Call analysis fits where Mystery shopping is always ruled out and delivers on many levels. Where confidential information, varied situations, lack of time to set up scenarios for mystery shopping sit.
Everyone has faced this issue before when working in an agency, you got a customer which desperately needs a fixed budget and time to deliver an urgent project. Two corners of the iron triangle are fixed but you still have to deliver on your high-quality standards. You are left behind with the question how will I deliver this project in an agile way?
This document promotes the Clarabridge customer experience management platform. It summarizes that Clarabridge can help companies collect customer feedback across all channels, analyze that data through advanced analytics to understand customer needs, and provide insights to employees to improve strategies and increase sales. It provides examples of companies that saw increased annual sales, cost savings, and improved customer loyalty through using Clarabridge.
This document provides an overview of Clarabridge Enterprise, a customer experience management software. It has three key capabilities: it is built for CEM, quick to deploy, and enterprise class. It allows companies to systematically transform feedback from various sources into customer experience intelligence. The document also describes how Choice Hotels used Clarabridge to analyze millions of pieces of customer feedback annually, leading to improvements like a 30% reduction in call handling times.
Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources.
How to Systematically Improve First Contact ResolutionUpstream Works
FCR is a quality process. Improve agent performance systematically along with the bottom line.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
The document discusses metrics for measuring first contact resolution (FCR) in customer contact centers. It notes that FCR, which aims to resolve customer issues on the initial contact, is important for customer satisfaction but is often poorly measured. The document recommends measuring FCR through quality monitoring, technology tools, and customer surveys to assess resolution from the customer's perspective. It also provides tips on measuring FCR for different contact channels and notes that centers should aim for continuous improvement through training and process changes rather than focusing only on a high FCR percentage.
SM&A provides proposal management, technical management, and project management services to help organizations win government contracts and successfully complete projects. Their services include proposal development, oral presentations, lessons learned, requirements management, systems engineering, cost estimating, scheduling, risk management, and strategic planning assistance. SM&A helps analyze customers, competitors, and market trends to develop strategies for capturing new opportunities.
The unfulfilled promise of CRM was to capture customer interactions with your business. This gap is filled by using business interaction management. See how interaction capture and management can drive signifcant improvement for FCR.
Everyone has faced this issue before when working in an agency, you got a customer which desperately needs a fixed budget and time to deliver an urgent project. Two corners of the iron triangle are fixed but you still have to deliver on your high-quality standards. You are left behind with the question how will I deliver this project in an agile way?
This document promotes the Clarabridge customer experience management platform. It summarizes that Clarabridge can help companies collect customer feedback across all channels, analyze that data through advanced analytics to understand customer needs, and provide insights to employees to improve strategies and increase sales. It provides examples of companies that saw increased annual sales, cost savings, and improved customer loyalty through using Clarabridge.
This document provides an overview of Clarabridge Enterprise, a customer experience management software. It has three key capabilities: it is built for CEM, quick to deploy, and enterprise class. It allows companies to systematically transform feedback from various sources into customer experience intelligence. The document also describes how Choice Hotels used Clarabridge to analyze millions of pieces of customer feedback annually, leading to improvements like a 30% reduction in call handling times.
Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources.
How to Systematically Improve First Contact ResolutionUpstream Works
FCR is a quality process. Improve agent performance systematically along with the bottom line.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
The document discusses metrics for measuring first contact resolution (FCR) in customer contact centers. It notes that FCR, which aims to resolve customer issues on the initial contact, is important for customer satisfaction but is often poorly measured. The document recommends measuring FCR through quality monitoring, technology tools, and customer surveys to assess resolution from the customer's perspective. It also provides tips on measuring FCR for different contact channels and notes that centers should aim for continuous improvement through training and process changes rather than focusing only on a high FCR percentage.
