Contact Center Optimization: How Do I Know What I Need?

Posted by Nicole Dunham on Thu, Sep 29, 2016

 Contact center managers are responsible for providing superior customer service to all customers. Almost every day, managers review their agents’ performance to determine if they are reaching their customer service level expectations and contact center optimization. If not, contact center managers are left asking many questions. Are my agents in need of additional training to reach our optimal level of customer service care? Or are there areas of improvement within my contact center environment not related to my agents? How can I best reach full contact center optimization?

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Topics: Contact Center Services, Consulting Services

Why You Need PCI Compliance in the Contact Center

Posted by Brian Lareau on Thu, Sep 15, 2016

As new technologies emerge, credit card information protection has been a concern for companies around the world. Nowadays, customers frequently purchase items online with a credit card or call into their contact center to pay by phone as opposed to other payment methods. Companies must ensure their customer’s credit card information stays safe and are forced to implement security standards such as PCI (Payment Card Industry) Compliance.

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Topics: Contact Center Solutions, Cloud Capabilities

Top 6 Workforce Management Challenges

Posted by Nicole Dunham on Tue, Aug 30, 2016

Managing a workforce is a difficult task. Brad Justice, Senior Application Consultant with Adtech Global, hosted a consulting webinar last week to uncover the Top 6 Workforce Management challenges in the contact center and a few solutions to overcome each.

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Topics: Workforce Optimization, Consulting Services

Part 5: 5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Wed, Jul 13, 2016

In our last installment we will learn the final key to successfully transform customer experience data into actionable insights. We have previously learned the first, second, third and fourth keys from Verint’s Brian Koma, VP & Customer Experience, and Sean Mahoney, CCXP.

We have previously learned about an effective data collection process and analysis. For the final key we will focus on turning your customer experience data analysis into actionable insights.

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

Part 4: 5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Thu, Jul 7, 2016

Over the past few weeks we have learned the first, second and third keys to successfully transform customer experience data into actionable insights. Now, it’s now time to learn the fourth key.

In the second and third blog we learned more about developing an effective data collection process. Once you have developed a
standard for your data collection process you can start gathering data. Read on to determine what to do now that you have collected data.

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

Part 3: 5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Mon, Jun 27, 2016

In our past two blog posts we learned the first and second of five keys to successfully transform customer experience data into actionable insights. Now we will focus on the third key.

For today’s key, it is important keep your team in mind. Create a team that can assist in your customer experience program from top to bottom, including agents and those who assist customers one-on-one, to stakeholders that can help shape and define your customer experience process. 

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

Part 2: 5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Wed, Jun 22, 2016

In last week’s blog we learned about the first of 5 keys to successfully transform customer experience data into actionable insights. In today’s blog, we will review the second key.

Last week we recommended you review your current data and data collection process, but today we will focus more closely on data collection processes. It is important to remember that without an efficient data collection process you might collect data that isn’t relevant or qualified, which will affect your ability to develop actionable insights.

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Fri, Jun 17, 2016

On Tuesday, June 14th Verint’s Brian Koma, VP & Customer Experience and Sean Mahoney, CCXP, hosted a webinar on how companies can better utilize their customer experience data for actionable insights. What exactly does that mean though? In simpler terms, it is important to understand your customer’s experience through data they provide to allow you to make improvements to provide a better experience.

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

Tips for a Successful Workforce Optimization Software Implementation

Posted by Travis Coates on Tue, May 31, 2016

In a previous blog post, we discussed the steps of a successful Workforce Optimization software implementation. That post focused on the specific milestone structure companies employ to achieve an on-time and on-budget Workforce Optimization software implementation. In this post, we will address what customer’s need to know and or do in order to prepare for a successful implementation. Simply, what a successful implementation boils down to is:

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Topics: Implementation Services

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: Customer Analytics