Features commonly provided by unified desktop solutions are as
follows:
Single
login/logout - Once the agent logs into the application
they have unified access to multiple applications. There is no need
to log in and out to access data bases or other applications.
Pre-populated screen
pops - Unified desktops rely on the CRM as well as other
sources, such as IVR entries and data gleaned from enterprise data
bases to fully populate screens before the agent takes the call.
All unified desktops pop...
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These devices are variously called, "smart desktops,"
"intelligent desktops," "universal desktops," and "unified
desktops." However, all these products seek to condense
required call processing information onto a single desktop
application and organize the sequencing of screens to coincide with
workflow. For ease of communication we will use the term "unified
desktops."Demand for these products is still in the formative
stages but growing rapidly.
Behind the interest is the same fundamental...
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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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NICE Systemsrecently conducted a Consumer Channel Preference Survey on the
communications channels preferred by consumers when contacting
business and service providers. The survey reveals that the role of
the contact center is evolving to "Tier 2" status, that is - for
taking care of escalated service requests that were not addressed
by other channels such as the web or Interactive Voice Response
(IVR). This change in consumer behavior reflects the importance and
strategic role that the contact...
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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...
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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...
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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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The days of ‘telephone-only’ customer service are long gone. Our
customers now expect to contact us through email, chat and the web,
including social media. Managing service across all these disparate
communication channels can be a challenge. Businesses that do this
well have a distinct and potent competitive advantage. Their
customers are more satisfied, less apt to take their money
elsewhere and inclined to increase the business they conduct.
One key to improving customer satisfaction,...
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Accurate, timely feedback—whether from customers, employees, or
partners—relies on talking to your audience in the right way.
Your contact center is the front line of your business. Positive
experiences drive increased advocacy, reduced customer churn and
improved agent engagement.
Customer satisfaction in your contact center is not an end in
itself. Your customer experience program must deliver tangible
benefits and real value that go beyond the contact center and
enable you build a more...
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The joint Speechtek/CRM Evolution conference offered attendees
ideas, strategies, and technologies to help streamline business
processes, improve customer satisfaction levels, and increase
profitability. Below is a review of just a few of the
organizations we met with at the conference.
West Interactive has been
very busy this year with the acquisition of Holly Connects, a voice
platform, and TuVox, an IVR hosting and managed services
company. The acquisitions round out West’s ability to...
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One of the major points of contention surrounding FCR is what
the acronym stands for: is it first contact resolution or first
call resolution? Some would say that first contact resolution is
the proper metric, and while tracking all contacts is most
reflective of the true customer experience, it is often expensive
and sometimes impossible to develop meaningful metrics that
encompass all touch points.
Implementing sound practices coupled with an appropriate
technology solution makes it possible to...
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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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Frost &
Sullivan recently hosted an
eBroadcast titled “The First Step Toward
Improving the Customer Experience: Recruiting and Hiring the Right
Agents”.
In
Part I, we summarized ideas from
Keith Dawson, Frost’s Principal Analyst for
Information and Technologies, and his concept of a “blind spot”
that many contact center managers have when it comes to
understanding the importance of automating their hiring process and
its relationship to overall customer satisfaction.
In Part II,
Mike Trotter, VP...
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For eigh
t
straight quarters Sprint has improved its overall
customer experience. The improvement in Sprint's customer
satisfaction scores, according to third-party studies, is a result
of introducing its best-ever handset lineup with Android phones HTC
Hero and Samsung Moment, simplifying cell phone plans with Any
Mobile, AnytimeSM and Everything Data, and offering 4G service in
27 markets.
All of these new products, plans and
services create a complex and ever-changing customer...
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Why do customers buy from you? In call center environments,
purchase behavior is driven by the degree to which agents build
empathy and rapport with a caller. This bonding occurs as a
direct result of the personality match between caller and
agent.
The days of call center scheduling, of simply assigning callers to
agents on a first-in-first-out basis are over. Technology now
exists that can take an agent, look at all of the available
callers, and determine which caller an agent has the best...
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Unified Agent Desktop
A
unified desktop seeks to condense required call processing
information onto a single desktop application and organize the
sequencing of screens to coincide with workflow. Demand is
growing for these products primarily due to the importance of first
contact resolution (FCR).
Prior
to the use of unified agent desktops, improving FCR often
came at the expense of increased handing time, as agents needed to
search through myriad data sources and/or consult with others...
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Many are familiar with the idea of presence at the level of
what we call “device presence.” Examples of device presence include
the busy lamp field on a telephone or online status for Instant
Messaging. Essentially these tools show a user’s availability and
perhaps their readiness for communication. But device presence only
monitors the user’s presence from the standpoint of a specific
device without providing status information about the user,
particularly if they have stepped away from the...
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Here we are again. A new technology is taking over and the world as
we know it is coming to an end. The advent of this latest and
greatest technology allows individuals to broadcast short messages
of up to 140 characters anytime, anywhere. With this newfound
ability, some pundits are proclaiming that customer relationships
as we know them are over. I should confess that I’m a bit tired of
such proclamations and punditry particularly when it is all too
apparent that people are simply glorifying a...
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According to Udi
Ziv, President, Enterprise Product Group, NICE Systems, user
buying criteria (what users are looking for) changed over the past
few years? If so, how?
Over the last few years we have seen a shift in buying
priorities due to three key drivers:
• Data center consolidation – in a recent Ventana Research
study, participants expressed that economy of scale opportunities
for larger multi-site operations are being considered as they are
migrating to VoIP, increasing home-based agents...
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