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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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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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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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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In a new survey from VoltDelta of contact center professionals who
manage and are responsible for international customer, a
common opinion expressed was that that international expansion is
no longer an inexpensive alternative for servicing US customers,
but rather commands a more strategic role in business expansion and
growth. There is a strategic choice to be made as to how and where
international customers should be serviced from.
To better serve customers in overseas markets, most...
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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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