How to Create a Positive and Profitable Call Center CultureKnowlagent
A positive call center environment is critical to a company’s success or failure in the eyes of its customers and its bottom line. Knowing how to leverage call center talent to create a positive atmosphere will ultimately increase agent productivity and performance.
This document discusses quality assurance in healthcare. It defines quality and quality assurance, and lists their objectives. Quality is defined as the degree to which health services increase desired health outcomes consistent with current knowledge. Quality assurance aims to continuously evaluate healthcare services and their impact. The key objectives of quality assurance are to ensure quality patient care and demonstrate provider efforts to achieve best results. It also outlines various models, components, principles, approaches, factors, barriers, and the nurse's role in quality assurance.
Breaking Call Center Rules: Find Time to Wow CustomersKnowlagent
Knowlagent and Ventana Research shares insights into new research about key operational metrics, including idle time. View these slides to learn which call center rules can be broken in order to provide superior customer service.
Mobile and social media - Brent Leary - Atlanta tourRamon Ray
The document discusses key business challenges for small businesses (SBs) and the benefits of using integrated collaboration platforms. It finds that SBs' top challenges are attracting new customers, growing revenue, maintaining profitability, and improving cash flow. The top 3 benefits SBs expect from collaboration platforms are saving money and time, reducing paper processes, and easier access to accurate information. This makes it essential for collaboration solutions to address these priority areas of attracting customers, revenue, and profitability.
The survey of 212 US-based Salesforce admins in November 2012 found that:
- Nearly half (47%) support between 50-1,000 users and 38% have used Salesforce for over 2 years.
- 59% report using Salesforce over 5 hours a day and most work 40-45 hours per week.
- Nearly half (47%) feel they have strong influence over some IT decisions.
- The majority feel appreciated for their work but 68% are yet to be certified.
- Most admins see themselves as smart, hardworking leaders and prefer LinkedIn for social media.
This document provides a summary of call data and insights from Office Response's call handling of insurance sector clients. Some key findings include that 20% of inbound calls fall outside typical business hours, 26% of out of hours calls were for new policies, and phone enquiries are over 40% more likely to convert than online forms. The document also provides recommendations and case studies on using call handling to improve customer engagement and sales.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
This document contains information from an IT services sector report on call handling and response times. Key findings include that 24% of inbound calls fall outside standard business hours, 37% of web form inquiries receive a response within 60 minutes, and the likelihood of contacting a sales lead increases substantially the sooner the lead is called back. It also provides statistics on voicemail usage, the cost savings and efficiency of outsourcing call handling, and a case study and testimonials about a company that outsources its 24/7 support to Office Response.
How to Create a Positive and Profitable Call Center CultureKnowlagent
A positive call center environment is critical to a company’s success or failure in the eyes of its customers and its bottom line. Knowing how to leverage call center talent to create a positive atmosphere will ultimately increase agent productivity and performance.
This document discusses quality assurance in healthcare. It defines quality and quality assurance, and lists their objectives. Quality is defined as the degree to which health services increase desired health outcomes consistent with current knowledge. Quality assurance aims to continuously evaluate healthcare services and their impact. The key objectives of quality assurance are to ensure quality patient care and demonstrate provider efforts to achieve best results. It also outlines various models, components, principles, approaches, factors, barriers, and the nurse's role in quality assurance.
Breaking Call Center Rules: Find Time to Wow CustomersKnowlagent
Knowlagent and Ventana Research shares insights into new research about key operational metrics, including idle time. View these slides to learn which call center rules can be broken in order to provide superior customer service.
Mobile and social media - Brent Leary - Atlanta tourRamon Ray
The document discusses key business challenges for small businesses (SBs) and the benefits of using integrated collaboration platforms. It finds that SBs' top challenges are attracting new customers, growing revenue, maintaining profitability, and improving cash flow. The top 3 benefits SBs expect from collaboration platforms are saving money and time, reducing paper processes, and easier access to accurate information. This makes it essential for collaboration solutions to address these priority areas of attracting customers, revenue, and profitability.
The survey of 212 US-based Salesforce admins in November 2012 found that:
- Nearly half (47%) support between 50-1,000 users and 38% have used Salesforce for over 2 years.
- 59% report using Salesforce over 5 hours a day and most work 40-45 hours per week.
