Too often call center agents lie to cover their lack of performance and productivity. This article talks about some of the lies that Spectrum has experienced over the years.
The document provides an overview of predictive dialer software and services. It discusses how predictive dialers use algorithms to automatically dial multiple numbers and distribute calls to agents efficiently. This increases agent productivity and call volume. Predictive dialers are useful for industries like collections, telemarketing, travel, and banking. The document also outlines key features to look for in predictive dialer software like CRM integration, reporting, and call monitoring.
This document discusses the advantages of using a predictive dialer for outbound call centers. A predictive dialer can automatically dial numbers from call lists, detect invalid responses like busy signals or voicemails, and route successful connections to agents. This improves agent productivity by minimizing non-productive time. The dialer learns call durations and routes calls to agents when they are likely available to take the call. Selecting a predictive dialer requires balancing call volume with available agents to avoid dropped calls. Features like call recording, CRM integration and reporting can help optimize call lists and agent performance.
A to Z Call Center Terms You Want to KnowNaina Rajput
In a call center, agents use various terms which have their specific meanings. Here is the list of A to Z call center terms which will help you to understand their exact meaning.
Quality must move beyond the purview of just the testing organization and must become an integrated part of the entire software development life cycle (SDLC) to reduce schedule-killing rework, improve user satisfaction, and reduce the risks of untested nonfunctional requirements such as security and performance. Vendors have taken note and look to provide tools that support every role in the organization, considerably broadening the testing tools landscape.
Join Margo Visitacion of Forrester and learn:
* Don't lose before you get into the game
* Why load testing can make the difference
* How planning performance testing today can help budget planning tomorrow
* How to develop your test game plan
Infotec Global Services provides 24/7 customer support services across various industries like healthcare. It has a dedicated helpdesk team that handles all customer queries efficiently through different channels like phone and email. The helpdesk follows standard processes to identify issues, create tickets, resolve problems, maintain records and generate reports. Infotec also has robust policies for hiring, training new employees and handling contingencies like technical outages or disasters to ensure continuous customer support.
The document summarizes the responsibilities of a mobile device manager, which include deploying and supporting around 2,500 mobile devices across multiple divisions of a business. Key responsibilities involve application deployment, software and hardware support, troubleshooting issues, and generating reports. The manager is currently involved in a project to replace 1,100 older devices with new Android devices, including assisting with development, deploying 100 devices per week, and providing hypercare support.
The document is a resume for Zodwa Maseko. It includes her contact information, objectives, work experience history from 2015 to present as a Software Support and Test Analyst for Nashua Mobile and from 2012 to 2014 also as a Software Support and Test Analyst for Nashua Mobile. It also lists her education including a Diploma in Information Technology from UNISA from 2013 to present and a Diploma in Assistant Accounting from Boston Business College in 1999.
Good IVR Design is as much about caller behavior and human psychology as it is about technology. In this recorded session, Rebecca Gibson, Contact Center Solutions Consultant with Interactive Intelligence, will discuss 4 critical design principles and 17 best practices that will increase both business results and customer satisfaction with your IVR.
The document provides an overview of predictive dialer software and services. It discusses how predictive dialers use algorithms to automatically dial multiple numbers and distribute calls to agents efficiently. This increases agent productivity and call volume. Predictive dialers are useful for industries like collections, telemarketing, travel, and banking. The document also outlines key features to look for in predictive dialer software like CRM integration, reporting, and call monitoring.
This document discusses the advantages of using a predictive dialer for outbound call centers. A predictive dialer can automatically dial numbers from call lists, detect invalid responses like busy signals or voicemails, and route successful connections to agents. This improves agent productivity by minimizing non-productive time. The dialer learns call durations and routes calls to agents when they are likely available to take the call. Selecting a predictive dialer requires balancing call volume with available agents to avoid dropped calls. Features like call recording, CRM integration and reporting can help optimize call lists and agent performance.
A to Z Call Center Terms You Want to KnowNaina Rajput
In a call center, agents use various terms which have their specific meanings. Here is the list of A to Z call center terms which will help you to understand their exact meaning.
