Call Center Week - Reviews and Interviews Part III

Keeping employees engaged and motivated are the most important factors in establishing and maintaining a productive, effective contact center workforce.  Intelligent onboarding and consistent leadership are critical elements in the process. Some people in the industry also think of gamification as a powerful set of solutions to decrease turnover and improve productivity while others remain skeptical. In the next in our series of reports from Call Center Week, we offer perspectives from a pioneer...

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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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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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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 »

Workforce Optimization: Aligning Employee Perception with Customer Satisfaction

It is no secret that two of the most important parts of any organization are its customers and the employees. Understanding the views and aligning the perceptions of these two groups is critical to customer retention and the longevity of the company. Closing the disconnect between employees and customers is a huge factor in placing a company above its competition. How can workforce optimization and customer service goals be aligned?

Advocates vs. Trouble-Shooters

Organizational culture plays a...

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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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Making the Most of Workforce Optimization:An Agent Lifecycle Approach

Many customer contact organizations have implemented Workforce Optimization (WFO) As an operational strategy to improve the performance of customer care professionals once they are on the contact center floor.

However, an agent’s relationship with a company begins well before he or she handles their first interaction. Therefore, a sound WFO practice starts well before then with the recruitment and hiring of agents who demonstrate the necessary skills and abilities to be successful.  A new HireIQ...

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A new perspective on the customer experience

I'm the new kid on the block here at CRMXchange,but since I've been involved in customer-related issues since the prehistoric days when CTI was the golly-gee tecnhology and it was still acceptable to use the dreaded 'T" word to summarize the industry as a whole, I'm not all that new and hardly a kid.

I've seen the terminology migrate from customer service to customer care, to customer relations management--before it became the acronym we now all know and love. But the growing demand for immediate...

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Call Center Week - Review of Solutions

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...

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Moments of Truth: Key Trends that Impact How Your Call Center Delivers in the Clutch

“Character may be manifested in the great moments, but it is made in the small ones.” ~Phillips Brooks Call center agents hold the power of your brand promise in their hands. The moment of truth can be when customers need to talk to an agent after exhausting self-service options.  Or, it can be the accumulation of experiences across all channels. As problem calls increase and interaction points expand, companies need to adjust their customer experience strategies to ensure agents are equipped to...

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Virtual Contact Center Conference - Best Practices in Workforce Management and Performance Optimization

Join the annual November Virtual Contact Center Conference.  The popular online Conference features presentations by experts on issues that confront customer care professionals daily.  The Conference is fully interactive and all customer care professionals within an organization are able to participate. continue reading this post »

Speech Analytics and a Unified Analytics Strategy for Workforce Optimization

Analytics applications are deployed in a number of functions and departments within the enterprise, and for a number of requirements in service operations. It is as critical to sales optimization in the marketing department, for example, as it is to performance optimization in the contact center. As a result, analytics often performs in a cross-functional capacity, typically without the benefit of coordination among users.

In the contact center, “cross-functional” may be narrowly defined as...

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Getting Workforce Optimization Right

Although the economy is seemingly improving, pressure on contact centers to improve customer satisfaction while reducing internal costs remains. Managers face challenges in ensuring that they have employed the right number and best-skilled staff, delivering relevant training and preparing agents to handle customer queries efficiently. All too often, agents do not have the right information at their fingertips and customers must wait while representatives search different applications and input... continue reading this post »