- Nearly half (47%) feel they have strong influence over some IT decisions.
- The majority feel appreciated for their work but 68% are yet to be certified.
- Most admins see themselves as smart, hardworking leaders and prefer LinkedIn for social media.
This document provides a summary of call data and insights from Office Response's call handling of insurance sector clients. Some key findings include that 20% of inbound calls fall outside typical business hours, 26% of out of hours calls were for new policies, and phone enquiries are over 40% more likely to convert than online forms. The document also provides recommendations and case studies on using call handling to improve customer engagement and sales.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
This document contains information from an IT services sector report on call handling and response times. Key findings include that 24% of inbound calls fall outside standard business hours, 37% of web form inquiries receive a response within 60 minutes, and the likelihood of contacting a sales lead increases substantially the sooner the lead is called back. It also provides statistics on voicemail usage, the cost savings and efficiency of outsourcing call handling, and a case study and testimonials about a company that outsources its 24/7 support to Office Response.
Rethinking profitable growth - the productivity imperative for foreign multin...EY
After China's decade of economic boom, companies in the nation now need to boost productivity to stay competitive. What must they do to succeed?
http://www.ey.com/CN/en/Services/Advisory/China-productivity-imperative
Our Growing Beyond program explores opportunities across expanding into new markets, finding new ways to innovate & implementing new approaches to talent.
www.ey.com/growingbeyond
Systems Administrators UK Survey ResultsSolarWinds
A survey of 400 UK-based systems administrators found that:
1) They enjoy solving problems and helping users the most about their jobs, but feel pressures of increased workload and responsibilities with too little pay and budget.
2) Most find their jobs at least somewhat enjoyable and appreciated by their employers, though less than 20% feel highly satisfied.
3) In their free time, many enjoy activities like surfing the web, video games, and outdoor activities to relax after long work weeks that often exceed 40 hours.
The internship project aimed to address inefficiencies in patient scheduling at Peppertree Family Medicine. Through a literature review and patient survey, the intern identified barriers to timely appointments. Preliminary survey results showed room for improvement in several areas of the phone system and scheduling process. The intern will analyze the full survey results and make recommendations to enhance access and patient satisfaction.
Survey Results: The consumerization of it from the end user’s perspectiveSymantec
More than ever, end users rely on smartphones to keep them connected both personally and professionally. As a result, enterprises now must support a wide variety of both enterprise- and employee-liable devices. Symantec recently conducted a small survey to learn more about end users’ experiences with and perspectives on this rapidly growing trend.
Financial Planning Best Practices and IBM Cognos TM1 DemonstrationSenturus
Learn about best practices for financial planning and analysis (FP&A) solutions that are independent of software platform. View the video recording and download this deck: http://www.senturus.com/resources/ibm-cognos-tm1-demo-and-financial-planning-best-practices/.
Senturus experts demonstrate use of IBM Cognos TM1, a high-performance enterprise planning software for budgeting, forecasting and analysis.
Senturus, a business analytics consulting firm, has a resource library with hundreds of free recorded webinars, trainings, demos and unbiased product reviews. Take a look and share them with your colleagues and friends: http://www.senturus.com/resources.
4 Ways Sales & Marketing Can Use Training to Drive RevenueSumTotal
This executive report discusses how sales and marketing teams can use training to drive revenue. It recommends streamlining training into consistent, online formats available anytime. Measuring who accesses training and how it impacts results. Targeting training based on skills, roles, purchase history to maximize impact. Simplifying training creation and management to reduce time spent on logistics. Providing ongoing training can help teams meet sales targets and improve customer retention and cross-selling.
Systems Administrators AUS Survey ResultsSolarWinds
A wide-ranging survey of Australia systems administrators that captures the rapidly evolving nature of the sysadmin role and their thoughts on life inside and outside of the workplace in October 2013.
In this presentation at the Social Media World Forum, Circle Research's Andrew Dalglish explores how B2B marketers are using social media to promote their businesses. Find out how many of your peers deploy social media, what channels they use and the challenges faced. The presentation also provides a benchmark of success on Twitter - how many followers and what Klout score is 'good' for a B2B organisation.
