According to the comScore 2010 U.S. Digital Year in Review,
social networking sites accounted for 12% of all time spent online
in 2010, and the average American spent more than 14 hours watching
online videos in December, a 12% increase over the previous
year.
As social media continues to gain popularity in our
culture. Many call center agents are comfortable with social
learning in their personal lives and, as a result, more and more
companies are adopting social and informal learning platforms...
continue reading this post »
Quality management (QM), with its ability to drive agent
behaviors that impact the customer experience, is a valuable tool
for contact centers. Technological advances have increased QM
process efficiency by replacing paper forms and making recordings
more readily available. Significant areas of inefficiency still
exist, however, increasing the cost of quality to the business.
According to a new CXM white paper,
integrating workforce automation and quality management offers
opportunities for...
continue reading this post »
One
of the key priorities for a customer care organization is the
engagement and retention of customers. To strengthen rapport with
customers at scale, some companies are turning to interactive
outbound interactive voice response (IVR) solutions. However,
poorly executed outreach can alienate customers rather than
ingratiate them, so it is important to select a platform that
delivers your ideal customer experience.
Customer service is increasingly viewed as a
strategic element of a product’s...
continue reading this post »
Since the emergence of multi-channel self-service, there is a
growing disconnect between the typical strategy employed in
telephone self-service design and what many customers actually
need. A new Nuance report details the results of a
commissioned survey which attempts to uncover customer channel
preferences for an array of banking tasks, including
recommendations for optimizing the IVR to both accommodate those
preferences and minimize the frustrations associated with today’s
multi-channel...
continue reading this post »
A new white paper from IntelliResponse 6
Tell-Tale Signs That Your Organization – And Your Customers – Are
Ready For Next Generation Web Self-Service discusses if web
self-service is right for your company.
According to Forrester Research, 72% of U.S. online consumers
prefer to use a company’s Web site to get answers to their
questions rather than contact companies via telephonen or
email.
Telltale Sign #1:
The primary customer service features on your web site are FAQ and
help pages and/or a site...
continue reading this post »
Based on 15 years of experience, preeminent expert in Quality
redesign and execution in contact centers, QPO, feels that
companies are getting little value from their quality
program.
Upon interviewing senior executives, they found that most
executives pay little attention to the quality scores reported
by the quality program. Based on over 1,300 assessments of
the contact centers in 60 countries, QPO has determined that
companies routinely experience 7 common quality pitfalls that
plague...
continue reading this post »
Customer Experience has become the
mantra of senior management looking to enhance revenue and margins.
This is a huge opportunity for whichever department can create
a unified picture of the current CE and then help management to
decide how to manage and improve it. Innovative, data driven
departments as diverse as customer service, quality, consumer
affairs or marketing services could capitalize on this opportunity
to dramatically raise both their visibility and status within the
organization.
Cu...
continue reading this post »
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...
continue reading this post »
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 »
To understand what’s on the plate for customer experience in 2011,
Temkin Group surveyed more than 170 large organizations about their
2010 activities and 2011 plans.
Most respondents are satisfied with their customer experience roles
and have a strong outlook for improvements at their company. More
than eight out of 10 respondents think that customer experience
will be more important in 2011 than it was in 2010. Social media,
the Web, and customer-centric culture are set to receive the...
continue reading this post »
When considering a hosted contact center infrastructure solution,
references are one of the best ways to gain an understanding of a
vendor’s experience, initial and ongoing service and support,
training and professional services. It’s also a great way to learn
about a product’s performance, ease of use and flexibility.
Although checking references can be time consuming, it’s a great
way to avoid costly surprises.
DMG
Consulting recommends that RFPs ask for the names of at least
five references,...
continue reading this post »
The
Ventana Research Value Index:
Customer Experience Management: Agent Desktop 2011 is the
distillation of a year of market and product research efforts by
Ventana Research. This Index is an analytic representation of their
assessment of how well vendors’ offerings meet buyers’ requirements
for software that enables and supports customer experience
management.
The index evaluates the software in seven key categories.
Five are product-related: usability, manageability, reliability,
capability...
continue reading this post »
Your customers are evolving. So are their methods for interacting
with your company. While most customers prefer to pick up the
phone, they now reach out in other ways such as chat, email, and
social forums. Companies are inundated with a myriad of these
unstructured interactions, but lack the ability to synthesize them
into a total understanding of customer needs and desires.
Customer Interaction Analytics allows organizations to analyze
every phone call, chat, email, and tweet and translate...
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 »
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 »
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 »
Consumers today expect customer service to play more than a
transactional role in meeting their needs. They desire service that
fits their connected lives and is enhanced by contextual,
personalized interactions. They seek continuous, ongoing
conversations that work seamlessly so that every agent knows their
history, understands what they have been promised, and values them
as a customer.
A new white paper from Tellme,
Winning Strategies for Next-Gen
Care, discusses the three C’s -...
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 »
The hosted business model gives enterprises access to contact
center infrastructure and the other contact center applications
they need to cost effectively provide an efficient and outstanding
customer experience.
The hosting business model:
-Allows companies to acquire functionally rich technology and
applications without a large capital investment or long-term
commitment.
-Is highly scalable and gives users ongoing technical support
and access to innovation and upgrades at no additional cost.
-...
continue reading this post »
Powered by Compendium