What is Customer Engagement Optimization?

Posted by Nicole Dunham on Fri, May 20, 2016

So by now, everyone in the contact center space has heard about, knows about, or uses Workforce Optimization (WFO). What you might not know is that there’s a new type of optimization in the market; Customer Engagement Optimization.  Customer Engagement Optimization brings WFO, Customer Analytics, and Engagement Optimization applications together to help transform overall customer engagement. Using these solutions together enables organizations to deliver consistent, contextual and personalized experiences that count across every communication channel.

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Topics: Contact Center

Big Data: Are You Listening to What Your Contact Center is Trying to Tell You?

Posted by Jim Linkhauer on Thu, Apr 21, 2016

Data Overload? Have No Fear – Managing Big Data is Possible in Your Contact Center!

Average handle time, first call resolution, net promoter score and overall excellent customer service are all common goals a business hopes to achieve in their contact center. But how do you achieve and maintain these goals with data that seems too large to manage?

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Topics: Contact Center Solutions

What's New with Verint v15.1?

Posted by Dave Smith on Fri, Apr 1, 2016

Everyone’s been talking about Verint v15.1 but what has actually changed in the new version? What are the important things to know as someone who is looking to implement Verint Workforce Optimization or someone who resells the solution?

Currently, v10 is end of sale and will be end of maintenance in July 2016. From that point on, there will be no support, bug fixes or hotfixes for v10 and v11 and v11.1 are end of sale. So what does this mean to you? Moving forward, companies will only be able to add to an existing Verint platform; this can be in licenses (adding more seats) or products (such as adding QM or WFM). Companies cannot however install a new framework with v11 or v11.1.

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Topics: Verint

Does Visual Support have a Place in the Contact Center?

Posted by Scott Montgomery on Wed, Mar 23, 2016

How many times have you tried to get your TV or Internet to work, fix an appliance on the fritz, tried to self-install something or needed help with a computer problem? You might even spend eons with a customer service rep doesn’t always understand the problem or can’t clearly explain the solution, so they send a technician and you spend another few days waiting for them.

The Problem with Tech Support Over the Phone

Generally, when people need help, they reach for the phone and make a call. The problem is that technical support over the phone is like flying blind. While the customer can see the problem, they often lack the terminology or know-how of explaining the issue in a way that the agent can understand and help. This leads to a communication gap, diagnosis challenge and limited problem solving. Ultimately, this causes frustration and stress in both parties and oftentimes completely fails to resolve the issue.

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Building a Quality Monitoring Program That Drives Business Results

Posted by Emily Bolt on Thu, Mar 17, 2016

When it comes to designing and implementing a successful and sophisticated Quality Monitoring program, industry expert Deelee Freeman of Call Center Training Associates has it down to a science. By following the seven steps laid out below, you can ensure you have built a quality excellence program in your call center that drives business results.

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Topics: Training Services

Remove the Stress of Running a Contact Center with Managed Services

Posted by Joel Richardson on Fri, Mar 4, 2016

As an IT employee in the contact center, the stress of running contact center software can be interesting and challenging. Below are common examples of day to day stresses that can be avoided and eliminated through a managed services provider.

How many times have you received this email?

Dear IT Team,

I’m writing to remind you (again) that my supervisors still cannot perform their Quality Monitoring because there are no recordings since October.  This isn’t the first time that this has occurred and each time this occurs, I don’t have any metrics to report on.  I’m not going to accept this any longer and would like your team to put a plan together immediately to demonstrate that you have this under control and I won’t have to receive emails from my supervisors and managers that they can’t get their job done because of IT group.

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Topics: Managed Services

Why Do I Need Additional Intelligent Alarming/Monitoring in My Contact Center?

Posted by Aaron Renfroe on Fri, Feb 26, 2016

Application Uptime is more than a buzz phrase; it can represent the vital difference between success and failure, between a satisfied and unsatisfied customer, and between compliance and non-compliance. In a complex, interconnected systems, the effects of downtime have a cascading effect. One service failing in a single system can negatively impact systems throughout the ecosystem. In a call recording environment, a single obscure error could indicate systemic issues that lead to loss of calls, productivity, revenue, levied penalties in regulated environments, and more.

Contact Center infrastructure can represent a significant cost center for any business. Onsite equipment, maintenance, and staffing represent a substantial investment just to ensure the continuity of application uptime. In environments where monitoring applications are tied into Workforce Management and payroll, resource requirements are even higher.

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Topics: Global Monitor

Types of Cloud Contact Center Environments

Posted by Jeremy Powell on Thu, Feb 18, 2016

When it comes to contact center environments, long gone are the days when there was really only one option. Today, if you are a current Workforce Optimization user, your environment could be upgraded on-premise, in a private cloud or in a multi-tenant SaaS environment. So what is the difference between these options and what makes one better than the other. In today’s post we are going to walk through the different types of cloud contact center environments and the pros and cons of each.

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Topics: Cloud Workforce Optimization

What is the Most Important Contact Center Software Application?

Posted by Lane Winward on Fri, Feb 5, 2016

"If I could get one application to help my contact center, what should it be? Out of all the contact center software applications, which is the most important?" While there may be a viable argument for just about every application in the Workforce Optimization (WFO) suite, the truth is, there is not one that is the most important. By using each application together as a complete set, contact centers maximize efficiency, understand their customer’s pain points and see the ROI that a WFO solution can produce.

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Topics: Workforce Optimization

9 Ways to Reduce Churn in Your Contact Center

Posted by CJ Silva on Thu, Jan 28, 2016

This post originally appeared on the Call Center Weekly blog.

Contact centers are notorious for high churn rates which are not only inconvenient but expensive for companies. The average contact center has an annual churn rate as high as 40%. It is estimated that the total cost of replacing an employee is between $10,000 to $15,000.

The huge churn rate coupled with the high cost of replacement mean it’s well worth it to invest in strategies which will help lower your company’s churn rate. Here are 9 ways you can diminish churn at your contact center:

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Topics: Contact Center

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