The Need for Intelligent Alarming as a Solution and a Service

Posted by Mike Schorr on Wed, Jul 1, 2015

In a complex, interconnected solution such as Workforce Optimization, downtime can have a cascading effect. One single service failing can negatively impact the entire ecosystem. Specifically in a call recording environment, a single obscure error may indicate systemic issues that could lead to loss of calls, productivity, and revenue. This could then result in levied penalties in regulated environments, and more. All of these things have created the need for intelligent alarming, both as a solution and a service.

Even basic deployments of Workforce Optimization software come with a myriad of potential failure points, some more obscure than others.  Application Uptime, one of the most important things that should be monitored, is more than a buzz phrase; it can represent the vital difference between being in compliance or out of compliance and having satisfied and unsatisfied customers.

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Topics: Managed Services

Master Exceptions with Intradiem Real-Time Adherence

Posted by Nik Moissiadis on Fri, Jun 19, 2015

Typically, when we delve into subjects like contact center operations, efficiency and occupancy, we tend to focus on the agent.  This makes sense, since agents represent the overwhelming majority of personnel in the contact center, as well as the reason companies invest in sizable investments in business tools and automation, such as Workforce Optimization software.  These are the people on the front lines, addressing customer requests, wishes and demands, ultimately contributing to the company’s image in the marketplace. 

However, the availability, responsiveness, skill and knowledge of the agent depends on master schedules published by those responsible for the Workforce Management (WFM) application. Today, inefficiently, adherence to those schedules is managed manually. This means that companies continue to invest in valuable resources, including supervisory and management personnel to ensure they are meeting their real-time adherence goals (an internal metric) instead of refocusing such resources in customer-facing engagements or other key functions

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Topics: Contact Center Solutions

Debunking Common Myths About Cloud-based WFO

Posted by Jeremy Powell on Thu, Jun 11, 2015

“If someone asks me what cloud computing is, I try not to get bogged down with definitions. I tell them that, simply put, cloud computing is a better way to run your business” says Marc Benioff, CEO of Salesforce.com. While many people probably agree with Mr. Benioff, there are others out there who aren’t so sure about the cloud and the role it could take in the way they do business. The contact center space is no exception. As companies contemplate the move from premise to cloud-based Workforce Optimization solutions, many myths skew their judgment. These myths were the topic of Adtech Global’s speaking session this week at Engage 2015, Verint’s Global Customer Conference.

Myth 1: Cloud-based WFO is not as reliable as premise based WFO. It is hard to trust in what you cannot see. That is human nature, but by no means is cloud-based WFO less reliable than premise based WFO. Our cloud-based WFO solution, StratxTM, has 99.999% uptime, N+N redundancy, a virtual appliance on the customer site, geographically redundant data centers, and expert real-time monitoring of the platform.

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Topics: Cloud Workforce Optimization

Voice of the Customer Analytics (Infographic)

Posted by Verint on Fri, Jun 5, 2015

Customer experience is a journey that ultimately creates an important foundation for every business. The journey begins with building the customer’s knowledge and continues with creating business alignment and sustained value. Unfortunately, 86% of surveyed respondents in a Forrester Research study said their companies don’t actually expect to get much value from a Customer Experience strategy.

Multiple factors can play a part in this.  Only 40% of surveyed respondents collect descriptive data that could help explain why customers perceived interactions the way they did, only 34% said that their companies review customer experience metrics regularly, and only 60% said that they consistently gather feedback from customers about their interactions. Also, only 35% of surveyed firms consistently follow a process for designing customer experience. Overall, customer experience can help your business optimize the service experience by identifying operational processes to improve.

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Topics: Contact Center Services

Be Mindful of Marketing

Posted by Scott Bakken on Fri, May 29, 2015

(This article was originally posted in the February 2015 issue of Contact Center Pipeline.)

In the days before speech analytics, marketing intelligence could be hard to come by. According to Jim Linkhauer, now a speech analytics consultant for Adtech Global, a provider of contact center services, the most effective data extraction tool was a box of Krispy Kremes. “When I was an operations manager,” Linkhauer recalls, “I would have to walk down the middle of the call center with a box of doughnuts to get agents to tell me anything about what customers were saying about the product we were selling.”

