Improve Your Visibility With Speech-Analytics

Posted by John Rake
4/21/15 8:30 AM

Does this sound familiar? You are a longtime contact center supervisor who has developed excellent instincts through the years. When a trend in customer interactions is emerging in your environment, you typically recognize it before most of your colleagues. The problem, however, is that your current contact center software solution—if you employ one—doesn’t have the functionality necessary to provide real-time data about interactions. As a result, you can’t confirm your suspicion that a trend is forming until it is too late to take any kind of meaningful action based on your intuitions.

For instance, let’s say you work for a retailer and as you walk around the contact center floor, you hear several agents answering questions about what clothing items are a good match with your company’s most popular winter coat. You think a trend might be developing, with many customers looking to make additional purchases after originally calling just to buy or ask questions about the jacket. But because you can only hear one conversation at a time, you can’t be sure this is anything more than just a coincidence. In other words, you are caught in a data silo.

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The Importance of Delivering Contact Center Consistency

Posted by John Rake
4/7/15 7:30 AM

Providing a single first-class experience is great, but if your goal is to retain customers—and it should be—you have to be confident that your contact center is delivering high quality customer service with every interaction. But how do you ensure that your representatives handle each inquiry with care? How can you feel assured that every customer receives reliable, accurate assistance?

Top-notch contact center software that can integrate seamlessly with CRM systems can capture multiple kinds of data and make it easy for managers to analyze agent performance. Such best-in-breed software can produce detailed interaction summaries and reports from multiple channels (e.g. call, email, chat, social media). Reports can be sorted according to agent or group, by reason for the call or by outcome so managers can save time and find exactly what they need when they need it.

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How Windows Server 2003 End-of-Life May Affect Your Contact Center

Posted by Rebecca MacLeod
3/26/15 10:51 AM

Microsoft recently announced that after July 14, 2015 they will no longer issue support or security updates for any version of Windows Server 2003. If you are still running Windows Server 2003 in your datacenter, you need to take steps now to plan and execute a migration strategy to protect your infrastructure.

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Webinar: 6 Ways to Enhance Customer Satisfaction in 2015

Posted by Rebecca MacLeod
2/4/15 3:32 PM

By 2020, customer experience will overtake price and product as the key brand differentiator with approximately 80% of executives expecting contact centers to play a key role in defining it.

But, while the majority of companies say they deliver "superior" customer service, only 8% of customers agree. So, where is the disconnect, and how can contact centers bridge the gap?

Join us for this webinar where we'll uncover the key challenges preventing contact centers from meeting customer satisfaction expectations and 6 ways to address them including:

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Envision’s Click2Coach Earns “Hot Vendor” Ranking in Ventana Research’s 2015 Workforce Optimization Value Index

Posted by Rebecca MacLeod
1/9/15 9:55 AM

 

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Eliminate Long Hold Times with Workforce Management

Posted by John Rake
10/24/14 9:03 AM

How you schedule contact center agents affects operations and customer satisfaction in ways you may not even realize. For example, tweaking your schedule so you have the optimum number of agents with the right skills on board at peak call times can greatly affect hold times.

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Three Things To Consider When Selecting a Workforce Optimization Solution

Posted by Linda Caudle
7/22/14 7:32 AM

Investing in a workforce optimization solution for your small, medium or large enterprise contact center is a big commitment. After all, the solution is not only responsible for directly shaping the work habits of your employees, but also plays a huge role in the customer experience and how satisfied they are with your company. Conducting a bit of research to make sure your software has all of the components you need to measure and track agent effectiveness is key.

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