Today’s shoppers expect retailers to have the same or better information available whenever they interact with the brand — online, in-store or via a mobile device. In addition to product information, retailers are wise to have all relevant cross-channel customer information available and accessible. The truth is that 40% to 70% of shoppers already have researched their desired products online before going to the store. And, of the consumers who enter the store knowing what they want to buy, 50% leave empty-handed because they can’t find what they are looking for.
But when store associates are armed with mobile devices, they can personalize their interaction with customers by suggesting upsells and cross-sells; accessing product ratings and reviews; providing comparisons with other products, looking up inventory; and finally completing the transaction on-the-spot using mobile payment or processing a return.
Industry-leading retailers realize the importance of implementing mobile commerce. Starmount’s Mobile Selling Assistant, called Engage, currently is deployed in all Urban Outfitters, Anthropologie and Free People stores; and the device is also being piloted by several other nationally recognized retailers.
This webinar will provide answers to key questions on retailers’ minds as they plan to integrate mobile commerce in-store. A selection of those questions include:
How will mobile commerce affect store operations?
What infrastructure must be in place?
Will the mobile commerce system be secure?
What is the best way to communicate with customers going forward?
To learn more about the best strategies to implement mobile commerce, and hear real-world retailer success stories, click here to register for the upcoming webinar titled “The Roadmap To In-Store Mobile Commerce.”
SaaS executives are shifting business focus, our survey report reveals great dissatisfaction with common business metrics; customer-centric measurements sets the new standard.
iStrategy Melbourne - Customer Relevance: The Next Frontier for Competitive A...iStrategy
The volume and complexity of digital data today often paralyses companies. With so much to be observed and so many insights to be generated, where should strategic marketers start? According to Jason Juma-Ross, Accenture's Australian Interactive lead, success lies not in generating the 'best' answer, but in getting to a better answer faster than your competitors. Here, he explains how customer relevance, delivered at scale and speed, is the next frontier for competitive advantage.
This report analyzes the findings of our 2012 survey of small agencies on their digital marketing practices. For a full rundown of all 132 questions, see: https://www.newfangled.com/the_results_of_newfangleds_state_of_digital_marketing_for_small_agencies_survey
IBM Cognos - Få kontroll med ett CFO DashboardIBM Sverige
Få kontroll med ett CFO Dashboard - Lär dig mer om hur IBM Cognos lösning kan hjälpa ekonomichefen och den centrala ekonomifunktionen att få ökad insyn och kontroll inom Financial Management, Performance Management och Risk Management. Genom ett CFO Dashboard kan du länka ihop relevanta nyckeltal till kritiska transaktions- och beslutsstödsprocesser. Denna presentation hölls på IBM Cognos Performance 2010 av
Jenny Hellström-Boman, FPM Specialist, IBM
The document discusses research from a report by EasyAsk on how voice-enabled natural language solutions could improve workplace performance. Some key findings:
- Workers currently spend 30 minutes to over 2 hours per day searching multiple systems for answers, but often can't find the right information.
- Building new reports is difficult and workers usually have to wait 1-10 days to get reports from others.
- A majority would find a Siri-like voice assistant connecting all systems helpful.
- Most think such an assistant could add value to their company's revenue and profitability by making it easier to get answers.
One of the poisoned chalices that many finance departments have been tossed by their CEO or COO is to justify the extensive time being invested in social media - marketers being seen as having gone native. Based on a recent MPF survey into digital and social technologies:
Their primary purpose, according to both marketing and management, is raising profile, in effect advertising. However, advertising has always been recognized as far less relevant than other marketing tools for professional firms, so it is unlikely alone to justify the current level of investment.
Another purpose is fostering collaboration and interactions with clients and other audiences. However, this received a far lower priority, especially from marketing, with, for example, 50 percent of firms measuring online conversations but only 10 percent of practice group leaders receiving relevant KPI analytics.
A third purpose is obtaining new client instructions. Worryingly, this emerged as the preferred outcome for both marketing and management in spite of all the marketing textbooks telling us that measuring advertising by new work gained is misleading and dangerous.
The concern is that, unless the mismatch between purposes and outcomes is resolved through increased clarity, a train crash can be expected, with marketing being the victims. Under this scenario, how easy will it be to reclaim the territory surrendered to others in a zero-sum world?
Attendees will learn:
The most popular social media channels used by peer firms.
The need to clarify the purposes of using social media.
