Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews- Part IV

Businesses are seeking innovative contact center solutions that enable them to engage customers via an expanded range of functionalities. Companies want their multichannel campaigns to deliver a consistent yet individualized message across every touch point, and even have the capability to bridge the gap between digital and print media.  Organizations also wish to be able to track calls, send out SMS and voice broadcast messages and deploy predictive dialing solutions that offer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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Call Center Week - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

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inContact Ups the Game in Contact Center WFO with Acquisition of Uptivity

In a bold move to increase its already substantial presence in the marketplace, contact center software/agent optimization tools provider inContact has announced the acquisition of WFO specialist Uptivity. Based in Columbus, OH, Uptivity (formerly known by its still-official business name CallCopy Inc.) provides a complete mid-market WFO suite which encompasses speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and...

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5 Components that Every CRM Training Program Needs

Customer Relationship Management, or CRM, is a system that was put in place to give companies more flexibility with the interactions that they have with customers. Simply put, it's a software platform that removes some of the more tedious interactions and streamlines the customer service experience.

 

Understanding CRM

 

CRM is flexible enough to be used by any industry and for any company. Research has shown that CRM usage has increased from 56% in 2012 to 74% in 2013 alone. It manages data like...

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Contact Center Workforce Management

Maintaining a consistent working environment helps to provide dependable service to customers while supporting a stronger productive attitude. Managing your workforce uses key fundamental principles that other human resource programs utilize; however, these principles have been adjusted to apply better in scenarios specific for contact centers. Identifying employee challenges provides key information for building a strong, grounded strategy for unexpected situations.

Employee Talents

It is...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Tools for Improving Workforce Optimization

In order to achieve and take your business to higher levels, you need to improve workforce optimization. What is workforce optimization? It is the compilation of workforce management, quality, and performance using management tools to benefit your business. So how do you do this within your business? Here are a few ways to start:

Gamification-  the use of games and a "fun environment" to create an atmosphere of fun and enthusiasm among workers. Google does this best. They have an environment that... continue reading this post »

Why doing Performance Management without Interaction Analytics Feels like a Wild Goose Chase

It’s Not an Exact Science

Measuring agent performance has never been an exact science. I should know. I spent years managing agents, attempting to provide the constructive coaching my agents needed to meet their goals and provide the best possible service to our customers. Unfortunately, not having the information needed to do so often proved to be a nearly insurmountable challenge.

Here’s how this process always worked for me -  I suspect many of you reading this will be nodding your head as...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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SpeechTEK/CRMEvolution/Customer Service Experience Review - Part II

While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.

Several conference sponsors discussed their plans and reported on their progress:

Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

SpeechTEK/CRMEvolution/Customer Service Experience Review #1

In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...

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What's New at Call Center Week 2013

 

Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries.  Multi-channel solutions, analytics, voice of the customer measurement, mobile...

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Five Key Trends Reshaping Customer-Experience Management

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...

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