Quality must move beyond the purview of just the testing organization and must become an integrated part of the entire software development life cycle (SDLC) to reduce schedule-killing rework, improve user satisfaction, and reduce the risks of untested nonfunctional requirements such as security and performance. Vendors have taken note and look to provide tools that support every role in the organization, considerably broadening the testing tools landscape.
Join Margo Visitacion of Forrester and learn:
* Don't lose before you get into the game
* Why load testing can make the difference
* How planning performance testing today can help budget planning tomorrow
* How to develop your test game plan
Infotec Global Services provides 24/7 customer support services across various industries like healthcare. It has a dedicated helpdesk team that handles all customer queries efficiently through different channels like phone and email. The helpdesk follows standard processes to identify issues, create tickets, resolve problems, maintain records and generate reports. Infotec also has robust policies for hiring, training new employees and handling contingencies like technical outages or disasters to ensure continuous customer support.
The document summarizes the responsibilities of a mobile device manager, which include deploying and supporting around 2,500 mobile devices across multiple divisions of a business. Key responsibilities involve application deployment, software and hardware support, troubleshooting issues, and generating reports. The manager is currently involved in a project to replace 1,100 older devices with new Android devices, including assisting with development, deploying 100 devices per week, and providing hypercare support.
The document is a resume for Zodwa Maseko. It includes her contact information, objectives, work experience history from 2015 to present as a Software Support and Test Analyst for Nashua Mobile and from 2012 to 2014 also as a Software Support and Test Analyst for Nashua Mobile. It also lists her education including a Diploma in Information Technology from UNISA from 2013 to present and a Diploma in Assistant Accounting from Boston Business College in 1999.
Good IVR Design is as much about caller behavior and human psychology as it is about technology. In this recorded session, Rebecca Gibson, Contact Center Solutions Consultant with Interactive Intelligence, will discuss 4 critical design principles and 17 best practices that will increase both business results and customer satisfaction with your IVR.
Technology is important in education for several reasons:
1. It helps improve the learning experience by providing new tools for students like laptops, tablets, and projectors.
2. Technology allows for improved teacher-student interaction through digital means like online classrooms.
3. Students can more easily access information through technology and online resources to expand their knowledge.
The document discusses how technology is important for humans by making daily tasks easier through applications, and becoming integrated into everyday life. It then focuses on how technology benefits education specifically, highlighting advancements that have improved the learning experience and access to information for students.
This document summarizes the communication and collaboration solutions offered by Tapal Infosys, including hosted phone systems, fax systems, medical communication tools, and complete communications management. Key features highlighted are reliable infrastructure with triple redundancy, powerful features, partnership support, unified communication controls, superb call quality, and guaranteed carrier reliability. Customer testimonials praise the dependable, solution-oriented service and responsiveness.
This document proposes developing the existing desktop CRM application into an iPhone application to address drawbacks like lack of portability, complex layouts, and limited user interaction. The proposed mobile app would simplify workflows, improve efficiency, reduce time wasting, and allow fast data retrieval through a simple and attractive interface requiring minimal clicks. It would give CRM agents portability while allowing them to search for practices and providers, view details, generate cases, and access customer support information through features like login, search, case generation, and a customer officer interface. The app would use Xcode and Objective C for development, integrate with a backend WCF web service on Microsoft Visual Studio, and store data in a Microsoft SQL Server database.
10 Call Center Statistics To Help You Stay on Top of the Trendsjincy joy
This document summarizes call center statistics and trends to help call centers stay on top of changing customer preferences. It finds that 74% of consumers contact support by phone while 62% use email, and 49% start with phone support while 43% use online support. It also discusses how voice will remain the most used customer service channel but decline, while chat, messaging and social media usage will increase due to new technologies like chatbots. The document aims to help call centers understand customers and competitors better to improve customer experience.