The limited role for formal training in improving digital expertise.
The need to share KPI analytics with practice leaders.
Ways to avoid a mismatch of outcomes and purposes.
Talent Management Trends in the Public Sector ReportElizabeth Lupfer
For the second year in a row, PeopleAdmin has created the Talent Management Trends in the Public Sector Report to help you benchmark your talent management practices with those of your peers. In this report, you’ll learn about talent trends unique to government agencies, and you’ll get the data you need to benchmark your progress against your peers. Original site: http://www.peopleadmin.com/government-ebook
The document discusses the role of the business analyst (BA). It provides statistics on BA demographics such as company size, industries, team sizes, and tools used. A typical BA's day involves activities like requirements gathering, facilitation, and modeling. Key challenges for BAs are vague requirements, unrealistic timelines, and finding time with business stakeholders. Best practices include identifying all perspectives, understanding impacts, considering alternatives, and maintaining traceability of requirements.
Hr Global Interviewing Study Results For Participantsjameshartmannzrg
1. The document discusses improving interviewing and feedback processes. Most companies involve 2-7 people on average in an interview process.
2. Obtaining consistent interview feedback and reporting remains a challenge for many companies, with only 10% having automated solutions.
3. The top areas identified for improvement were how companies source talent and conduct interviews. Providing hiring teams with interview guides and questions and gathering interview feedback were also identified as important areas to prioritize.
This document discusses developing project management maturity. It identifies typical business challenges such as limited risk management and lack of visibility. Project, program, and portfolio management also face challenges around resource forecasting, training, and establishing a consistent way of working. The document outlines a 5-level maturity model and key drivers to improve maturity like establishing a methodology, developing a PMO, using technology, and providing training. It analyzes survey results on maturity characteristics, processes, technology use, the PMO, and the future PMO. The goal is to understand true project performance and focus on developing maturity.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
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After China's decade of economic boom, companies in the nation now need to boost productivity to stay competitive. What must they do to succeed?
http://www.ey.com/CN/en/Services/Advisory/China-productivity-imperative
Our Growing Beyond program explores opportunities across expanding into new markets, finding new ways to innovate & implementing new approaches to talent.
www.ey.com/growingbeyond
Systems Administrators UK Survey ResultsSolarWinds
A survey of 400 UK-based systems administrators found that:
1) They enjoy solving problems and helping users the most about their jobs, but feel pressures of increased workload and responsibilities with too little pay and budget.
2) Most find their jobs at least somewhat enjoyable and appreciated by their employers, though less than 20% feel highly satisfied.
3) In their free time, many enjoy activities like surfing the web, video games, and outdoor activities to relax after long work weeks that often exceed 40 hours.
The internship project aimed to address inefficiencies in patient scheduling at Peppertree Family Medicine. Through a literature review and patient survey, the intern identified barriers to timely appointments. Preliminary survey results showed room for improvement in several areas of the phone system and scheduling process. The intern will analyze the full survey results and make recommendations to enhance access and patient satisfaction.
Survey Results: The consumerization of it from the end user’s perspectiveSymantec
More than ever, end users rely on smartphones to keep them connected both personally and professionally. As a result, enterprises now must support a wide variety of both enterprise- and employee-liable devices. Symantec recently conducted a small survey to learn more about end users’ experiences with and perspectives on this rapidly growing trend.
Financial Planning Best Practices and IBM Cognos TM1 DemonstrationSenturus
Learn about best practices for financial planning and analysis (FP&A) solutions that are independent of software platform. View the video recording and download this deck: http://www.senturus.com/resources/ibm-cognos-tm1-demo-and-financial-planning-best-practices/.
Senturus experts demonstrate use of IBM Cognos TM1, a high-performance enterprise planning software for budgeting, forecasting and analysis.
Senturus, a business analytics consulting firm, has a resource library with hundreds of free recorded webinars, trainings, demos and unbiased product reviews. Take a look and share them with your colleagues and friends: http://www.senturus.com/resources.
4 Ways Sales & Marketing Can Use Training to Drive RevenueSumTotal
This executive report discusses how sales and marketing teams can use training to drive revenue. It recommends streamlining training into consistent, online formats available anytime. Measuring who accesses training and how it impacts results. Targeting training based on skills, roles, purchase history to maximize impact. Simplifying training creation and management to reduce time spent on logistics. Providing ongoing training can help teams meet sales targets and improve customer retention and cross-selling.
