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

Are You Forecasting & Scheduling for Multichannel Support?

Posted by Tiffany Etter on Fri, Aug 8, 2014

After an initial investment in multichannel contact center applications, managing your workforce by forecasting and scheduling appropriately becomes even more important. Now basic phone etiquette and using minimal modes of communication to interact with customers are not the only skills your agents need. Instead, your agents must be able to type, use proper spelling and grammar and use multiple mediums of communication in addition to maintaining their basic phone skills.

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Topics: Hosted Solutions, Workforce Management

Don't Just Experience...Engage

Posted by Ryan Hollenbeck on Fri, Aug 1, 2014

Republished from the Verint InTouch Blog dated July 31, 2014, with permission by the author, Ryan Hollenbeck, Senior Vice President, Global Marketing Verint Systems.

Positive customer experiences don’t just happen—they take work. Moreover, customer expectations are through the roof. When their experiences are less than positive, the world often hears about it. Poor experiences have more significant consequences than they used to.

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Topics: Verint, Workforce Optimization

Workforce Management – Creating Schedules for Your Contact Center

Posted by Mark Blount on Fri, Jul 25, 2014

In any industry, you want to ensure your employees are happy. In the contact center, you want to make sure your employees and customers are happy. It is extremely important to have proper coverage at every hour to meet customer service needs, which in turn means that some agents will get a less than ideal work schedule. When learning how to use Workforce Management software for scheduling, it is important to remember who you are scheduling…people. Workforce Management software can be used to create the most accommodating schedules for your agents while providing the best outcome for your organization and contact center.

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Topics: Contact Center Solutions, Workforce Management

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