The document discusses various technologies used in modern call centers, including VoIP, screen pop, CRM, call queuing, queue callback, call analytics, call recording, VoIP softphones, and PBX. It provides details on how these technologies help direct calls to agents and enable remote work while lowering costs and improving the customer experience. The document also introduces related vocabulary terms and includes practice questions to test comprehension.
The document provides information about setting up a mobile app for an accounting firm. It discusses how most clients now use mobile devices and apps to manage their finances, making it important for accounting firms to have a mobile presence. Not having an app could make firms replaceable as software companies directly engage with clients. The document outlines the benefits an app could provide firms, such as improved communication, marketing and client services. It also reviews pricing options and provides a special discounted offer for firms that sign up immediately after the presentation.
The document discusses best practices for web-based reporting in call centers. It recommends that managers have access to summary data on group performance metrics as well as the ability to drill down into more detailed real-time and historical data on groups, agents, and thresholds. This allows managers to monitor call center status remotely while gaining insights into both current and long-term agent and group performance. Security is also important, recommending intranet-based reporting with username/password access controls.
6 Tips to Successful Call Center ReportingSpectrum
Successful reporting in your contact center is something that helps you improve productivity, increase revenue, manage agent performance and adherence and reduce or eliminate the daily challenges. However, for most managers, part of the challenge is having the combined consolidated information that keeps you alert and aware of the contact center status.
There are multiple reasons why knowing an agent's current state and historical state reporting is important for contact center performance and efficiency. Agent state reporting provides awareness of what agents are doing, allows for call, email and chat routing, and enables performance reviews. It justifies positive or negative reviews during annual evaluations by showing time spent in productive versus non-productive states. Monitoring agent states across different contact channels like voice, email, chat and social media also helps managers identify unproductive behaviors like agents extending non-call handling times. Overall, accurate agent state reporting is a vital tool for managers to evaluate productivity, provide feedback, and make improvements across the contact center.
How to use activity code in your call centerTentacle Cloud
It is very difficult to keep a track of communication on daily basis in a contact center. Call disposition code or activity codes are the tags that are used to designate the outcome of a call.
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How To Improve Your Bottom-Line Through Better Agent ExperienceLiveops
The connection between agent experience and customer experience and its bottom-line impact has been inferred over the years, but a new study conducted by Liveops & Dr. Natalie Petouho's Customer Experience Research Group looked more closely at this impact on both operational costs and revenue generation in the contact center.
Malarvizhi D has over 2.5 years of experience in Java development and production support. She has worked on projects involving technologies like Java, J2EE, Servlets, JSP, Hibernate, AngularJS, and more. Her responsibilities have included analyzing user issues, coordinating with teams to resolve incidents, creating change requests, and more. Currently she works at Wipro Technologies as a Project Engineer on projects like an Employee Management System and supporting Citibank's cards and collections. She has a BE from Panimalar Engineering College and is located in Chennai.
The document discusses the need for software testing in software companies. It provides reasons why testing is important such as to ensure quality, meet requirements specifications, and satisfy customers. Testing helps find defects so developers can fix issues. When a tester finds a bug, they create a bug report with details like the defect ID, description, steps to reproduce, and severity. The document also provides contact information for a software testing training institute.
Unified Contact Center Reporting, July 2016 news letter on Contact Center Decisions. There's a place for Digital Signage, Dashboards, Desktops, and Mobile Reporting within the Contact Center environment, July's news letter covers the benefits of each method.
Asdialer | How Auto Dialer Plays a Vital Role in Customer ServiceAresync
Auto Dialer plays a very important role in the field of business. It helps small, medium and large-scale business to increase their sales and business ROI in very small span of time. The Detail discussion is available in this article.
The document provides details of the applicant's experience working as a Junior Project Manager and Business Analyst for Old Mutual. Their responsibilities included converting business requirements into user stories, developing test cases, managing projects using tools like Microsoft Project and Trello, seeking vendor quotations, expense management, and various administrative tasks like drafting minutes and letters. They also assisted with mobile app development, testing, and market research projects.
A white paper on the best practices for reporting in the contact center. This white paper covers reporting for wallboards, desktops, dashboards, email, web based reports, and data collection.
