Hear the “Voice” in the Voice of the Customer

Posted by Andrew Garza on Fri, Oct 17, 2014

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.

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Topics: Voice of the Customer

Discovering the ROI of Speech Analytics

Posted by Jim Linkhauer on Wed, Oct 8, 2014

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.

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Topics: Speech Analytics

Preventing Catastrophe in the Contact Center

Posted by Aaron Renfroe on Fri, Oct 3, 2014

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.

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Tips to Reduce Average Call Handle Time

Posted by Bill Findlay on Fri, Sep 26, 2014

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.

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Lessons About Customer Service Impact From Inbound 2014

Posted by Haley Partus on Thu, Sep 18, 2014

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.” 

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Workforce Optimization and Contact Center Compliance

Posted by Mike Schorr on Wed, Sep 10, 2014

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.

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How to Reduce Call Volume in Your Contact Center

Posted by Bill Joyner on Thu, Sep 4, 2014

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.

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Topics: Contact Center Solutions, Verint, Workforce Optimization

The Misconception of Offshore Call Centers

Posted by Louis McNinch on Fri, Aug 29, 2014

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.

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Topics: Contact Center Solutions, Workforce Optimization

Why You Should Care About the Full Verint WFO Suite Being Offered in the Cloud

Posted by Joe Halloran on Fri, Aug 22, 2014

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?

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Topics: Managed Services, Cloud Workforce Optimization

Cloud Maneuvers

Posted by Jeremy Powell on Fri, Aug 15, 2014

Jeremy Powell is the VP of Information Systems for Adtech Global

“If you can’t measure it, you can’t improve it.” Sage wisdom from the ever thought provoking management consultant, educator and author, Peter Drucker. Few business leaders have remained so relevant for so long as Mr. Drucker…

When I read articles that focus on the interest of the transition to the cloud, I find myself attempting to fully understand the root cause of this increasing trend:

Is the cloud truly better?

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Topics: Contact Center Solutions, Managed Services, Cloud Workforce Optimization

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