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 »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 »
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...continue reading this post »
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...continue reading this post »
Companies invest time, money and effort to build brands and implement quality standards with one goal in mind: to enhance the customer experience and t drive customer acquisition and retention. But when you hire a partner, you give up a measure of control over your brand and service.
In an ideal world, your partner’s performance goals and strategies would be perfectly aligned with your own. The reality, however, is that your partners have their own financial goals and operational challenges....
continue reading this post »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...
continue reading this post »
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