Technology is important in education for several reasons:
1. It helps improve the learning experience by providing new tools for students like laptops, tablets, and projectors.
2. Technology allows for improved teacher-student interaction through digital means like online classrooms.
3. Students can more easily access information through technology and online resources to expand their knowledge.
The document discusses how technology is important for humans by making daily tasks easier through applications, and becoming integrated into everyday life. It then focuses on how technology benefits education specifically, highlighting advancements that have improved the learning experience and access to information for students.
This document summarizes the communication and collaboration solutions offered by Tapal Infosys, including hosted phone systems, fax systems, medical communication tools, and complete communications management. Key features highlighted are reliable infrastructure with triple redundancy, powerful features, partnership support, unified communication controls, superb call quality, and guaranteed carrier reliability. Customer testimonials praise the dependable, solution-oriented service and responsiveness.
This document proposes developing the existing desktop CRM application into an iPhone application to address drawbacks like lack of portability, complex layouts, and limited user interaction. The proposed mobile app would simplify workflows, improve efficiency, reduce time wasting, and allow fast data retrieval through a simple and attractive interface requiring minimal clicks. It would give CRM agents portability while allowing them to search for practices and providers, view details, generate cases, and access customer support information through features like login, search, case generation, and a customer officer interface. The app would use Xcode and Objective C for development, integrate with a backend WCF web service on Microsoft Visual Studio, and store data in a Microsoft SQL Server database.
10 Call Center Statistics To Help You Stay on Top of the Trendsjincy joy
This document summarizes call center statistics and trends to help call centers stay on top of changing customer preferences. It finds that 74% of consumers contact support by phone while 62% use email, and 49% start with phone support while 43% use online support. It also discusses how voice will remain the most used customer service channel but decline, while chat, messaging and social media usage will increase due to new technologies like chatbots. The document aims to help call centers understand customers and competitors better to improve customer experience.
The document discusses various technologies used in modern call centers, including VoIP, screen pop, CRM, call queuing, queue callback, call analytics, call recording, VoIP softphones, and PBX. It provides details on how these technologies help direct calls to agents and enable remote work while lowering costs and improving the customer experience. The document also introduces related vocabulary terms and includes practice questions to test comprehension.
The document provides information about setting up a mobile app for an accounting firm. It discusses how most clients now use mobile devices and apps to manage their finances, making it important for accounting firms to have a mobile presence. Not having an app could make firms replaceable as software companies directly engage with clients. The document outlines the benefits an app could provide firms, such as improved communication, marketing and client services. It also reviews pricing options and provides a special discounted offer for firms that sign up immediately after the presentation.
The document discusses best practices for web-based reporting in call centers. It recommends that managers have access to summary data on group performance metrics as well as the ability to drill down into more detailed real-time and historical data on groups, agents, and thresholds. This allows managers to monitor call center status remotely while gaining insights into both current and long-term agent and group performance. Security is also important, recommending intranet-based reporting with username/password access controls.
6 Tips to Successful Call Center ReportingSpectrum
Successful reporting in your contact center is something that helps you improve productivity, increase revenue, manage agent performance and adherence and reduce or eliminate the daily challenges. However, for most managers, part of the challenge is having the combined consolidated information that keeps you alert and aware of the contact center status.
There are multiple reasons why knowing an agent's current state and historical state reporting is important for contact center performance and efficiency. Agent state reporting provides awareness of what agents are doing, allows for call, email and chat routing, and enables performance reviews. It justifies positive or negative reviews during annual evaluations by showing time spent in productive versus non-productive states. Monitoring agent states across different contact channels like voice, email, chat and social media also helps managers identify unproductive behaviors like agents extending non-call handling times. Overall, accurate agent state reporting is a vital tool for managers to evaluate productivity, provide feedback, and make improvements across the contact center.
How to use activity code in your call centerTentacle Cloud
It is very difficult to keep a track of communication on daily basis in a contact center. Call disposition code or activity codes are the tags that are used to designate the outcome of a call.
