The latest generation entering the workforce brings a new energy
to the contact center, which also brings new challenges to the
table for call center management. But this generation also
represents the new social customer, so understanding what makes
them “tick” can provide invaluable insight into what motivates your
customers.
Donna Fluss, a recognized thought leader and innovator in
contact center and real-time analytics, will join Knowlagent
CEO, Matt McConnell, for an interactive
webinar on...
Precision monitoring is a process that is enabled by the
introduction of speech analytics into contact centers.
According to a new DMG report, managers set up special QA searches
in their speech analytics application – it is a best practice to
set up multiple searches to address various aspects of QA. Here are
some recommended searches:
1.Greetings – define all of the appropriate ways agents should
perform a greeting, and capture interactions where this does not
happen. 2.Closings – same...
1. To delight customers.
2. To sustain or increase revenue.
3. To minimize operating costs.
4. To provide valuable business insights to the entire
organization.
The relative importance of each mission varies based on the nature
of the enterprise. Organizations that have invested heavily in
developing brand equity will be most concerned with customer
delight and business intelligence. This would include virtually all
businesses that cater to...continue reading this post »
Pillar #1: Holistic Multiple Touchpoints = Multiple
Opportunities
The first step to creating a superior, loyalty-building customer
experience involves cross-channel interaction analytics. Customers
today communicate with companies across a variety of touchpoints,
from Web-based forums to Twitter feeds. Discovering what’s really
happening across all these channels, and knowing how to react can
be challenging.
Pillar #2: Contextual Putting Service in Perspective Closely linked with the insight and...
Analytics applications are deployed
in a number of functions and departments within the enterprise, and
for a number of requirements in service operations. It is as
critical to sales optimization in the marketing department, for
example, as it is to performance optimization in the contact
center. As a result, analytics often performs in a cross-functional
capacity, typically without the benefit of coordination among
users.
In the contact center,
“cross-functional” may be narrowly defined as...
Quality Monitoring has been a cornerstone of contact center
operations for more than 30 years. It has served organizations well
as a method of managing agent performance, while driving gains in
operational efficiency and service delivery. However, while the
traditional quality assurance (QA) process has been effective to
this point, organizations are finding that QA alone is no longer
enough. This traditional process makes significant assumptions on
what customers really want and appreciate and...continue reading this post »
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...
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 »
Intelligent QA systems rapidly identify and deliver insights into
critical business issues and opportunities to improve the customer
experience and revenue.
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 »
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...
With the advent of analytics in the contact center over the past
decade, the industry has experienced unprecedented gains in
operational productivity and customer service. Typically deployed
as part of a workforce optimization (WFO) solution, analytics is a
primary driver of performance and quality monitoring improvements.
Analytics provides an objective means by which to identify where
opportunities for improvement exist while providing a pathway for
executing on those opportunities.
after nearly three decades, the contact center quality management
(QM)/liability recording (also known as workforce optimization
(WFO)) market continues to evolve and progress at a surprisingly
rapid pace.
The first decade has seen steady growth in market demand for
analytics solutions of all descriptions as evidenced by the results of the annual
survey of contact center end-users conducted by Saddletree Research
in conjunction with the National Association of Call Centers
(NACC). An offshoot of the Call Center Lab at The University of
Southern Mississippi, the not-for-profit NACC conducts surveys of
its members and newsletter subscribers in order to keep a finger on
the pulse of the industry...
Customer satisfaction has moved to the forefront of contact center
goals. Today, it pays to deliver exceptional, measurable
customer service. In addition to saving money by retaining
customers, new programs offer financial incentives for superior
service. A noted example includes the Quality Bonus Payment
for Medicare Health Plans. But with such defined parameters
for the contact center, how do you ensure your agents and business
processes will make the grade?
Desktop and Process Analytics software can help
organizations uncover and analyze their business processes. These
solutions capture and measure desktop application activities to
provide objective, unbiased visibility into how work is performed
from the point of origination, across multiple steps, applications,
and systems, and on through completion. For example, DPA solutions
can show:
•What staff members are doing at any given time on any given
day. •Whether they’re performing the activities...
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