SM&A provides proposal management, technical management, and project management services to help organizations win government contracts and successfully complete projects. Their services include proposal development, oral presentations, lessons learned, requirements management, systems engineering, cost estimating, scheduling, risk management, and strategic planning assistance. SM&A helps analyze customers, competitors, and market trends to develop strategies for capturing new opportunities.
The unfulfilled promise of CRM was to capture customer interactions with your business. This gap is filled by using business interaction management. See how interaction capture and management can drive signifcant improvement for FCR.
The document discusses analyzing call detail records from Orange/Sonatel in Senegal using Scilab. It summarizes modeling daily traffic profiles for each base station, classifying base stations as urban, suburban or rural, and detecting traffic anomalies on local and national levels. The analysis aims to better understand population mobility patterns and support transportation planning, resource management and other applications.
1) The document discusses leveraging Modelica and FMI standards in Scilab open-source engineering software.
2) Key topics covered include Scilab use cases, integrating Modelica models into Scilab/Xcos, and using FMI for co-simulation and model exchange.
3) Demonstrations show automotive suspension modeling with Scilab/Xcos/Modelica, parameter identification in Xcos, and using FMI in Xcos for co-simulation.
This document discusses a case study of call drops occurring in the second sector of base station C. Through analyzing traffic statistics and conducting drive tests, it was found that interference was the cause of the high call drop rate. Specifically, a broadband repeater transmitting nearby digital signals was amplifying interference into the sector. Lowering the power of the repeater resolved the call drop issue.
This document summarizes GSM architecture and call flows, including inter-MSC and intra-MSC call flows. Inter-MSC call flow occurs between two different MSCs, while intra-MSC call flow is between two BSCs within the same MSC. The inter-MSC call flow involves signaling between the BSC, MSC-O, MSC-T, HLR, and RNC to set up and release the call bearers. The intra-MSC call flow involves signaling between the MS-O, BSC-O, MSC/VLR, MGW, HLR, BSC-T, and MS-T to authenticate, set up, and release call bearers within a single MSC
This document summarizes the key procedures and signal flows in setting up an LTE session for a UE:
1) The UE establishes an RRC connection with the eNodeB through random access and preamble signaling.
2) The UE then attaches to the core network through the MME, and authentication procedures are performed.
3) Finally, the default bearer for user data is established through signaling between the UE, eNodeB, MME, SGW and PGW. Once complete, user data sessions can be exchanged.
The document outlines basic call flows for location updates, mobile originating calls (MOC), mobile terminating calls (MTC), and IP calls. It describes the key steps as:
1) Location update involves identity response, authentication between the SIM and MSC, update location requests, and ciphering.
2) For MOC, the mobile station sends a setup message with the dialed number, the MSC sends a send routing information message to the HLR, and the HLR responds with routing instructions allowing the call to be connected.
3) For MTC, the MSC requests a roaming number from the HLR, the HLR provides a number and the MSC pages the mobile station to alert
The document discusses call drop issues in mobile networks. It begins by defining call drop as the abnormal release of traffic or signaling channels after successful seizure. It then provides formulas to calculate call drop rates and describes measurement points to analyze call drops. Finally, it analyzes common causes of high call drop rates such as radio link faults, handover failures, and timer expirations.
The document provides an overview of GSM, GPRS, UMTS, HSDPA and HSUPA protocols and call flows. It describes the architecture, interfaces and protocols of each generation at the physical, data link and network layers. Key protocols discussed include LAPD, RR, MM, CM, SNDCP, GTP, RLC, MAC, RRC. Call flows for basic call origination, authentication, data transfer and detach procedures are illustrated for each network. The document also introduces HSDPA and HSUPA enhancements to UMTS such as new channels, scheduling functionality and H-ARQ protocol.
This document discusses call analysis as a technique for understanding customer service interactions beyond just statistics. It describes call analysis as involving the assessment of real recorded calls by experienced evaluators to provide an in-depth understanding of what is happening on calls, how customers are treated, and whether the right processes are followed. The document uses the example of CR Market Research conducting call analysis for Tower Hamlets, analyzing 100-250 calls every six months and providing detailed reporting and feedback to help identify best practices, training needs, and areas for improvement.