After his company implemented a speech tool, Linkhauer combed through analytics results during a national product launch and gleaned insights about everything from the effectiveness of the ad campaign to competitive offers to customer complaints. Linkhauer began sending the marketing team nuggets of information on a daily basis to aid and support their strategic decisions. “Listening to what the voice of the customer was telling us about the product we were launching was invaluable,” Linkhauer says. “Data like ‘5 percent of callers are signing up long-term’ and ‘how often callers bring up names of specific competitors when the new product is mentioned’ would end up on the CEO’s desk and he’d say, ‘This is awesome! What else can you tell me?’”

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Harvesting Agent Idle Time on an Intraday Basis

Posted by Nik Moissiadis on Fri, May 22, 2015

In our previous post, “Increasing the Profitability of the Contact Center,” we explored at a high level HOW to transform your contact center from costing money to making money. The two tangible ways to accomplish this, are in regards to the way that managers/supervisors and agents should optimally be spending their time. In this post, we are going to focus on the agent. 

Every month, the average agent accrues 7 hours of idle time. This time, if dynamically identified, harvested and optimized on an intraday basis, could easily be used to align contact center goals of advancing agent development and improving customer success. The link between agent development and the customer experience is the key to customer service success, however getting there can be challenging. But do not fear, you can “seize the day” with Intradiem Task Management. 

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Topics: Contact Center Solutions

3 Trends to Improve Customer Service in the Connected World

Posted by Emily Rudman on Thu, May 7, 2015

It is no secret that in today’s world, people are more connected than ever. It is also no secret that the customer experience is of the utmost importance for any business. But today’s challenge is, how do we approach customer service in this connected world and what solutions and changes need to be put in place?

This week, Adtech Global attended and exhibited at the ICMI Contact Center Expo & Conference in Orlando, Florida. The 1500+ attendee event kicked off with a welcome by Mark Bloom of Salesforce.com. He created a vision for the show by exploring the topic of improving and adapting customer service initiatives in the connected world through three industry trends.

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Increasing the Profitability of the Contact Center

Posted by Nik Moissiadis on Fri, Apr 24, 2015

Historically, contact centers have been an area that is viewed by the business as a cost center – a department that is not necessarily contributing to a company’s profits. However, times are changing. A contact center is now becoming the face of the company and the prevailing catalyst that strengthens the relationship between the customer and company, thus increasing the customer lifetime value. In our previous blog post titled “Contact Centers: Cost Centers or Profit Centers?,” we delved into this topic in depth, discussing the benefits of transforming contact centers into areas that are a tangible asset to the company.  After reading the previous post, you may be convinced of the importance of doing so, but may be wondering HOW? How does one move beyond the traditional mentality of looking at their contact center operations as a “need to have” and instead develop them into a valuable tool for increasing what shareholders value most - the bottom line?


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Topics: Contact Center Services

Workforce Optimization in the Cloud: What's the ROI?

Posted by Haley Partus on Fri, Apr 17, 2015

Have you ever stopped to consider what it would cost to move your contact center software to the cloud?  Or have you ever wondered if cloud implementations and ongoing costs associated with the cloud really are cheaper than an on-premise WFO solution?

Choosing to move your contact center software to the cloud is a tough decision. While most organizations wait until their current Workforce Optimization (WFO) solution goes end of life or until hardware and/or software has fully depreciated, many businesses don’t realize or take advantage of, the potential return on investment (ROI) a cloud-based solution can offer to organizations of all sizes. A cloud WFO solution, from 50 to 1,000 seats, can be maintained approximately 30% less than a premise based solution.

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Topics: Cloud Workforce Optimization

Intelligent Alarming as a Lifeline for Contact Center Software

Posted by Aaron Renfroe on Fri, Apr 10, 2015

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.

Contact Center infrastructure can represent a significant cost center for any business. Onsite equipment, maintenance, and staffing represent a substantial investment just to ensure the continuity of application uptime. In environments where monitoring applications are tied into workforce management and payroll, resource requirements are even higher. Unfortunately, even basic deployments of Workforce Optimization software come with a myriad of failure points, some more obscure than others. This has led to an increasing need for intelligent alarming, both as a solution and a service.

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Topics: Managed Services

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