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...
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 »When call center agents aren’t on the phones resolving customer
issues and promoting your brand, they are busy with a whole host of
other activities referred to as shrinkage. Knowlagent
recently conducted a survey of more than 100 industry leaders –
across all types of call centers – to find out what activities make
up shrinkage in their centers.
According to the study, the average amount of an agent’s time spent in shrinkage is around 24%, or roughly one fourth of the work day.
By types of...continue reading this post »
According to the study, the average amount of an agent’s time spent in shrinkage is around 24%, or roughly one fourth of the work day.
By types of...continue reading this post »
Prospects have many choices for
hosted contact center infrastructure, and the increased
competition has placed additional pressure on premise-based
providers to be more responsive and cost effective. End users of
all sizes, particularly in those in the 20 to 1,500 seat range,
should explore all of their options for making acquisitions.
DMG Consulting encourages end users to include hosted vendors in their selection process. This will increase choices while decreasing cost, as it will encourage...continue reading this post »
DMG Consulting encourages end users to include hosted vendors in their selection process. This will increase choices while decreasing cost, as it will encourage...continue reading this post »
Driven to rethink priorities over the last few years, business leaders have been forced to look for more cost-effective and flexible ways to acquire and update their contact center solutions. This has paved the way for the rise of the hosted or cloud-based contact center market. While most other technology segments lost momentum, this sector has grown rapidly over the last two years. End users are turning to hosted contact center solutions because it gives them flexible and scalable virtual ACDs...
continue reading this post »The goal of the strategic/operational plan is to make sure the
exact right amount of call center agents show up to work every
Monday morning. There are methods of optimizing the levers
available to management- hiring, controllable shrinkage, overtime
and undertime- so the long term goal is met every week.
Other items to consider:
• Seasonality of workforce forecasts, call center scheduling, and the appropriate level of detail for each forecast
• Methods for developing week over week...continue reading this post »
Other items to consider:
• Seasonality of workforce forecasts, call center scheduling, and the appropriate level of detail for each forecast
• Methods for developing week over week...continue reading this post »
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...continue reading this post »
Your company’s brand and
reputation depend on your team’s ability to deliver a superior
customer experience. Yet, people, processes and technology often
conspire to create headaches for management and unsatisfactory
interactions for customers.
Do these problems sound familiar? You receive calls from management demanding answers about why a host went down or why customer complaints are up. You may be off for the weekend but you still worry that a problem will not be detected as quickly as it...
continue reading this post »In a recent Blog, we reviewed a report from Ovum that analyzed the growth of the hosted contact center market and ranked its leading vendors.
Today, we’ll look at a new white paper from Contactual, a global leader in hosted contact center technology, which concludes that rapid technological changes make on-premises contact centers obsolete soon after they are installed, and suggests how enterprises can eliminate capital expenditures, increase customer satisfaction and stay on the forefront of...
continue reading this post »
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...continue reading this post »
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...continue reading this post »
A 2010 report from Ovum examines the growth of the hosted call center market and ranks the leading vendors within that market.
The study explores the competitive dynamics within the hosted contact center service market in the US, and is designed to help businesses select a vendor based on technology strength, reputation among customers, and impact on the market.
Ovum reviews each vendor’s capabilities and then advises on those that businesses should explore, consider and shortlist.
Driving forces...
continue reading this post »Twenty years ago, the contact center industry was greatly improved through the application of a mathematical modeling tool now commonly known as contact center workforce management. We found that computers and mathematics could do a better job of determining agent schedules than we could do by hand or using a spreadsheet. It had long been thought that this modeling technology has run its course and that we have captured all of those contact center workforce management benefits. But we’re not...
continue reading this post »
Software
as a Service (SaaS), especially hosted call center solutions,
enables software to be delivered over the internet and has been
available for over ten years. It has gained wide acceptance in the
marketplace. Research has found that over 90% of SaaS users are satisfied with their solutions. Companies are investing in SaaS at double digit rates because of the low cost of implementation. Marketing firm IDC projected that 76% of U.S. companies would invest in at least one SaaS application by...continue reading this post »
The practice of using speech analytics to drive strategic process improvement in call centers has been proven effective and valuable. The challenge arises when companies try to use existing agent quality management tools to tie into these same strategic objectives. Previous methods for performing quality management included random monitoring, automated score cards and the use of small sample sizes. Today, emerging trends in speech analytics can make agent performance management a key force in...
continue reading this post »More executives are looking at hosted call center solutions. Hosting is a delivery model that allows you to secure needed contact center applications now – not “when the economy turns around,” or “when budgets free up.” Hosting goes by a lot of names. “Application service provider ASP is one. “Software as a Service (SaaS)” and “cloud computing” are currently in vogue. Another trendy term along is “on-demand” services.
The basic idea is that you secure applications you need by paying a...
continue reading this post »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...continue reading this post »
2008 was an impressive year for the hosted call center infrastructure market, and the first half of 2009 is proving to be even better. Research showed that the worldwide economic recession drove many organizations in all verticals to consider hosted contact center infrastructure solutions. DMG found that many of these companies were not classic risk takers, but rather companies that viewed hosting as an opportunity to do business differently, without a great deal of initial investment.
Growth of...
continue reading this post »
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