SEMrush Webinar: Why Calls Are Better Than ClicksConvirza
Most marketers are obsessed with getting clicks and web leads. They want form-fills and email addresses. The message from McKay Allen and Convirza is simple: that's an outdated way of thinking. Calls are better.
This presentation discusses post transaction surveys, which can be done via integrations.
We talk about the reasons for a post transaction surveys. We talk about how to approach customers to get them to take your surveys and how to communicate to your customers. We talk about how to plan out the methodology and sampling.
We also talk about the various scores in research that are the right tools to calculate various scores to measure Customer Satisfaction Score, Net Promoter Score, and Customer Experience Score. We go over how to use these scores and when to use them.
Performance Based First Contact ResolutionUpstream Works
This document discusses improving call center performance through first call resolution (FCR) based management. It recommends tracking every call, identifying the caller and call reason. This allows assessing agent performance based on their solve rates for specific call types. Agents can then be coached based on best and worst examples. Tracking all interactions provides a comprehensive view to identify patterns and opportunities to improve customer experience, agent satisfaction and business processes through FCR.
The document provides an overview of Barclays Bank's call center operations and key performance indicators (KPIs). It discusses the bank's history dating back to the 17th century. It also outlines call center structures, agent roles and responsibilities, call handling best practices, and important KPIs like average handling time, service level, and call abandonment rate that agents are measured by. The goal is to provide excellent customer service while meeting targets on KPIs.
1) The document discusses different options for integrating customer satisfaction surveys with a call center, including transferring callers to an automated survey, outbound callbacks in real-time or the next day, and passing customer and agent data.
2) It provides pros and cons of the different integration methods and recommends designing surveys with fewer than 10 questions that measure customer satisfaction, net promoter score, and customer effort score.
3) The surveys can be administered through IVR with question skip patterns, response lists, languages selection, and can reference customer data to personalize the experience.
The document discusses customer relationship management (CRM) and the role of call centers and sales force automation within a CRM system. It provides an overview of call center technologies like telephone lines, computer telephony integration, and automatic call distribution software. It also describes call center methodologies like scripting dialogues and training agents. The document then discusses key functions of sales force automation systems, including management of sales force information, leads, contacts, territories, and offers.
How Automated Online Reference-Checking Is Changing the Hiring GameHuman Capital Media
Research from SHRM shows that 96 percent of human resources professionals check references, yet less than 25 percent of those checks are able to produce adequate information beyond employment verification. What happened to reference-checking?
This session will examine where the reference-checking function has come from in the past — when it was a hiring formality that was checked off and completed over the phone — to its evolution now as an opportunity to collect 360-degree feedback that predicts performance and retention.
Learn how technology has introduced a way for talent acquisition professionals to capture behavioral feedback from five references in two days for each job candidate, and how to avoid the 10-15 percent of candidates who score low with references. Also, see an overview of how this technology infuses consistency, reliability and validity into each reference check and obtains scores that identify candidates’ developmental needs.
What will participants learn?
How to improve quality-of-hire by avoiding the 10-15 percent of candidates who score low with references.
How to capture behavioral feedback from five references in two days for each candidate.
How to infuse consistency, reliability and validity into each reference check.
How to identify developmental needs of each candidate.
How to provide information to hiring managers that influences decisions.
How to Identify and Hire ‘A’ Players Who Will Drive SuccessHuman Capital Media
Not all employees are created equal. Research shows that “A” players outsell their peers by at least 48 percent in sales positions, have a more positive effect on customers than other employees, and deliver superior team performance when included in a work group. A small team of “A” players can run circles around a giant team of “B” and “C” players.
