Contact Center Solutions

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.

Analytics...

Studies have shown that high levels of First Contact Resolution (FCR) in the contact center correlate closely with customer satisfaction and loyalty. Yet, mastering it remains a significant industry challenge. That's where a shift to "measuring what matters" can help—and why in today's business environment, FCR is the right solution at the right time. With its ability to improve both sides of the customer service equation—decreasing costs while increasing satisfaction—FCR has been deemed a...

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...

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...

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...

In Q3/Q4 2010, DMG Consulting conducted a benchmark study of 149 enterprise, operations, contact center and IT managers, directors, leaders and decision-makers around the world.  They found that a growing number of contact centers of all sizes are looking for a low-risk approach to enhance and optimize their contact center servicing/CRM applications. Many of these companies have been sitting on the sidelines for years, waiting for a more attractive solution to enter the market to help them...

Your customers demand immediate and personalized service.  They require your agents to be customer-focused, efficient, and knowledgeable expert.  And above all, they need your agents to listen to what their current needs and wishes are, and provide the best relevant solution.

With Real-Time Speech Analytics driving agent guidance and process automation in the contact center at the moment of truth, agents are empowered to deliver relevant results and maximize revenues. 

The Variance Factor, where...

Accoriding to Verint, in a recent customer networking session, a participant raised a critical question; “Now that our company’s contact center is working in a blended environment, both taking calls and performing back office work during non-phone time, I was hired to improve operational efficiency. How do I do this when I have no visibility into what people are doing throughout the day?”

Before you can address areas for improvement, you need to be able to identify:
• what people are doing
• how...

With customer service becoming a critical business differentiator, contact centers and e-business organizations need to deliver innovative and memorable customer experiences, while controlling costs at the same time. On the other hand, IT organizations are known to be risk-averse and often get backlogged with projects.

To bridge the gap, a new breed of contact center and web customer service software has emerged to deliver the right mix of agility, usability, reliability and security to satisfy...

Back offices are a critical element of delivering great customer service, but it’s often difficult to gauge the productivity and effectiveness of back office operations.  Customers may not see very far beyond their contact center interactions, but the quality of their experiences is indirectly influenced by the effectiveness of back office employees’ performance.  By attending this webinar you’ll learn how automated workforce optimization solutions can increase the productivity of...

Over the past decade, organizations have been increasingly moving away from environments where data is centrally accessed and stored and into distributed, more efficient virtualized environments. Moving to the Cloud, or a true Cloud platform, provides significantly more business benefits than a traditional infrastructure, however confidence in Cloud security is a justifiable and top of mind concern. Cloud platform providers must excel at delivering availability, proven security,...

Text analytics has been a recognized IT sector for more than 15 years, yet it remains one of technology’s best-kept secrets. With an estimated 3,500 text analytics implementations globally, there is a huge opportunity for vendors to better educate the market on the practical application of this technology in the marketing and business worlds. And end users have a real chance to utilize this application to gain a competitive advantage by knowing exactly what is being said about them, over what...