The document discusses the limitations of workforce optimization (WFO) and skills-based routing (SBR) systems in contact centers. It argues that instead of routing customers to subject matter experts, all agents should be empowered with guidance to resolve any customer issue themselves. This improves the customer experience through faster resolution, higher agent productivity and retention, and ensures all agents have up-to-date knowledge to reduce errors. The document promotes a software called SupportPoint that provides this kind of guidance to agents.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsGo4customer-UK
Inbound call centres are the best way to handle customer queries and issues.Inbound call centres provide prompt customer support and provide wide range of services such as technical support, telephone answering, customer help desk and order taking support. Apart from offering these essential call handling services, the inbound call centre also provide web-enabled services, remote receptionist and toll-free call answering services.Also Inbound call centres are the best for those companies that do not have enough time and resources to deal with customer queries & issues.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsGo4customer-UK
Inbound call centres are the best way to handle customer queries and issues.Inbound call centres provide prompt customer support and provide wide range of services such as technical support, telephone answering, customer help desk and order taking support. Apart from offering these essential call handling services, the inbound call centre also provide web-enabled services, remote receptionist and toll-free call answering services.Also Inbound call centres are the best for those companies that do not have enough time and resources to deal with customer queries & issues.
Talkdesk Call Center KPI & Benchmarking ReportTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Is your call center up to snuff? View this slideshow to find out:
- How to measure and track critical call center KPIs.
- How your call center stacks up against KPI benchmarks.
- Tips on how to improve your call center KPIs.
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
This presentation provides a practical view into call centre quality assurance procedures.
It suggest certain actions to be undertaken to ensure a effiecient implementation of the practices
All call centers deliver a customer experience. It just may not be what is desired. Colin looks at how call center can identfy, and build a roadmap to deliver the desired Customer Experience in this popular presentation that has been given on three continents.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
“Second CRM OYB Workshop” is an intensive short duration workshop where we don’t just talk about CRM concepts but how they can be implemented usefully in your day to day operations to Organise Your Business. Second CRM consultants will share their knowledge and experience with you and help you understand the core benefits of implementing CRM through guided demonstrations of real software and also how you can reduce your initial investment by utilising MDEC Cloud Enablement incentive. Here are the slides for the first session from the latest workshop.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
8 Steps to Effectively Coaching Call Center AgentsTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Coaching call center agents is an essential managerial task that is crucial to cultivating an effective team. Optimizing coaching efforts requires dedicated managerial effort, consistency, and the right knowledge.
Use these 8 tips to coaching call center agents to ensure that your team is delivering the best service possible to your customers.
www.talkdesk.com/request-demo
https://www.talkdesk.com/resources/webinars/
Make more data-driven decisions and measure what matters in 2016.
In this slideshow you'll find:
- The 6 call center KPIs every call center should be measuring.
- Actionable tips for improving your KPIs.
- The average values Talkdesk users had for their KPIs in 2015.
https://talkdesk.com
Counting What Counts in Contact Centers - Call Quality MonitoringHilario Fiandeiro
With ‘Call Quality Monitoring (CQM)’, we need to be spending much MORE time obsessing about how we can improve each customer conversation and much LESS time haggling about the validity and fairness of CQM scores.
This slide deck highlights what's wrong with CQM in our call centres and suggests how to fix It!
Gritar sigam-me não tem o peso de um convite espontâneo e arrasador: Vamos! Em seguida, tomar a dianteira e dar bons exemplos à equipe. Para liderar pessoas com eficácia é preciso você aprender a liderar a si próprio primeiro. Analise-se e estude mais. Os princípios da Neurolinguística podem ajudar você a desenvolver ainda mais sua capacidade de liderança. Faça uma boa jornada, o mundo está precisando de bons líderes.
Talkdesk Call Center KPI & Benchmarking ReportTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Is your call center up to snuff? View this slideshow to find out:
- How to measure and track critical call center KPIs.
- How your call center stacks up against KPI benchmarks.
- Tips on how to improve your call center KPIs.
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
This presentation provides a practical view into call centre quality assurance procedures.
