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Workforce Management – Creating Schedules for Your Contact Center

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In any industry, you want to ensure your employees are happy. In the contact center, you want to make sure your employees and customers are happy. It is extremely important to have proper coverage at every hour to meet customer service needs, which in turn means that some agents will get a less than ideal work schedule. When learning how to use Workforce Management software for scheduling, it is important to remember who you are scheduling…people. Workforce Management software can be used to create the most accommodating schedules for your agents while providing the best outcome for your organization and contact center.

The Customer Experience Ecosystem

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How to drive differentiation through contact center software 

We’re not loyal to what satisfies us, we are loyal to what we love. If you ask your average customer why they love your organization what would they say? In order to create the perfect customer experience, you can invest in contact center software to drill down into customer interactions to drive differentiation and increase customer retention.

Top 3 Reasons Why You Should Use Speech Analytics

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Speech Analytics has become one of hottest applications in the contact center industry today. Not only does it give you the ability to glean insights into your contact center to enhance customer service levels, it also enables you to save hundreds of thousands of dollars on operational costs and discover the root cause of customer service calls in the first place.

Four Pillars of a Successful VoC Program

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Over the past few years, Voice of the Customer (VoC) analytics programs have changed dramatically to help organizations adapt to the shift in customer interactions. Through applications like Speech and Text Analytics, you can build a VoC program that connects with your customers through multiple channels by listening, gathering and using that information in a timely matter to improve customer interactions.

What Has More Impact - Improving Processes or People?

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Republished from the Verint InTouch Blog dated June 23, 2014, with permission by the author, Mary Lou Joseph, Senior Marketing Manager, Verint Systems.

Recently, I was speaking to a customer about their enterprise-wide operational excellence improvement initiative. They broke down their approach into three phases:

Speech Analytics - Is the SMB Market Finally Ready?

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As an exhibitor at the 15th annual Call Center Week tradeshow in Las Vegas last week, Adtech Global was proud to exhibit with our newest cloud partner, 3CLogic. Call Center Week was full of various industry trends and insights, but there was a buzz and interest in Speech Analytics within the small/ medium business (SMB) space. Speech Analytics, a historically high-investment solution, hasn’t always peaked the interest of SMBs because of its reputation as a solution requiring resources, time and a large upfront investment.  However, with the introduction of Speech Analytics as a cloud solution, that isn’t the case anymore. 

How Workforce Optimization Leverages Actionable Insight

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As a master distributor and professional services provider for the Verint Workforce Optimization (WFO) solution, Adtech Global sponsors and exhibits at the Verint Driving Innovation Conference each year.

If You Don’t See the Value in a Project Manager, You Will Now

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The hidden value a contact center project manager has on your Workforce Optimization implementation.

The road to a successful Workforce Optimization (WFO) implementation is paved by a step-by-step methodology followed by an experienced team. But what happens when you don’t have a project manager to follow that methodology or manage the day-to-day operations of your WFO implementation?

Need a Refresher?

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How refresher training can increase customer service levels and ROI in your contact center.

Contact centers have one of the highest turnover rates of any industry. High turnover rates in the contact center not only cost companies thousands of dollars each year, but put a strain on management to properly train new staff in an appropriate timeframe and maintain customer service levels.

The Megaphone of the Voice of the Customer

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How to retain your existing customer base through Speech Analytics

Do you ever wonder what your customers are thinking? Or, maybe you’re unsure how to turn your customer recordings into actionable insight without listening to EVERY call? According to Inc., if a business can retain all of its customers for four months, they can create double-digit growth without adding a single customer.

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