As companies continue to evolve their CRM strategies to attract
and maintain customers, the contact center has emerged as an
important strategic asset. The agents staffing these centers have a
direct impact on customer acquisition and satisfaction. In order to
continue providing excellent service, more companies are turning to
advanced analytics to ensure that their contact centers are
performing at a high level.
In addition, market leaders are using insights from customer
interactions to uncover...
In today’s highly competitive consumer marketplaces, effective
customer engagement becomes the key differentiator that can
separate an organization from the pack and enable it to quickly win
market share over domestic and international competitors. Having
the capability to quickly respond to marketplace forces and
impactful events to deliver performance improvement is critical to
immediate and long-term success.
As companies face commoditization of their product and service
offerings, they need...
The cloud contact center market is experiencing tremendous
growth, while the on-premise sector struggles on. NewVoiceMedia, a
leading provider of integrated cloud contact center services,
experienced fourfold growth between Q1 2011 and 2012, and now
serves more than 8000 agents in 30 countries including PhotoBox,
QlikTech and SHL.
NewVoiceMedia’s CEO Jonathan Gale believes that the contact center
market has lacked innovation from traditional on-premise vendors
for many years. The company is...
Using Workforce Productivity Solutions and Practices to Turn
the Contact Center into a Profit Center
The traditional view of the contact center as a cost center that
needs to be managed solely for efficiency is outmoded. For your
company to remain competitive, your contact center has to go beyond
cost savings and evolve into a revenue contributor.
The enormous potential of the contact center as a tool to build
customer loyalty, win new customers, and increase revenue has now
been recognized by...
While it’s easy to decide your CRM
software is no longer suiting your needs, it’s not easy to
implement an entirely new system. However, proper CRM software is
critical for any customer care team or call center, whether
in-house or outsourced.
So, instead of jumping ahead of yourself, it may be smart to
perform some auditing on the software to determine the root cause
of your CRM problems in the first place. Some potential problems
include:
What Has Your Quality Monitoring Program Done for You
Lately
How do you translate voice recordings into real-time business
intelligence? While most contact centers actively record customer
interactions, this data is useless until it has been analyzed – a
process that can be time-intensive, inefficient and overwhelming.
At best, most supervisors have the capacity to analyze only a
fraction of the actual data collected.
Learn how to do more with the data you have. This white paper
from Aspect...
Quality assurance (QA) is a mission-critical business function
that identifies contact center and enterprise trends, and provides
insights into how well each agent is performing. For the past 30
years QA has been performed in contact centers around the world in
basically the same way. Managers search through volumes of
recordings to find the 10% to 20% of calls that require attention,
either because they are really bad or really good. If a call is
bad, the QA specialist or supervisor must...
How Speech Analytics Helps You Take Charge of Compliance and
Liability
If you are a contact center or enterprise business facing
compliance measures, you know who you are. More than likely, you
have established a compliance process to ensure business integrity,
resolve disputes or comply with industry regulations on phone-based
transactions.
The question is…do you really know what your employees are
saying or doing that might be putting your business at risk?
If the answer is “no” or “I don’t...
The global consumer electronics market was estimated at $681
billion in 2010 by Business Insights and 83% of consumers say
that their purchase decison is influenced by support services
accoding to Research Now. And consumers now have questions
that frequently go beyond the realm of standard
service agreements, involving multiple interconnected devices
and programs from separate sources.
So it's no wonder that OEMs, ISP carriers, software
vendors and major retailers are all seeking...
I'm the new kid on the block here at
CRMXchange,but since I've been involved in customer-related
issues since the prehistoric days when CTI was
the golly-gee tecnhology and it was still acceptable to
use the dreaded 'T" word to summarize the industry as a whole,
I'm not all that new and hardly a kid.
I've seen the terminology
migrate from customer service to customer
care, to customer relations management--before it became the
acronym we now all know and love. But the growing demand
for immediate...
The main topics of interest at the IQPC Call
Center Week Las Vegas were ‘cloud’ and ‘multi-channel’.
Attendees were also concerned with the use of social media.
How customers connect to companies is evolving. Customers
want to connect on their own terms with the channel that suites
them best. Vendors are attempting to respond to the
customer’s needs with a variety of new solutions. Below is a
recap of exciting technologies and solutions that were at the
event.
Join The Virtual Contact Center Conference - Best Practices in
Quality Assurance and Speech Analytics - June 12 -14. Network
wtih peers, attend live sessions, visit the 24 hour exhibit
hall.
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...
Contact center executives like the certainty contact demand,
resource availability, operational efficiency, and maybe most
importantly, the certainty of agent performance and customer
experience delivery.
However, certainty is the one thing that the manager of such a
complex operation will never have.
The best equipped contact center executives tame the uncertainty
of their environment with good management and with the help of
mathematical models. These models provide the next best thing to...
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...
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