Systems Administrators AUS Survey ResultsSolarWinds
A wide-ranging survey of Australia systems administrators that captures the rapidly evolving nature of the sysadmin role and their thoughts on life inside and outside of the workplace in October 2013.
In this presentation at the Social Media World Forum, Circle Research's Andrew Dalglish explores how B2B marketers are using social media to promote their businesses. Find out how many of your peers deploy social media, what channels they use and the challenges faced. The presentation also provides a benchmark of success on Twitter - how many followers and what Klout score is 'good' for a B2B organisation.
Today’s shoppers expect retailers to have the same or better information available whenever they interact with the brand — online, in-store or via a mobile device. In addition to product information, retailers are wise to have all relevant cross-channel customer information available and accessible. The truth is that 40% to 70% of shoppers already have researched their desired products online before going to the store. And, of the consumers who enter the store knowing what they want to buy, 50% leave empty-handed because they can’t find what they are looking for.
But when store associates are armed with mobile devices, they can personalize their interaction with customers by suggesting upsells and cross-sells; accessing product ratings and reviews; providing comparisons with other products, looking up inventory; and finally completing the transaction on-the-spot using mobile payment or processing a return.
Industry-leading retailers realize the importance of implementing mobile commerce. Starmount’s Mobile Selling Assistant, called Engage, currently is deployed in all Urban Outfitters, Anthropologie and Free People stores; and the device is also being piloted by several other nationally recognized retailers.
This webinar will provide answers to key questions on retailers’ minds as they plan to integrate mobile commerce in-store. A selection of those questions include:
How will mobile commerce affect store operations?
What infrastructure must be in place?
Will the mobile commerce system be secure?
What is the best way to communicate with customers going forward?
To learn more about the best strategies to implement mobile commerce, and hear real-world retailer success stories, click here to register for the upcoming webinar titled “The Roadmap To In-Store Mobile Commerce.”
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The volume and complexity of digital data today often paralyses companies. With so much to be observed and so many insights to be generated, where should strategic marketers start? According to Jason Juma-Ross, Accenture's Australian Interactive lead, success lies not in generating the 'best' answer, but in getting to a better answer faster than your competitors. Here, he explains how customer relevance, delivered at scale and speed, is the next frontier for competitive advantage.
This report analyzes the findings of our 2012 survey of small agencies on their digital marketing practices. For a full rundown of all 132 questions, see: https://www.newfangled.com/the_results_of_newfangleds_state_of_digital_marketing_for_small_agencies_survey
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Få kontroll med ett CFO Dashboard - Lär dig mer om hur IBM Cognos lösning kan hjälpa ekonomichefen och den centrala ekonomifunktionen att få ökad insyn och kontroll inom Financial Management, Performance Management och Risk Management. Genom ett CFO Dashboard kan du länka ihop relevanta nyckeltal till kritiska transaktions- och beslutsstödsprocesser. Denna presentation hölls på IBM Cognos Performance 2010 av
Jenny Hellström-Boman, FPM Specialist, IBM
The document discusses research from a report by EasyAsk on how voice-enabled natural language solutions could improve workplace performance. Some key findings:
- Workers currently spend 30 minutes to over 2 hours per day searching multiple systems for answers, but often can't find the right information.
- Building new reports is difficult and workers usually have to wait 1-10 days to get reports from others.
- A majority would find a Siri-like voice assistant connecting all systems helpful.
- Most think such an assistant could add value to their company's revenue and profitability by making it easier to get answers.
One of the poisoned chalices that many finance departments have been tossed by their CEO or COO is to justify the extensive time being invested in social media - marketers being seen as having gone native. Based on a recent MPF survey into digital and social technologies:
Their primary purpose, according to both marketing and management, is raising profile, in effect advertising. However, advertising has always been recognized as far less relevant than other marketing tools for professional firms, so it is unlikely alone to justify the current level of investment.
Another purpose is fostering collaboration and interactions with clients and other audiences. However, this received a far lower priority, especially from marketing, with, for example, 50 percent of firms measuring online conversations but only 10 percent of practice group leaders receiving relevant KPI analytics.
