Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews Part III

Keeping employees engaged and motivated are the most important factors in establishing and maintaining a productive, effective contact center workforce.  Intelligent onboarding and consistent leadership are critical elements in the process. Some people in the industry also think of gamification as a powerful set of solutions to decrease turnover and improve productivity while others remain skeptical. In the next in our series of reports from Call Center Week, we offer perspectives from a pioneer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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inContact Ups the Game in Contact Center WFO with Acquisition of Uptivity

In a bold move to increase its already substantial presence in the marketplace, contact center software/agent optimization tools provider inContact has announced the acquisition of WFO specialist Uptivity. Based in Columbus, OH, Uptivity (formerly known by its still-official business name CallCopy Inc.) provides a complete mid-market WFO suite which encompasses speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and...

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Will Customer Experience Improve in 2014? – YES! Top 5 Reasons

Customer experience is more important than ever.  

Companies are realizing that creating and delivering an exceptional customer experience, one that is unmatched by the competition, is the key to gaining a competitive edge and the continued satisfaction and loyalty of the consumer.  

I believe that 2014 will eventually become “the year of the customer” with significant investments by companies that focus on customer experience.

Here are 5 reasons why customer experience will improve in 2014: 

The... continue reading this post »

Creative Virtual's 2013 Global Customer Service Outlook Survey Results

By Chris Ezekiel, Founder & CEO, Creative Virtual

Creative Virtual has released the results of our 2013 Global Customer Service Outlook Survey fielded between April and May of last year. We’re happy to report that customer experience management is at the top of respondents’ lists across the globe. We’re really excited that global organizations are equally concerned with the state of customer service, and have similar views on how to enhance and grow the customer experience. It’s certainly a...

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Workforce Optimization: Aligning Employee Perception with Customer Satisfaction

It is no secret that two of the most important parts of any organization are its customers and the employees. Understanding the views and aligning the perceptions of these two groups is critical to customer retention and the longevity of the company. Closing the disconnect between employees and customers is a huge factor in placing a company above its competition. How can workforce optimization and customer service goals be aligned?

Advocates vs. Trouble-Shooters

Organizational culture plays a...

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SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.

Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3.  The business application software supplier is...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

SpeechTEK/CRMEvolution/Customer Service Experience Review #1

In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...

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Eliminate Channel Thrashers and Lower Customer Effort

Customer Effort Score  is the new hot metric for customer service. CES has been widely discussed since the Harvard Business Review article, Stop Trying to Delight Your Customers (July, 2010), where Customer Effort Score was touted as being a better predictor of customer loyalty than Net Promoter Score or Customer Satisfaction. While CES is an important metric and arguably the best metric to focus your service operation, there is no such thing as a “magic metric”. Getting results from...

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Customer Experience Challenges, Innovations & the ROI from Behavioral Analytics

In a six month study, Mattersight Corporation commissioned Forrester Consulting to examine the total economic impact and potential return on investment  enterprises may realize by deploying its Behavioral Analytics platform.

The Behavioral Analytics platform captures customer and employee interactions, and then automatically analyzes those interactions using proprietary algorithms and unique behavioral models. The output of this analysis is new data attributes on every interaction measuring...

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A Sure Fire Way to Lower Customer Effort

Customer Effort Score (CES) is the new hot metric for customer service. (CES) has been widely discussed since the Harvard Business Review article, Stop Trying to Delight Your Customers (July, 2010), where Customer Effort Score was touted as being a better predictor of customer loyalty than Net Promoter Score or Customer Satisfaction. While CES is an important metric and arguably the best metric to focus your service operation, there is no such thing as a “magic metric”. Getting results from...

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Revising Forecasted Schedules - Survey of WFM Professionals Part 2

In a previous post, we covered the issues that workforce managers reported as their top challenges for 2012. Not surprisingly, the need to balance off-phone work while maintaining service levels was a top priority for workforce management professionals as it is their job to sustain this equilibrium within the call center.

To top it off, the pressure to ensure agents complete the training (or coaching, assessments, communications, etc.) necessary to keep agents performing is compounded by the...

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Survey of WFM Professionals: Part 1 - Top Challenges for 2012

In the first quarter of 2012, Knowlagent surveyed workforce management professionals to learn more about the goals and challenges that pertain to their role within the call center.  We wanted to understand more about the group whose daily responsibility is to deal with the complex nature of the contact center to match supply (agents) with demand (calls). We heard about the issues involved with scheduling agents, ensuring they have time to complete the necessary off-phone work that helps them be...

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