Performance Management Software

According to Nemertes Research, five key trends are reshaping customer-­‐experience management:

Increasing adoption of mobile devices enables engagement with customers and business partners across broad array of devices.

Big Data and speech analytics delivers new and insight into contact center performance and allows companies to improve customer service experience.

 Popularity of consumer social services such as Facebook and Twitter are emerging as a new interaction channel for customer engagement...

The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’.  Attendees were also concerned with the use of social media.

How customers connect to companies is evolving.  Customers want to connect on their own terms with the channel that suites them best.  Vendors are attempting to respond to the customer’s needs with a variety of new solutions.  Below is a recap of exciting technologies and solutions that were at the event.

360'CRM   is a full spectrum CRM...

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...

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...

The first decade has seen steady growth in market demand for analytics solutions
of all descriptions as evidenced by the results of the annual survey of contact center end-users conducted by Saddletree Research in conjunction with the National Association of Call Centers (NACC). An offshoot of the Call Center Lab at The University of Southern Mississippi, the not-for-profit NACC conducts surveys of its members and newsletter subscribers in order to keep a finger on the pulse of the industry...

Desktop and Process Analytics  software can help organizations uncover and analyze their business processes. These solutions capture and measure desktop application activities to provide objective, unbiased visibility into how work is performed from the point of origination, across multiple steps, applications, and systems, and on through completion. For example, DPA solutions can show:

•What staff members are doing at any given time on any given day.
•Whether they’re performing the activities...

Accoriding to Verint, in a recent customer networking session, a participant raised a critical question; “Now that our company’s contact center is working in a blended environment, both taking calls and performing back office work during non-phone time, I was hired to improve operational efficiency. How do I do this when I have no visibility into what people are doing throughout the day?”

Before you can address areas for improvement, you need to be able to identify:
• what people are doing
• how...

FurstPerson has been recognized as the “Best Solution Provider for Agent Life-Cycle HR Software in the United States” among this market segment’s top competitors.  In the recently released industry analyst report 2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies, Frost & Sullivan surveyed 311 customer care and contact center operations managers.  FurstPerson emerged as a leader in agent life-cycle HR software, with 63 percent of surveyed U.S....

Cloud computing is a hot topic in the IT world, and as with many hot topics there’s a great deal of marketing hype associated with it. Hype frequently keeps close company with its friends misunderstanding, unrealistic expectation, uncertainty and very often disillusionment. That’s not to say there aren’t real, and significant, benefits to an IT organization by embracing cloud computing concepts.

The key to success, as with many potentially over-hyped technologies, is being able to separate the...

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....

In the real world, contact center agents are often presented with comparable calls under similar circumstances yet the outcomes are frequently inconsistent, and performance metrics can vary wildly among agents. The answer why this occurs lies in performance factors that are overlooked or undetected by the generally accepted agent performance measurement tools in use today.

Despite the use of monitoring and coaching tools and the best intentions of those tasked with coaching and training...

Agent Call Center Performance Optimization tools are a set of applications that seek to increase agent effectiveness, reduce workforce costs and improve service levels. These tools allow contact center managers to plan schedules, forecast agent requirements, measure agent performance, analyze results and improve outcomes.

Call Recording/Logging and Quality Monitoring (QM) software allows users to record, retrieve, analyze and improve agent/customer interactions.  These recordings are...

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

 

Call center performance management software is now recognized as a valuable solution to a long-standing problem. Much of the information within most contact centers is still collected and stored in disparate systems. Each system typically has its own reports, making it very difficult to make cohesive and accurate decisions based on data that can’t be properly compared and analyzed. With the advent of call center performance...

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Call center monitoring software is now a fundamental technology in virtually every competitive call center environment. As the economy begins to recover, 2010 is expected to be another tough year for enterprises, with contact center managers asked once again to reduce their operating expenses while improving the customer experience and satisfaction scores. They will be expected to achieve this goal with limited resources and...

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Call recording software plays a key role in many industries. It is a mandatory requirement in the majority of public safety organizations and within various industries, such as financial services and healthcare. With so much valuable information in vast number of customer interactions, the overwhelming majority of many organizations are now recording all their calls. Call recording software helps many organizations optimize the...