It suggest certain actions to be undertaken to ensure a effiecient implementation of the practices
All call centers deliver a customer experience. It just may not be what is desired. Colin looks at how call center can identfy, and build a roadmap to deliver the desired Customer Experience in this popular presentation that has been given on three continents.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
“Second CRM OYB Workshop” is an intensive short duration workshop where we don’t just talk about CRM concepts but how they can be implemented usefully in your day to day operations to Organise Your Business. Second CRM consultants will share their knowledge and experience with you and help you understand the core benefits of implementing CRM through guided demonstrations of real software and also how you can reduce your initial investment by utilising MDEC Cloud Enablement incentive. Here are the slides for the first session from the latest workshop.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
8 Steps to Effectively Coaching Call Center AgentsTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Coaching call center agents is an essential managerial task that is crucial to cultivating an effective team. Optimizing coaching efforts requires dedicated managerial effort, consistency, and the right knowledge.
Use these 8 tips to coaching call center agents to ensure that your team is delivering the best service possible to your customers.
www.talkdesk.com/request-demo
https://www.talkdesk.com/resources/webinars/
Make more data-driven decisions and measure what matters in 2016.
In this slideshow you'll find:
- The 6 call center KPIs every call center should be measuring.
- Actionable tips for improving your KPIs.
- The average values Talkdesk users had for their KPIs in 2015.
https://talkdesk.com
Counting What Counts in Contact Centers - Call Quality MonitoringHilario Fiandeiro
With ‘Call Quality Monitoring (CQM)’, we need to be spending much MORE time obsessing about how we can improve each customer conversation and much LESS time haggling about the validity and fairness of CQM scores.
This slide deck highlights what's wrong with CQM in our call centres and suggests how to fix It!
Gritar sigam-me não tem o peso de um convite espontâneo e arrasador: Vamos! Em seguida, tomar a dianteira e dar bons exemplos à equipe. Para liderar pessoas com eficácia é preciso você aprender a liderar a si próprio primeiro. Analise-se e estude mais. Os princípios da Neurolinguística podem ajudar você a desenvolver ainda mais sua capacidade de liderança. Faça uma boa jornada, o mundo está precisando de bons líderes.
48H pour créer un jeu vidéo, un mini-métrage d'animation ou une conception sonore! À vos marques, prêts, créez! Pas game...
Prochain Challenge du 6 au 8 avril 2017 dans le cadre de la Semaine Numérique de Québec! www.pixelchallengequebec.org
UNIVERGE BLUE ENGAGE: Increasing Profitability Through Improved Customer ServiceInteractiveNEC
Developing and maintaining profitable customer relationships is at the core of every healthy business operation. Keeping your customers happy has significant benefits, affecting your top and bottom line. Learn the top 5 business benefits of a great #customerexperience how UNIVERGE BLUE ENGAGE Contact Center #CCaaS can help #customerretention rates and make your company more profitable year after year. #CloudCommunications #CloudContactCenter #CX
Give Your SMB Customers a Call Center and They'll Bring More Business4PSA
Customer service isn’t just a helpful feature for a business to have, it’s essential to grow and maintain profitability.
Learn how SMBs can benefit from using a call center and how service providers can help them get one. At the end of the day, everybody wins more business.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
5 Tricks to Streamlining Call Volumes.pptOnCallCentre1
Ensure customer satisfaction at all times without overwhelming your team by streamlining call volumes. Here are nifty tricks to help you manage high call volumes like a boss.
Achieving customer loyalty is the best way to keep sales pipelines full. Customer experience management is key to customer loyalty. This whitepaper is about how to achieve customer loyalty in small and medium size busines.
Webinar 2009 Service and Support Metrics Survey Results: A Look Behind the Sc...Parature, from Microsoft
As a service and support professional, you hear a lot about best practices in the support center. But what is really happening behind the scenes in today's service center? To find out, Parature and SupportIndustry.com conducted the 2009 Service & Support Metrics Survey. Respondents shared valuable data on metrics directly related to running their support operations, as well as providing humorous insights about some of their most challenging customer interactions.