A third purpose is obtaining new client instructions. Worryingly, this emerged as the preferred outcome for both marketing and management in spite of all the marketing textbooks telling us that measuring advertising by new work gained is misleading and dangerous.
The concern is that, unless the mismatch between purposes and outcomes is resolved through increased clarity, a train crash can be expected, with marketing being the victims. Under this scenario, how easy will it be to reclaim the territory surrendered to others in a zero-sum world?
Attendees will learn:
The most popular social media channels used by peer firms.
The need to clarify the purposes of using social media.
The limited role for formal training in improving digital expertise.
The need to share KPI analytics with practice leaders.
Ways to avoid a mismatch of outcomes and purposes.
Talent Management Trends in the Public Sector ReportElizabeth Lupfer
For the second year in a row, PeopleAdmin has created the Talent Management Trends in the Public Sector Report to help you benchmark your talent management practices with those of your peers. In this report, you’ll learn about talent trends unique to government agencies, and you’ll get the data you need to benchmark your progress against your peers. Original site: http://www.peopleadmin.com/government-ebook
The document discusses the role of the business analyst (BA). It provides statistics on BA demographics such as company size, industries, team sizes, and tools used. A typical BA's day involves activities like requirements gathering, facilitation, and modeling. Key challenges for BAs are vague requirements, unrealistic timelines, and finding time with business stakeholders. Best practices include identifying all perspectives, understanding impacts, considering alternatives, and maintaining traceability of requirements.
Hr Global Interviewing Study Results For Participantsjameshartmannzrg
1. The document discusses improving interviewing and feedback processes. Most companies involve 2-7 people on average in an interview process.
2. Obtaining consistent interview feedback and reporting remains a challenge for many companies, with only 10% having automated solutions.
3. The top areas identified for improvement were how companies source talent and conduct interviews. Providing hiring teams with interview guides and questions and gathering interview feedback were also identified as important areas to prioritize.
This document discusses developing project management maturity. It identifies typical business challenges such as limited risk management and lack of visibility. Project, program, and portfolio management also face challenges around resource forecasting, training, and establishing a consistent way of working. The document outlines a 5-level maturity model and key drivers to improve maturity like establishing a methodology, developing a PMO, using technology, and providing training. It analyzes survey results on maturity characteristics, processes, technology use, the PMO, and the future PMO. The goal is to understand true project performance and focus on developing maturity.
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20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
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1. Knowlagent Surveys on
Contact Center Productivity
Knowlagent – a leading agent productivity solution for the world’s 10 million
call center agents – conducted two surveys designed to better understand
key issues around managing contact centers and how these challenges
impact overall business goals. The surveys focused on:
• performance and productivity • technology
• training and coaching • corporate culture
Productivity: Priority #1
The majority of call center executives say increasing agent productivity is their top contact
center management challenge for the year ahead. They report their concerns in 2012 are:
59% Increasing productivity
41% Aligning corporate goals and call center staff goals
40% Budget/funding restraints
30% Integrating online inquiries
with existing call center staff
20% Allocating staff resources
to online channels
6% Don’t know/unsure
2% Other Multiple responses permitted
2. Knowlagent Surveys on
Contact Center Productivity
We Want Outperformers!
An overwhelming number of respondents, 96%,
say improving performance of contact center agents is
“very important” or “important.” Call center executives When measuring agent performance, contact center
are seeking to improve agent performance to: executives draw on many metrics, including:
Increase customer satisfaction Average time handling a call
81% 78%
Increase first call resolution Quality assurance scores
72% 69%
Improve agent satisfaction Customer satisfaction levels for customers whose calls they handle
65% 61%
Make better use of agents’ idle time Total time they spend handling calls
37% 42%
Reduce agent turnover Time spent on after-call work
30% 40%
Improve customer effort scores Percentage of calls they transfer
27% 27%
Increase time agents spend on training Value of sales made
26% 19%
Increase time agents spend on coaching Net promoter scores for customers whose calls they handle
26% 17%
Increase time agents spend on answering calls Training scores
24% 14%
Reduce agent head count Percentage of calls they place on hold
19% 14%
Increase net promoter scores Amount of time they spend on training
19% 9%
Increase time agents spend answering other client needs
17%
Satisfy regulatory requirements
14% Multiple responses permitted Multiple responses permitted
Every Second Counts
Agents have an overall average of 49 minutes of
idle time – wait time between calls – daily, according
to contact center executives. They reported the amount of The majority of idle time occurs in less than three-minute
idle time per employee per day is: time slots. When it does occur, the reported occurrence is:
27% Less than 15 minutes
Don’t less than
know 1 minute
19% 16 to 30 minutes
more than
13% 12%
5 minutes
11% 31 to 60 minutes
4 to 5
7%
2.5 minute
minutes 1 to 2 average
16% 1 to 2 hours 7% minutes
29%
3 to 4
minutes
6% More than 2 hours
7%
2 to 3
minutes
20% Don’t?know/unsure ? ? ? ?
