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...
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...
In a recently released Empirix sponsored web survey from Opus Research, companies were asked “ When thinking of collaboration or social media platforms to communicate with customers, which of the following do you use?”
Facebook Fan Sites
The second half of 2010 has witnessed a flurry of activity around
Facebook. Its 500 million registered users have become a magnet for
“social marketing” initiatives. Businesses of all sizes found it
easy to raise visibility and build stronger communications...
During an Empirix sponsored, Opus Research, Web-based
survey, companies were asked how they their current
customer care and sevice self-service compares to others in the
industry. Most believe that they are doing an excellent job
in meeting customer requirements; nearly 40% admit that they are
basically on a par with their competitors, while only 8% manage to
muster up sufficient bravado to say “We blow the competition
away.”
For many, the use of tools that help employees (both inside...continue reading this post »
For many, the use of tools that help employees (both inside...continue reading this post »
From June through September Opus Research mounted a Web-based
survey to gain insights into the deployment plans and levels of
interest in a variety of channels and networks for customer care
and marketing efforts. Here are the top line findings:
• Transformational times in the Contact Center – Contact center personnel are increasingly engaged in multi-modal, multi-channel and social interactions.
• Monitoring and call recording are high profile – In response to questions about technology in...continue reading this post »
• Transformational times in the Contact Center – Contact center personnel are increasingly engaged in multi-modal, multi-channel and social interactions.
• Monitoring and call recording are high profile – In response to questions about technology in...continue reading this post »
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...
A great deal has changed in the contact center and CRM technology
landscape in the past ten years, and most companies lag way behind
in taking advantage of new functionality. An obvious example is
social media.
DMG Consulting estimates that more than 93% of existing servicing/CRM applications do not have the ability to access, route, queue and respond to social media interactions. However, this is not the only capability missing from servicing/CRM solutions. Unified communications, desktop...continue reading this post »
DMG Consulting estimates that more than 93% of existing servicing/CRM applications do not have the ability to access, route, queue and respond to social media interactions. However, this is not the only capability missing from servicing/CRM solutions. Unified communications, desktop...continue reading this post »
Empirix is
putting a good deal of emphasis in quality assurance for Unified
Communications within the enterprise. According to
Bob
Hockman, Director of Product Marketing, Enterprise Solutions,
Empirix, every time you ask the network to carry a new service, it
can affect bandwidth and the delivery of real-time communications,
be it voice or video. People will complain if voice quality becomes
choppy or garbled. Additionally, most UC solutions feature
products from multiple vendors which must...continue reading this post »
The rapid growth of social media is forcing businesses to develop strategies for integrating it into their operations. Unfortunately, the poor attempts greatly outnumber the successful ones so far. A primary contributing factor in many failures is the tendency to view social media channels as just another marketing medium, a new way to push out press releases and sales campaigns. More enlightened companies realize that social media is more about pull than push.
Social media provides its users a...
continue reading this post »I don’t know how many times I have heard contact center
professionals extol the virtues of using remote (at-home) agents to
extend their agent resources beyond the infrastructure of their
organizations. But apparently, (in my brief survey),
many companies with centers in multiple locations have not taken
the benefits of virtual contact centers to the next level.
Combining these resources into one big agent pool allows an organization to balance the demand fluctuation across...continue reading this post »
Combining these resources into one big agent pool allows an organization to balance the demand fluctuation across...continue reading this post »
How many calls do you deal daily that have with poor voice
quality? Too low, not clear enough, too much
interference – these are some of the typical distractions that we
encounter. Our contact centers focus on providing a
highly satisfactory customer experience by training their agents
and adding technology to make the customer experience more
satisfying across multiple contact points. Multi
channel contact centers give users customers the ability to choose
their preferred method of...continue reading this post »
Blind spots to back-office performance – due to a lack of proven
processes for managing multiple types of tasks consistently and
efficiently – can cost an organization more than productivity.
Contact center interactions may leave customers delighted, but
processing delays, billing errors and other inefficiencies can
sabotage even the most positive experience. To contain the
financial risk of customer attrition, you need to reduce the
considerable costs of suboptimal staffing.
“What If?” Insights... continue reading this post »
“What If?” Insights... continue reading this post »
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...
continue reading this post »A recent contact center study by Ventana Research shows that 44%
respondents expect their customer interaction volume to increase in
the next 12 months, compared to only 14% that expect to see an
overall decrease. More interesting though are the reasons behind
the expected growth, one of which is the expansion of contact
channels. Contact center executives expect a massive growth in
instant messaging (137%) and text messaging (128%), along with a
modest growth of 11% expected for the use of...continue reading this post »
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