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How To Improve Your Bottom-Line Through Better Agent ExperienceLiveops
The connection between agent experience and customer experience and its bottom-line impact has been inferred over the years, but a new study conducted by Liveops & Dr. Natalie Petouho's Customer Experience Research Group looked more closely at this impact on both operational costs and revenue generation in the contact center.
Malarvizhi D has over 2.5 years of experience in Java development and production support. She has worked on projects involving technologies like Java, J2EE, Servlets, JSP, Hibernate, AngularJS, and more. Her responsibilities have included analyzing user issues, coordinating with teams to resolve incidents, creating change requests, and more. Currently she works at Wipro Technologies as a Project Engineer on projects like an Employee Management System and supporting Citibank's cards and collections. She has a BE from Panimalar Engineering College and is located in Chennai.
The document discusses the need for software testing in software companies. It provides reasons why testing is important such as to ensure quality, meet requirements specifications, and satisfy customers. Testing helps find defects so developers can fix issues. When a tester finds a bug, they create a bug report with details like the defect ID, description, steps to reproduce, and severity. The document also provides contact information for a software testing training institute.
Unified Contact Center Reporting, July 2016 news letter on Contact Center Decisions. There's a place for Digital Signage, Dashboards, Desktops, and Mobile Reporting within the Contact Center environment, July's news letter covers the benefits of each method.
Asdialer | How Auto Dialer Plays a Vital Role in Customer ServiceAresync
Auto Dialer plays a very important role in the field of business. It helps small, medium and large-scale business to increase their sales and business ROI in very small span of time. The Detail discussion is available in this article.
The document provides details of the applicant's experience working as a Junior Project Manager and Business Analyst for Old Mutual. Their responsibilities included converting business requirements into user stories, developing test cases, managing projects using tools like Microsoft Project and Trello, seeking vendor quotations, expense management, and various administrative tasks like drafting minutes and letters. They also assisted with mobile app development, testing, and market research projects.
A white paper on the best practices for reporting in the contact center. This white paper covers reporting for wallboards, desktops, dashboards, email, web based reports, and data collection.
The document discusses a lead management system and process. It describes the key steps as (1) capturing leads from various sources, (2) tracking lead activities and progress, (3) distributing leads to sales teams, and (4) nurturing leads through communications until deals are closed. Integrating the system with cloud telephony allows for better lead tracking, communication history review, automatic updates, and productivity reporting.
Debashis Kumar is a software tester seeking a challenging role utilizing his 2.7 years of experience in software testing. He has experience in test case creation, execution, defect logging, and reporting using tools like Jira, Quality Center, and Testrail. His experience includes testing web, mobile web, and mobile applications for clients in various domains like healthcare, finance, and insurance. He has a Bachelor's degree in Electronics and Telecommunication Engineering and is proficient in English, Hindi, Bengali, and Oriya.
Debashis Kumar is a software tester seeking a challenging role utilizing his 2.7 years of experience in software testing. He has experience in test case creation, execution, defect logging, and reporting using tools like Jira, Quality Center, and Testrail. His experience includes testing web, mobile web, and mobile applications for clients in various domains like healthcare, finance, and insurance. He has a Bachelor's degree in Electronics and Telecommunication Engineering and is proficient in English, Hindi, Bengali, and Oriya.
Benefits of using a bug tracking softwareOrangescrum
A bug tracking software is relevant to find, fix and track bugs to reduce the cost of development and deliver a high-quality product to customers. It further saves time and enhances the team’s productivity.
Testing, QA, and QC are processes to ensure software quality. Testing identifies defects through intentional efforts to make software fail. QA ensures quality standards are followed throughout development. QC verifies software meets predefined standards. Together, testing, QA and QC aim to find and fix defects early to deliver high quality software. The document discusses various testing types like black box/white box testing and provides examples of real world software failures caused by a lack of effective testing.
