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

The 5 Best Contact Center Software Blogs of 2015

Posted by Emily Bolt on Wed, Jan 20, 2016

Does your organization have or need a contact center? You could spend hours browsing the Internet searching for best practices, frequently asked questions and software solutions for your contact center. Look no further; we’ve compiled five of our most popular blog posts from 2015 that can act as a point of reference for a wide variety of topics such as Speech Analytics, application monitoring tools and cloud-based WFO.

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Topics: Contact Center

What does a Speech Analytics Analyst do?

Posted by Jim Linkhauer on Thu, Jan 7, 2016

You just bought speech analytics software but now what?

Remember in the demo when the sales person told you how you can listen to the right calls the first time? But who is actually going to be listening and analyzing those calls? Oftentimes, contact center management will invest in a Speech Analytics Analyst.

Let’s walk through a high level overview of what your Speech Analytics Analyst will do with the speech software and how he/she will find the ROI you are banking on to pay for this amazing “add-on.”

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Topics: Speech Analytics

Ringing in the New Year: An Adtech Global Company Update

Posted by Ric Gray on Tue, Dec 29, 2015

As 2015 comes to a close and we ring in the New Year, we can reflect on how Adtech Global has progressed over this past year. 2015 was a year spent establishing ourselves as the contact center experts through the development and enhancements of our solutions and services offerings. As we approach 2016, let's take a moment to look back on the highlights from 2015.

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Topics: Adtech Global News

Call Recording Migration: What Are My Options?

Posted by Nik Moissiadis on Fri, Dec 18, 2015

Whether you 1) are upgrading to the latest version of a voice recording platform, 2) your company has recently gone through acquisitions and now maintains several different platforms/versions, or 3) are considering switching platforms altogether, the same underlying question remains: What should be done with the call recordings that reside in your legacy platform(s)?

Each company is unique, and in turn all have different factors to consider in regards to this predicament. However, when it comes to the available options, there are really only three.

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Topics: Contact Center Solutions

Why Workforce Management is Important During the Holidays

Posted by Tyson Kaiser on Thu, Dec 10, 2015

Every day, workforce professionals face the challenge of balancing service levels and labor costs. This is especially true in today’s economic environment where inaccurate forecasts can lead to poor scheduling which dramatically impacts profitability and the bottom line.

When forecasting and scheduling this holiday season, it is important to remember the large amount of money spent during this time of year. The average American will spend $700 on holiday gifts and goodies this year, totaling more than $465 billion, the National Retail Federation estimates.

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Topics: Workforce Management

Is Your Contact Center Prepared for Black Friday and Cyber Monday?

Posted by Haley Partus on Mon, Nov 23, 2015

As the Black Friday and Cyber Monday shopping frenzies begins, the debate continues on whether or not stores should be opened on Thanksgiving, with some stores opening their doors as early as 5pm on Thanksgiving. The shopping, countless bargains and doorbusters have become traditions in families across the states, but to many, Black Friday starting early is seen as commercialism taking over the holiday season.

As American consumers demand more, businesses have no choice but to keep up with those demands – and that includes proper customer service.

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Topics: Contact Center

Supercharging Your WFM with Intraday Automation

Posted by Bob Fletcher on Thu, Nov 19, 2015

(This article was originally posted on The Real-Time Frontline blog)

With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday automation and workforce management. Most think that intraday automation is just another workforce management product. It isn’t. Intraday automation is designed to enhance WFM systems and fill in the missing gaps, using valuable data from your WFM in conjunction with user-defined rules to automate workforce actions.

In order to fully understand what makes intraday automation different than WFM, you first have to understand what WFM really is.

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Topics: Workforce Management

Cloud-based Services vs. On-premise: It's About More Than Just Dollars

Posted by Nicholas Lee on Wed, Nov 4, 2015

(This article was originally posted on CloudTweaks on October 22, 2015)

The surface costs might give you pause, but the cost of diminishing your differentiators is far greater.

Will a shift to the cloud save you money? Potential savings are historically the main business driver cited when companies move to the cloud, but it shouldn’t be viewed as a cost-saving exercise. There are many other compelling reasons to make the move, perhaps most importantly agility and scalability. A better question might be – will shifting to the cloud improve your business or differentiated value?

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Topics: Cloud Workforce Optimization

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