Identifying great candidates usually starts with an impressive resume, but that only provides part of the story. To gain more insight into a candidate’s past performance, a scientifically valid, objective assessment is needed to provide a fuller picture. Hiring managers can greatly improve the odds of hiring “A” players by using scientifically validated surveys created by industrial psychologists, to help screen potential applicants. By discovering what previous managers and colleagues openly say about a candidate’s strengths, weaknesses and behaviors, “A” players can be selected 90 percent of the time!
Learn how automated online reference-checking has introduced a way to capture behavioral feedback from five references in two days for each job candidate. Also, see a demonstration of how this software infuses consistency, reliability and validity, and how to identify which candidates display the characteristics of an “A” player.
What will participants learn?
How to identify and hire “A” players.
How to capture behavioral feedback from five references in two days for each candidate.
How to infuse consistency, reliability and validity into each reference check.
How to identify developmental needs of each candidate.
How to provide information to hiring managers that influences decisions.
Roundtable: Best Practices - Quality Assurance & AnalyticsSheri Greenhaus
This document discusses best practices for quality assurance and analytics in contact centers. It provides an overview of a roundtable discussion on the topic featuring representatives from Genesys, VPI, and inContact. Some of the key points discussed include:
- Traditional random quality monitoring of calls is time-intensive and provides an inadequate sample size. Analytics can now analyze a much larger portion of calls.
- Top strategies for improving call quality according to a survey include tying quality scores to training, using analytics to find higher value calls, automating QA workflows, and speeding up feedback to agents.
- VPI provides workforce optimization solutions including call recording, speech and data analytics, quality assurance, and performance management to over 1
How to measure customer experience to improve satisfaction and loyaltydigbyj
This document discusses how to improve customer experience to increase satisfaction and loyalty. It recommends measuring customer experience through real-time feedback to identify issues and opportunities. Customer experience management focuses on individual customer needs rather than just sales and profits. Metrics and feedback should guide how the company redesigns customer interactions. Technology can also optimize experiences if used to enhance service quality rather than just monitor compliance. The key is using feedback to change employee behaviors to better satisfy customers.
Ever had one of “those days” where you left the office two hours after quitting time and still had not checked one thing off your Task List for the day? We all have. Come discover how you can begin your journey to “Better Days thru Better Ways.” Presented at HDI Orange County by Donna Holt on 4/7/2010.
We all want to give the best service possible to our customers, while also making sure our customers and their assets are secured. This becomes even more important when there is big money involved, for instance, when providing service to premium customers, and specifically in the private banking industry.
NICE’s Erica Thomson explores some of the unique challenges of premium customer care as well as how voice biometrics can be used by financial institutions to authenticate customers in a way that helps achieve their dual goal of service and security. She originally presented this information at Interactions 2016.
The document discusses the purpose of jobs and employment. It states that employers only handle money and distribute wages, but customers are the real source of income and reason for employment. Employees exist to make or do things for other people, namely customers. So while employers provide wages, customers are the true source of an employee's income and job through their spending and support of the business.
The document discusses analyzing call detail records from Orange/Sonatel in Senegal using Scilab. It summarizes modeling daily traffic profiles for each base station, classifying base stations as urban, suburban or rural, and detecting traffic anomalies on local and national levels. The analysis aims to better understand population mobility patterns and support transportation planning, resource management and other applications.
1) The document discusses leveraging Modelica and FMI standards in Scilab open-source engineering software.
2) Key topics covered include Scilab use cases, integrating Modelica models into Scilab/Xcos, and using FMI for co-simulation and model exchange.
3) Demonstrations show automotive suspension modeling with Scilab/Xcos/Modelica, parameter identification in Xcos, and using FMI in Xcos for co-simulation.
This document discusses a case study of call drops occurring in the second sector of base station C. Through analyzing traffic statistics and conducting drive tests, it was found that interference was the cause of the high call drop rate. Specifically, a broadband repeater transmitting nearby digital signals was amplifying interference into the sector. Lowering the power of the repeater resolved the call drop issue.
