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 impact profitability. According to the Society of Workforce Planning Professionals, a forecast should be your best estimate of future results based on observations from the past.
Working in the contact center software industry, I understand the value of good customer service, specifically, the role that contact center software plays when improving your customer retention and satisfaction. Throughout my 17 years in the WFO consulting industry, I have consistently seen customer service initiatives getting pushed to the side as contact centers get distracted with meeting numeric goals. Not to say that these numeric goals are not important, because they are.
Misconceptions abound about the logistics and requirements of speech analytics (SA), even in the minds of those who are currently using the technology. Without the assistance of a professional services organization, the learning curve may be steep and confusing. The sooner you move beyond these six common myths, the sooner you’ll see a significant improvement in your operational efficiency and profitability.
As the Black Friday shopping frenzy begins, the debate continues on whether or not stores should be opened on the Eve of 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 some, Black Friday starting early can be seen as commercialism taking over the holiday season.
It’s hard to believe that while companies spend thousands, and even millions, on customer service initiatives, only about1% of customer interaction calls are being monitored or evaluated in the contact center. To glean the valuable insight from these calls in order to gain actionable business intelligence, Speech Analytics solutions have become one of the “hottest” topics in the contact center today.
This week, Adtech Global had the opportunity to exhibit at ICMI’s Contact Center Demo in Chicago, Illinois. ICMI inspires top contact center leaders to help accomplish the highest standards for positive customer experiences through contact center software and solutions. A Senior Analyst at ICMI, Justin Robbins, did just that when he spoke on the top challenges in the contact center.
When moving your contact center solution to the cloud, security becomes one of the biggest concerns for businesses. However, the question of security does not lie in whether or not the installation is cloud-based or premise, but rather in the individual cloud provider and their data center security. Businesses should be asking about the provider’s policies and procedures, certifications, physical security of the hosting environment, encryption and network design. If these processes adhere to the proper standards, the security of cloud solutions is often times more secure than premise-based.
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