the DMV and passing time in the lobby, sipping a cocktail at a restaurant bar while waiting for a buzzer to alert you that there’s a table, or having fun in a theme park until your scheduled time to ride a popular attraction.

In...

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