This document summarizes GSM architecture and call flows, including inter-MSC and intra-MSC call flows. Inter-MSC call flow occurs between two different MSCs, while intra-MSC call flow is between two BSCs within the same MSC. The inter-MSC call flow involves signaling between the BSC, MSC-O, MSC-T, HLR, and RNC to set up and release the call bearers. The intra-MSC call flow involves signaling between the MS-O, BSC-O, MSC/VLR, MGW, HLR, BSC-T, and MS-T to authenticate, set up, and release call bearers within a single MSC
This document summarizes the key procedures and signal flows in setting up an LTE session for a UE:
1) The UE establishes an RRC connection with the eNodeB through random access and preamble signaling.
2) The UE then attaches to the core network through the MME, and authentication procedures are performed.
3) Finally, the default bearer for user data is established through signaling between the UE, eNodeB, MME, SGW and PGW. Once complete, user data sessions can be exchanged.
The document outlines basic call flows for location updates, mobile originating calls (MOC), mobile terminating calls (MTC), and IP calls. It describes the key steps as:
1) Location update involves identity response, authentication between the SIM and MSC, update location requests, and ciphering.
2) For MOC, the mobile station sends a setup message with the dialed number, the MSC sends a send routing information message to the HLR, and the HLR responds with routing instructions allowing the call to be connected.
3) For MTC, the MSC requests a roaming number from the HLR, the HLR provides a number and the MSC pages the mobile station to alert
The document discusses call drop issues in mobile networks. It begins by defining call drop as the abnormal release of traffic or signaling channels after successful seizure. It then provides formulas to calculate call drop rates and describes measurement points to analyze call drops. Finally, it analyzes common causes of high call drop rates such as radio link faults, handover failures, and timer expirations.
The document provides an overview of GSM, GPRS, UMTS, HSDPA and HSUPA protocols and call flows. It describes the architecture, interfaces and protocols of each generation at the physical, data link and network layers. Key protocols discussed include LAPD, RR, MM, CM, SNDCP, GTP, RLC, MAC, RRC. Call flows for basic call origination, authentication, data transfer and detach procedures are illustrated for each network. The document also introduces HSDPA and HSUPA enhancements to UMTS such as new channels, scheduling functionality and H-ARQ protocol.
This document discusses call analysis as a technique for understanding customer service interactions beyond just statistics. It describes call analysis as involving the assessment of real recorded calls by experienced evaluators to provide an in-depth understanding of what is happening on calls, how customers are treated, and whether the right processes are followed. The document uses the example of CR Market Research conducting call analysis for Tower Hamlets, analyzing 100-250 calls every six months and providing detailed reporting and feedback to help identify best practices, training needs, and areas for improvement.
SEMrush Webinar: Why Calls Are Better Than ClicksConvirza
Most marketers are obsessed with getting clicks and web leads. They want form-fills and email addresses. The message from McKay Allen and Convirza is simple: that's an outdated way of thinking. Calls are better.
This presentation discusses post transaction surveys, which can be done via integrations.
We talk about the reasons for a post transaction surveys. We talk about how to approach customers to get them to take your surveys and how to communicate to your customers. We talk about how to plan out the methodology and sampling.
We also talk about the various scores in research that are the right tools to calculate various scores to measure Customer Satisfaction Score, Net Promoter Score, and Customer Experience Score. We go over how to use these scores and when to use them.
Performance Based First Contact ResolutionUpstream Works
This document discusses improving call center performance through first call resolution (FCR) based management. It recommends tracking every call, identifying the caller and call reason. This allows assessing agent performance based on their solve rates for specific call types. Agents can then be coached based on best and worst examples. Tracking all interactions provides a comprehensive view to identify patterns and opportunities to improve customer experience, agent satisfaction and business processes through FCR.
The document provides an overview of Barclays Bank's call center operations and key performance indicators (KPIs). It discusses the bank's history dating back to the 17th century. It also outlines call center structures, agent roles and responsibilities, call handling best practices, and important KPIs like average handling time, service level, and call abandonment rate that agents are measured by. The goal is to provide excellent customer service while meeting targets on KPIs.