Similar to Software not working or agents lying (20)
Real time reporting for Cisco UCCX and UCCEeSpectrum
Spectrum Real Time Reporting provides enhanced reporting capabilities for Cisco UCCX and UCCE, allowing contact center managers to modify report layouts and combine data from other applications and platforms. It offers flexibility in report design, inclusion of multiple data sources, customized visual displays, and threshold-based alerts. The solution is bundled with Cisco UCCX and UCCE, available both on-premise and as a SaaS product, addressing customer needs while preventing loss of projects to other platforms.
NeXorce Enterprise Software provides real-time and historical reporting from Avaya CMS, collecting additional data outside the Avaya platform. It offers more visually appealing reports and options than Avaya CMS alone. Reports include real-time data for intervals and days, as well as historical reports. Real-time interval reports show productivity without daily totals blurring results, while day reports show total productivity. Historical reports allow managers to review total performance by groups and agents from multiple combined sources.
The document discusses business intelligence (BI) reporting in contact centers. It explains that BI reporting can provide both operational reports about current performance as well as historical trend reports. Ideal BI reports combine both types of data to help monitor and improve the contact center business. The document also outlines several key steps for effective BI reporting, such as selecting relevant data based on reporting goals, filtering out unnecessary data, communicating with end users, and being willing to adjust reports over time as needs change.
Dashboards can contain an a lot of critical data. How much is too much? Evaluate your business needs and goals to determine what is the right data and what is too much content.
Spectrum's June 2016 Newsletter covering Contact Center Wait Times for Voice, Chat, and Email. Understand your customers acceptable wait times depending on the reason for contacting, the contact method, industry, time of day, month, and time of year. #Desktops #Dashboards #WebReports
The document discusses the need for contact center dashboards that can consolidate data from multiple sources, allow for drill down of details, be dynamically configured to user needs, have a visual design optimized for information display, and be easy to implement and modify. Standard dashboards from contact center software providers often lack these capabilities. A unified reporting solution is recommended to provide a fully featured dashboard overcoming the limitations of single platform dashboards.
Macro data is a phrase that is used to describe to types of data: aggregated data and system level data. In the call center this usually means voice, email, chat data and internal critical data. In the call center we often use macro reporting for the entire center, group or teams of agents, depending on the size of the call center.
Key Success Factors for a Performance DashboardSpectrum
The key success factors for an effective performance dashboard include proper definition of target audiences and relevant metrics, simplicity and manageability of the dashboard, and sustained leadership through a "dashboard champion." A study of over 30 organizations found that dashboards are most effective when they have a few clearly defined metrics aligned with business objectives, support from executive leadership, and maintain a simple design that is easy to implement and use. Microsoft Excel was the most commonly used tool for dashboard development due to its accessibility, low cost, and ability to produce quick results.
Call centers have analytics from many sources, which one should you choose and why? This brief paper talks about how to choose the analytics within your call center.
Article talking about the needs for managing data within the contact center. A lot of data is available and should be summarized to see where the gaps are in the multichannel contact center.
There are challenges in the contact center that make it necessary to have reports that help reduce the lack of productivity and poor agent performance. The positioning of those reports depends on the audience and the goals.
Which metrics matter to Call Center Managers?Spectrum
A brief article on metrics that managers are asking for on their call center dashboard. The metrics also vary based on the industry, group or department within the contact center. many articles write about the metrics that you must have in your reports. But what is not considered is the managers view point, goals, and objectives.
Corporate communications and digital signageSpectrum
Corporate communications varies based upon the information being shared, how the content is displayed and who is in the audience. Breakrooms, cafeterias, hallways and lobbies all are places for LCD screens to display real time information.
Reporting for managers needs to be real time and historical covering groups down to agents. The data needs to be summarized and allow for drill down into agent details. Status and performance metrics are vital to the managers dashboard.
A brief article on wallboard content for call centers. Keep negative agent specific content off of the public wallboard and push it to the agents desktop.