In this webinar, narrated with industry insight and analysis, Pete McGarahan of McGarahan and Associates, and Gary McNeil, VP of Marketing for Parature will deliver the results of the survey with practical advice and a recommended course of action for all support centers. Attendees will be able to benchmark their own organization's performance against what others are doing today. All participants will also receive a full copy of the survey results.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Customer relationship management is one of many different approaches that allow a company to manage and analyze its own interactions with its past, current, and potential customers.
Customer Relationship Management [CRM] is a business strategic tool which helps in developing great relations with your customer. The prime factor here is customer satisfaction. CRM is a process where a company with the aid of technology, sales team, marketing and various other methods interact with their customer. This interaction is vital to have feedbacks, to earn leads and to develop that relationship which can be nurtured over several years, also to have strong product base.
Webinar: All About Customer Success for PMsProduct School
You will learn:
What is customer success?
Different modes of operation
Customer success Vs project management Vs customer support
How to integrate customer success in your product roadmap?
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
Seven benefits that CRM software offers Small & Medium Enterprises. We'll cover topics including Employee Training, Efficiency Improvements, Improved Lead Conversion and Seamless Customer Service.
1. WP14 February 2016 | CRM Magazine Sponsored Content
Workforce Optimization (WFO) and
Skills Based Routing (SBR) are promoted
as the solution to address the customer
experience challenges faced by contact
centers – by routing calls to a pool of
Subject Matter Experts (SME) to help
teams ‘manage’ workforce skills capability.
Or is it incapability?
But what if all your agents had the
information and guidance to confidently
resolve every customer call – without
errors or escalations? This means instead
of limiting their capacity to serve and
excel you fully enable and utilize every
agent you have. Let’s look at how this
option helps you achieve the three key
goals of any successful contact center.
GOAL #1: RESOLVE THE
ENQUIRY QUICKLY AND TO THE
CUSTOMER’S SATISFACTION
How easy is it for your customers to
get a resolution? First Call Resolution
rates have now dropped to the lowest-
recorded level1
– and SBR contributes
to two-thirds of surveyed2
consumers
saying that they feel frustrated at the end
of a customer service call, even if their
problem was successfully resolved. Why
is this? Customers get frustrated when
they have to wait in a queue for an agent,
explain their problem and then get told,
“I’ll need to transfer you to an expert
in this area” – creating another cycle of
queuing and explaining.
Exacerbating this problem is the fact
that SMEs are usually in short supply
and customers have to endure long wait
times to get to them – especially in
times of service issues, or peak demand,
when a large volume of customers need
assistance, often with dissimilar problems.
The inability to resolve customer
enquiries also has a negative impact on
agents – they often feel like a mere cog
in the wheel and become disengaged
employees who provide poorer levels of
service. Indeed one of the leading causes
of agent absenteeism and attrition rates
is being overwhelmed by the stress of
managing unhappy customers.
Why not empower all your agents –
and back office employees too while you
are at it, with ‘moment of need’ guidance
to do their jobs? Like a GPS, give them
easy access to information and guidance
to confidently resolve any type of customer
enquiry – and eliminate the need for
escalations or treacherous transfers of SBR.
As an added bonus, by improving
customer satisfaction you’ll also create
more loyal customers who are more likely
to become brand advocates who actively
recommend your product and services.
GOAL #2: MAKE EVERY EMPLOYEE
MORE PRODUCTIVE AND RETAIN THEM
With more customers choosing self-
service to perform simpler transactions,
73% of the contact centers surveyed3
said there was a noticeable increase in
the complexity of calls. To solve these
problems SMEs on the receiving end
of WFO and SBR systems need skills
spanning more than one functional
area, application, or system. That means
an enormous amount of cost and time
goes into extended training and then
sufficient time to practice and become
fully competent. The worst part is there
is no guarantee that once you’ve made
this investment they will stay with
your company.
Why Just Optimize,
When You Can Fully
Enable Your Workforce?
Technology That’s Efficient and Customer-Friendly
Here’s how two contact centers leverage SupportPoint to meet business and
customer demands – seamlessly.