1) The document discusses different options for integrating customer satisfaction surveys with a call center, including transferring callers to an automated survey, outbound callbacks in real-time or the next day, and passing customer and agent data.
2) It provides pros and cons of the different integration methods and recommends designing surveys with fewer than 10 questions that measure customer satisfaction, net promoter score, and customer effort score.
3) The surveys can be administered through IVR with question skip patterns, response lists, languages selection, and can reference customer data to personalize the experience.
The document discusses customer relationship management (CRM) and the role of call centers and sales force automation within a CRM system. It provides an overview of call center technologies like telephone lines, computer telephony integration, and automatic call distribution software. It also describes call center methodologies like scripting dialogues and training agents. The document then discusses key functions of sales force automation systems, including management of sales force information, leads, contacts, territories, and offers.
How Automated Online Reference-Checking Is Changing the Hiring GameHuman Capital Media
Research from SHRM shows that 96 percent of human resources professionals check references, yet less than 25 percent of those checks are able to produce adequate information beyond employment verification. What happened to reference-checking?
This session will examine where the reference-checking function has come from in the past — when it was a hiring formality that was checked off and completed over the phone — to its evolution now as an opportunity to collect 360-degree feedback that predicts performance and retention.
Learn how technology has introduced a way for talent acquisition professionals to capture behavioral feedback from five references in two days for each job candidate, and how to avoid the 10-15 percent of candidates who score low with references. Also, see an overview of how this technology infuses consistency, reliability and validity into each reference check and obtains scores that identify candidates’ developmental needs.
What will participants learn?
How to improve quality-of-hire by avoiding the 10-15 percent of candidates who score low with references.
How to capture behavioral feedback from five references in two days for each candidate.
How to infuse consistency, reliability and validity into each reference check.
How to identify developmental needs of each candidate.
How to provide information to hiring managers that influences decisions.
How to Identify and Hire ‘A’ Players Who Will Drive SuccessHuman Capital Media
Not all employees are created equal. Research shows that “A” players outsell their peers by at least 48 percent in sales positions, have a more positive effect on customers than other employees, and deliver superior team performance when included in a work group. A small team of “A” players can run circles around a giant team of “B” and “C” players.
Identifying great candidates usually starts with an impressive resume, but that only provides part of the story. To gain more insight into a candidate’s past performance, a scientifically valid, objective assessment is needed to provide a fuller picture. Hiring managers can greatly improve the odds of hiring “A” players by using scientifically validated surveys created by industrial psychologists, to help screen potential applicants. By discovering what previous managers and colleagues openly say about a candidate’s strengths, weaknesses and behaviors, “A” players can be selected 90 percent of the time!
Learn how automated online reference-checking has introduced a way to capture behavioral feedback from five references in two days for each job candidate. Also, see a demonstration of how this software infuses consistency, reliability and validity, and how to identify which candidates display the characteristics of an “A” player.
What will participants learn?
How to identify and hire “A” players.
How to capture behavioral feedback from five references in two days for each candidate.
How to infuse consistency, reliability and validity into each reference check.
How to identify developmental needs of each candidate.
How to provide information to hiring managers that influences decisions.
Roundtable: Best Practices - Quality Assurance & AnalyticsSheri Greenhaus
This document discusses best practices for quality assurance and analytics in contact centers. It provides an overview of a roundtable discussion on the topic featuring representatives from Genesys, VPI, and inContact. Some of the key points discussed include:
- Traditional random quality monitoring of calls is time-intensive and provides an inadequate sample size. Analytics can now analyze a much larger portion of calls.
- Top strategies for improving call quality according to a survey include tying quality scores to training, using analytics to find higher value calls, automating QA workflows, and speeding up feedback to agents.