? ? ? ?
18%
3. Knowlagent Surveys on
Contact Center Productivity
Utilizing Agent Idle Time
Contact center executives have a number of activities
they’d like agents to complete during idle time, including:
56% Doing other
off-phone work
56% Doing other
off-phone work
by a workforce
management
40% Responding to interactions
via other channels
system
17%
40% Responding to interactions
via other channels by agents by supervisors
31% Receiving coaching
These tasks
are allocated:
making their
own decisions
59%
31% Receiving coaching 24%
20% Receiving online
training
20% Receiving online
training
But 40% of those polled say they are unable to allocate
tasks to agents who are idle because... Don’t 1 hour
know 6%
15% Timing is too
unpredictable
11%
15% Timing is too
unpredictable Agent idle time
The smallest 1 shift
14% Timeframes unit of time 18% 15 minutes
occurs on average
are too short used to 33%
in 2V minute
14% Timeframes
are too short
increments.
schedule agent
activity is:
11% No process
in place
30 minutes
32%
11% No process
in place
Multiple responses permitted
Organizing Off-Phone Work
Contact center leaders vary in how they structure off-phone work. When asked how structured, they report:
30%
28%
21%
16%
Highly structured:
Moderately structured:
Work is scheduled,
Lightly structured:
Work is completed
Not structured:
Work is completed 11%
Work is scheduled, but agents make during downtime, during downtime, Miscellaneous
with specific task their own decisions with specific task at agent’s Don’t know/unsure
instructions. on prioritizing work. instructions. discretion. Other
HIGH LOW
4. Knowlagent Surveys on
Contact Center Productivity
Training Gaps in Organizations
Training is one way for agents to utilize idle time, Call center leaders say agents are not receiving their
especially since almost half of call center leaders say targeted allocation of training because:
their agents do not receive training often. When asked
Service level requirements don’t allow enough time
about training frequency, they say agents receive it: 73%
Training is not available
Don’t know
27%
Time slots available for training aren’t long enough
/not sure
3%
Never Very 20%
4% frequently Supervisors are unable to identify training requirements
10% 18%
Training is too difficult to access
7% Multiple responses permitted
Not too Frequently
frequently 37%
46% Training agents has a positive impact on these six areas,
according to call center leaders:
Customer satisfaction
69%
Staff performance (results, sales)
62%
Staff productivity (efficiency, volume)
56%
Staff morale
48%
Regulatory compliance
45%
Staff turnover
33% Multiple responses permitted
About the Surveys
In 2011, Knowlagent commissioned Ventana Research and Unisphere Research to conduct
two separate surveys designed to better understand contact center operations. Survey
respondents included nearly 500 call center managers, executives and operations leaders
representing a mix of small to large, national and global companies across a wide range
of industries. All of the respondents managed inbound call centers, with many providing
support in a service center or help desk capacity. The majority of those questioned
managed full-time, on-site employees.
If you’re interested in a complete report with key findings from the surveys, visit
http://info.knowlagent.com/fastfacts.html.
About Knowlagent
Knowlagent, Inc. Knowlagent provides the only call center software that increases agent utilization by
11800 Amberpark Drive delivering shrinkage activities during idle time. Knowlagent creates active wait time
Suite 200
through dynamically delivered sessions for common shrinkage activities between customer
Alpharetta, GA 30009
888.566.9457 phone interactions. Knowlagent’s solutions are on-demand, easy to use and require no capital
678.356.3551 fax expenditures. More than 300,000 agents and managers around the world use Knowlagent’s
www.knowlagent.com solutions every day. To learn more about Knowlagent, visit www.knowlagent.com.