Health Alliance Medical Plans, a health insurer with two contact centers
serving 270,000 members, achieved:
• 12% reduction in average call handle time
• Eliminated the need for five full time and two part time positions
• 132% increase in calls answered within 30 seconds
Bupa Health and Wellbeing, an international healthcare company with five call
centers serving customers in over 190 countries, achieved:
• 30 second reduction in Average Handle Time
• Minimized training requirements; focus shifted to agent’s soft skills to improve
quality of customer experience
• 26% decrease in agent attrition
Make Your Entire Workforce:
ü 100% More Productive
ü 100% Error-free
ü 100% Customer Experience-driven
2. Sponsored Content CRM Magazine | February 2016 WP15
And what is the cost of keeping some
of your SMEs idle? As businesses face
competition from an increasingly global
market they struggle to justify the cost
of keeping a pool of experts waiting for
calls and often make staff cuts which risk
their CX.
Why not make all your agents SMEs
by guiding them, like a GPS, with best
practices that enable them to learn on-the-
job – and remove the need for lengthy and
expensive training? Give all your agents the
ability to find the directions or additional
information they need to complete even
unfamiliar tasks to expert standards.
Creating a multi-skilled team of
this nature is also very cost effective as
every employee can pick up new tasks in
response to changing customer demands
and business needs. Employees also enjoy
a significant sense of empowerment in this
type of environment improving employee
engagement which increases productivity –
and reduces turnover.
GOAL #3: KEEP YOUR KNOWLEDGE
UP-TO-DATE TO REDUCE ERRORS
AND ACHIEVE COMPLIANCE
While the speed at which your business
responds to change dictates success,
not keeping up to date now also carries
significant legal and financial ramifications
and penalties. Agents need access to the
latest knowledge at the time of the call
to avoid making mistakes or compliance
errors. WFO and SBR systems alone
do nothing to address this issue. This
challenge escalates rapidly for contact
centers with geographically dispersed or
outsourced teams where the content owner
may be many time zones away.
Also in an Omni-channel environment
it is critical that all updates you make for
employees are reflected across all channels,
including self-service customer channels –
so that they become an ‘extension’ of your
workforce, helping your customers access
accurate resolution, at their convenience.
Why not enable content owners to
make updates quickly and uniformly to
achieve content accuracy? Give every
agent on your team, irrespective of where
they are located, be it at home, or in an
office across the world, real-time access
to the most up to date local information
and guide them to comply with relevant
industry and government regulations.
Ultimately by empowering every agent
with the guidance they need to become
accurate and productive experts who
provide outstanding CX on every call, you
will be free to add value and focus on
strengthening customer relationships to
improve business profitability – instead of
merely managing the capability or
incapability of your work force.
About Panviva
Panviva is the developer of SupportPoint, a
powerful combination of business process
and knowledge management we call Business
Process Guidance. Like a GPS, SupportPoint
determines an employee’s location in any task
and then guides them through the process
by delivering concise, up-to-date data and
directions. This improves accuracy, compliance
and customer experience while reducing
training time and support costs. SupportPoint
is used by mid-large Enterprises in Contact
Centers, Back Office processing, Learning and
Development and Knowledge Management
departments to improve customer experience
metrics, reduce employee processing errors
and streamline staff onboarding and ongoing
training time and costs.
1 http://contact-centres.com/contact-centre-operational-
benchmarking-reports/
2 http://www.marketwatch.com/story/new-study-uncovers-
critical-flaws-in-standard-call-center-strategy-2015-06-09
3 https://www.linkedin.com/pulse/agent-apathy-your-
companys-achilles-heel-liz-osborn
The Hidden Cost of WFO and SBR
WFO and SBR is not a new idea. More than 100 years ago Henry Ford
followed the same principle to improve efficiency on his factory floor, making
employees perform the same tasks hour after hour, day after day. But a lesser
known fact is the high cost of this efficiency. The monotony burned out Ford’s
workforce contributing to a 370% turnover rate – in fact more than 52,000 men
were hired by Ford just to maintain a workforce of 14,000 working full time.