- VPI provides workforce optimization solutions including call recording, speech and data analytics, quality assurance, and performance management to over 1
How to measure customer experience to improve satisfaction and loyaltydigbyj
This document discusses how to improve customer experience to increase satisfaction and loyalty. It recommends measuring customer experience through real-time feedback to identify issues and opportunities. Customer experience management focuses on individual customer needs rather than just sales and profits. Metrics and feedback should guide how the company redesigns customer interactions. Technology can also optimize experiences if used to enhance service quality rather than just monitor compliance. The key is using feedback to change employee behaviors to better satisfy customers.
Ever had one of “those days” where you left the office two hours after quitting time and still had not checked one thing off your Task List for the day? We all have. Come discover how you can begin your journey to “Better Days thru Better Ways.” Presented at HDI Orange County by Donna Holt on 4/7/2010.
We all want to give the best service possible to our customers, while also making sure our customers and their assets are secured. This becomes even more important when there is big money involved, for instance, when providing service to premium customers, and specifically in the private banking industry.
NICE’s Erica Thomson explores some of the unique challenges of premium customer care as well as how voice biometrics can be used by financial institutions to authenticate customers in a way that helps achieve their dual goal of service and security. She originally presented this information at Interactions 2016.
The document discusses the purpose of jobs and employment. It states that employers only handle money and distribute wages, but customers are the real source of income and reason for employment. Employees exist to make or do things for other people, namely customers. So while employers provide wages, customers are the true source of an employee's income and job through their spending and support of the business.
This document discusses call center analytics and the benefits it provides. It can handle billions of events daily at low latency and high availability. Real-time analytics allow for appropriate actions and massive scalability. Analytics provide insights into customer experience, quality, productivity, sales, marketing, operations, agent utilization, R&D, and social media sentiment. Semantic queries and machine learning are used to generate reports, predictions, and probabilities. Benefits include improved customer experience, growth, retention, and insights across various metrics and key performance indicators.
Alistair Croll, Interop conference faculty and Coradiant's VP of product management gives an unbiased, top down view of Web performance monitoring. This informative look at Web measurement business goals, operating processes, tools and metrics will give you a solid understanding of the issues, without a product pitch. Coradiant is the leader in Web Performance Monitoring. The award-winning TrueSight Real-User Monitor allows organizations to watch what matters to their business, by delivering accurate, detailed information on the performance and integrity of Web applications in real time. Incident management, service-level management and change-impact management are three key capabilities. TrueSight watches any web or enterprise web application and lets site operators identify problems more quickly, isolate root-cause faster, and effect fixes more quickly than anything else on the market. With TrueSight, every part of an IT organization is made more effective, responsive and productive. For more information, visit http://www.coradiant.com.
2Ring Staffino Feedback Service helps to boost your contact center performance and optimize your approach to Quality Assurance. It has been developed to provide contact center supervisors with authentic feedback on specific staff members in a new, engaging way - your customers will be sent an e-mail or a text message after each call/chat conversation.
Case studies prove that real-time sharing of positive feedback with each agent improves working morale and boosts agents' motivation.
This document provides an overview of topics related to human resources and customer service best practices. It discusses recruiting and hiring processes, administering compensation and benefits, ensuring workplace safety, managing employee status changes, training and developing employees, and emphasizing customer retention through a focus on service quality and advocacy. The key aspects of handling customer service tickets are also outlined, including verifying customer information, understanding the problem, developing a solution and plan of action, and closing the ticket by resolving the issue on the first call whenever possible.
The document discusses qualifying business insurance prospects by aligning an agent's strengths with a prospect's needs. It recommends asking open-ended questions to determine a prospect's needs, looking for keywords about their motivations. An agent should correlate a prospect's needs to their own strengths, such as claims management. Teleprospecting allows a two-way discussion to listen and understand prospects. An agent should focus, confirm understanding, clarify and show care. Qualification involves pre-call list selection, gathering intelligence from gatekeepers, and determining buying attitudes. This helps reduce a large pool of suspects to a small group of qualified prospects.