Old technology, such as PSTN (public switched telephone network), connected to your premise system and carried analog voice data over dedicated circuits. This severely limited the reach and accessibility of your business and your employees since connecting to a hard line was a requirement. In other words, your contact center and all of its employees had to be located in one place. Now, through Internet telephony (or VoIP systems), contact centers are commonly turning to the cloud (or a hosted environment) to overcome many of these accessibility challenges.
Best practices to help you glean data from the voices of your customers (literally)
Your customers are talking, but are you listening? In an ever-changing technology landscape, one thing remains constant: what your customers are saying matters. Through Speech Analytics, Text Analytics, Feedback Management and Customer Feedback, contact center software companies have worked to create the perfect solution to help companies like you listen to what your customers are saying through the Voice of the Customer.
Topics: Voice of the Customer
The call center serves as the touch point between your customers and, for many businesses, this is the only opportunity to interact with customers after the initial purchase interaction. During these calls, customers often give invaluable insight into products, services, competition and the market in general. Essentially, call center interactions through Speech Analytics are a virtual confessional where the caller gives a practically unfiltered opinion that can bring light to the unique opportunities for improvement and advancement within the company; opportunities that can only be understood from the aggregation of feedback from customers.
Topics: Speech Analytics
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 system, 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.
According to Search CRM, average handle time is a call center metric for the average duration of a customer’s call, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.
The reduction of average call handle time results in savings on operational costs and provides the ability to service more customers with the same amount of resources, making it an extremely desirable goal in the call center.
As a first time participant at INBOUND, an annual conference produced by the marketing software provider, HubSpot, I attended the keynote speech by Dharmesh Shah, the Chief Technology Officer and Co-founder of HubSpot.
Dharmesh opened by asking, “What’s the one thing we all have in common? We all want to grow.” We do all want to grow, but Dharmesh also said that, in today’s world, “it takes more than just growth to be a successful company.”
Contact centers have always been bound by rules and regulations when it comes to consumer rights and privacy. The most prevalent regulation that contact centers must comply with is the Payment Card Industry Data Security Standard (PCI DSS). So what is PCI compliance, and as a contact center should you worry about contact center compliance? As a consumer touch point, contact centers must be PCI compliant by processing credit card information in a secure environment so customer information is stored and secured properly.
Is high call volume driving up costs in your contact center? Are you lacking enough agents to handle the number of calls coming in?
If you answered yes to either one of these questions, you are not alone. In order to solve the challenges surrounding call volume, predicting trends in call patterns and providing issue resolution, contact centers often turn to Workforce Optimization (WFO) software solutions to dig into customer interactions to provide actionable intelligence.
A common misconception in our industry is that the majority of call centers are located across seas and are lacking presence in the United States. It is true, however, that for years companies have shipped call center jobs to countries like India and the Philippines in order to save on operating costs. The truth is that moving call centers offshore won’t save you any more money than you would be spending in the United States. In fact, it is 15% less expensive to keep your call center in the country you are operating in.
Joe Halloran is the VP, Business Development for Adtech Global
The full suite of Verint’s Workforce Optimization applications have major benefits for contact centers: maintaining efficient and consistent customer service interactions, decreasing call length and call volume, increasing positive customer service levels and so much more. Even better, though, is that customers now have the opportunity to reap the traditional benefits of WFO along with the numerous benefits a cloud environment provides. So why are companies moving their contact center applications to the cloud?