Recently FurstPerson participated in the 2011 Customer Contact West
MindXChange hosted by Frost & Sullivan in San Diego, CA.
We led an interactive session, Separating Myth from Fact: Hiring
for Peak Performance and Customer Satisfaction, which was the top
rated session at the 2011 Customer Contact West event. We
wanted to share some of the content from the session with you via
our blog series.
Myth or Fact? Applicants generally think it takes them longer
to complete pre-hire tests than it...
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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...
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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...
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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,...
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According to a
KnoahSoft reprint of the
DMG Contact Center
Surveying/Feedback and Analytics Market Report, the market
trends are as follows:
•The contact center surveying sector is doing well, as
organizations seek to improve relationships with customers.
•Social networking/social media is starting to play a significant
role as a source of unsolicited customer feedback for contact
centers.
•A growing number of multi-channel surveying application providers
are delivering solutions that address...
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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?
Speech analytics is one...
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Ovum has outlined five secrets to success that enterprises
should follow when implementing e-learning and coaching
solutions.
Use data and applications that already exist within the
contact center
Enterprises should use the information they already collect on
agents’ skills and knowledge to determine the best time to schedule
course and tailor the information. There are a number of
applications that can be integrated with e-learning andcoaching
including PM, WFM, Quality Management (QM) and...
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According to the white Enkata white paper A
nalytics
Is Transforming Quality Assessment and Monitoring , typically
the core of a company’s quality monitoring process involves
listening to a very small number (sometimes less than five percent)
of randomly selected call recordings and using a single form to
score the agent’s performance. In some more mature companies, this
process is supplemented with feedback manually gathered from
completed customer survey forms. Given the nature of...
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Ovum has outlined
five
secrets to success that enterprises should follow when
implementing e-learning and coaching solutions.
Number 1 - Training must be timelyIn order to get the greatest benefit from e-learning and coaching,
contact centers should send out courses and information as soon as
it is available. Agents need to undertake training courses as soon
as skills gaps become apparent or prior to new products releases.
Enterprises should regularly monitor agents’ performance in order
to...
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Quality management has stood as a cornerstone of contact center
performance management for many years, and for good reason. It
focuses on the interactions between agents and customers; those
little moments of truth where customer satisfaction hangs in the
balance. For the most part, quality management hasn’t changed much
through the years. The advent and rapid adoption of analytics
technologies in the contact center is about to change that.
A new white paper from Ventana Research explores...
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Getting ahead of your customers’ expectations, and even reactions
to doing business with your organization, can present great
challenges. Coupled with the breadth of multichannel service and
communications media, it begs the question: “How well are you
equipped to anticipate, analyze, and act on customers’ requirements
and their experiences with your organization?”
Customer Interaction Analytics are solutions that include speech,
data and text analytics, along with customer survey feedback....
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AWeber Communications helps more than 80,000 small businesses
manage their email marketing campaigns. Between May 20th - May
24th, 2010, AWeber customers who logged into their account were
asked to participate in a brief survey designed to capture their
current and projected email marketing usage and behavior. A
total of 2,579 respondents participated.
Below are Survey Highlights:--Email marketing continues to bring significant value to
businesses with more than 82 percent of respondents...
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In a challenging economic environment, holding on to existing
customers is as important as attracting new ones. While it’s
recognized that First Call Resolution (FCR) is a top driver of
customer satisfac¬tion, actual usage of this metric is surprisingly
low, according to the folks at
CallCopy.
A new
eBook from
CallCopy explores the reasons why contact centers should
implement FCR as an essential key performance indicator (KPI),
discusses some of the challenges associated with definition...
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Retaining and growing a base of satisfied customers is the name
of the game. In today’s global internet-based marketplace,
customers have very high expectations and can find their next
vendor with just a few mouse clicks. The challenge for modern
contact center managers and supervisors is in determining how to
identify customer satisfaction deficiencies and provide agent
targeted coaching to improve on those deficiencies.
There are a number of best practices that should be deployed to
maximize...
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A recent white paper from
Verint paints both a grim and a rosy
picture of today’s contact center. It seems that they are facing
both the best and worst of times.
The Good News: Research firm COLLOQUY has estimated that U.S.
membership in loyalty/rewards programs reached 1.3 billion by the
fourth quarter of 2006, while Gartner forecasts that the customer
relationship management industry will grow by 14.2 percent this
year, with revenue surpassing $8.9 billion U.S. These projections
represent a...
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Earlier this month, in an
eBroadcast coordinated with Frost &
Sullivan, Keith Dawson, Frost’s Principal Analyst for Information
and Communication Technologies, Mike Trotter, VP of Customer
Experience at Vonage, and Jeff Furst, President and CEO of
FurstPerson, discussed how leveraging the agent hiring process can
lead to improved customer experience results.
In part I today, we’ll highlight Keith Dawson’s comments and
analysis. In part II, we’ll provide highlights of the conversation
between Mike...
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In January and February of this year, Anderson Analytics conducted
an online survey of 1,800 members of the Marketing Executives
Networking Group (MENG) to get their take on various marketing
trends. The study sought their views on industry buzzwords,
geographic/demographic focus, and social media strategy.
Here’s what the 533 respondents (30%) had to say about social
media.
Social Media marketing officially made the top-10 list for the
first time this year, coming in at number eight at 42%...
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After 18 months of a grim economy, companies are emerging from one
of the most volatile business environments in recent history. Some
are still feeling the pinch, while others are optimistic about what
this year will bring. Regardless, companies are – for the
first time in a longwhile – looking ahead, exiting survival mode
and focusing on how they are going to gain a competitive advantage
in a post-recession environment.
This
is especially true in the call center. In December 2009, Knowlagent...
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A Q3 2009 survey asked 107 enterprise, contact center and IT
executives and decision-makers from around the globe to identify
their top goals and priorities for 2010. Surprisingly voice- speech
self-service solutions (also known as interactive voice response
systems or IVRs) are expected to play a key role in helping
enterprises of all sizes achieve their 2010 objectives.
The top 2010 goal for enterprise and contact center executives
is improving customer service, thus increasing...
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The growing importance and awareness of the customer experience
had driven a growing number of companies to implement voice of
customer programs. These programs can divided into two categories –
1. Market Research and 2. Customer Surveys. Companies typically use
market research to identify unmet customer needs but use customer
surveys to understand customer’s perception about the quality of
individual transactions or the general relationship.
During the course of numerous client engagements, we...
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