The document discusses top call center metrics based on a survey of 100 call center managers. The top 10 metrics reported were calls in queue, oldest call waiting, abandoned calls, average handle time, service level, total calls received, agents staffed, average speed of answer, average talk time, and average hold time. Different types of call centers prioritize different metrics based on their goals. While no single metric can evaluate a call center, a balanced scorecard using multiple weighted metrics may provide a more complete picture of performance over time.
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
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In World Expo 2010 Shanghai – the most visited Expo in the World History
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Presentation by Herman Kienhuis (Curiosity VC) on Investing in AI for ABS Alu...Herman Kienhuis
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Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
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Software not working or agents lying
1. Software not working or Agents Lying? May 2014
I did not get any messages. No one sent me any emails. I did not hear any audio alerts. Nothing
ever pops-up on my screen. Numbers never change color on my screen. Are these the replies
you are getting from your agents? If so before you contact your IT department or software
provider double check things with your agents.
Call centers around the world are having this same “problem”. The software that alerts the
agents about calls, email, chats, open tickets, etc. is being blamed for poor performance levels.
This reporting / alerting software is used to notify and alert agents, supervisors and managers of
the current contact center status.
Threshold levels are set to alert and notify the call center of the current status or performance
below the goals. These KPI goals are critical to the success of the business. By answering calls,
emails and chats prior to the threshold level the business will continue to generate revenue or
meet customer expectations. By not hitting these goals the business will suffer a drop in revenue
or an increase in production costs.
From the agent point of view the desktop wallboard could be popping up in such a place as to
block critical information which affects their performance. Or the audio alerts that are made
loud enough that anyone can hear it also hurts their ears. It could be there are real reasons why
the agents are not responding to desktop alerts. However, it could be that the agents are lying to
you.
There are agents that are not trying very hard to meet their performance goals and use any excuse
possible for their numbers to be above or below their targets. If they are reviewed by the
manager or supervisor about their performance they will come up with reasons for their lack of
performance.
These are two examples of actual agent statements.
Example One:
A Telecom IT Manager contacted their provider of desktop wallboards because they wanted to
upgrade the software to the latest version and “hopefully it will work like we want it to”. This
statement was a surprise and disappointment to the provider. So the planned call was changed to
a webinar to be able to go through their existing software and discuss the features.
The IT Manager told the software provider that they would like the desktop wallboard to “pop-
up” when there was a call waiting, change the KPI colors when there was a call waiting and the
wait time was over 30 seconds and finally send a message to the agent if the call center contact
volumes (calls and emails) were above a critical level at that time of day.
2. At that time the software provider mentioned to the customer that all of those features existed
within the software. Then the provider demonstrated to the IT manager these features. Quickly
the webinar ended so he could get into a meeting with the call center manager.
The meeting provided the IT manager more details about the statements from the agents and the
manager had not checked the software to see if in fact it was not working and had those features.
The software was checked and the found that those features existed and were working. So the
agents were met with individually and it was found that they were in fact exaggerating about the
software not working.
The agents were lying because of the dual pressure they were under; meeting KPI goals but
keeping customers extremely pleased with the business. So the agents in order to meet their
customer satisfaction numbers lied about seeing and hearing the threshold alerts. The manager
held a meeting to go over the threshold and customer expectations and hold to end the calls
quickly once the customer issue is resolved.
Example Two:
Within this contact center agents are logged into one skill group for voice, email and chat. The
agents are not able to log themselves into another group or have emails and chats forwarded to
them from another group. The agent skill group changes are made by their Supervisor. When
the contact volume between skill groups varies enough that the agent needs to be logged into
another group the supervisor will manage this change and alert the agents affected.
The positive about this change is the contact volumes are managed to the best of the call centers
ability. But there are multiple negatives including agents not being notified that they are being
moved from one group to another group and the supervisor having to take the brunt of the anger
from the agents when they are moved to a new group.
The lies that began were the agents stating that they were not getting any messages about the
skill group changes that were made and the supervisors lying about when the messages were
sent.
The software provider was asked about this to see if the software was functioning properly prior
to having meetings with the agents and supervisors. In all cases the software was working
3. perfectly and to show this to the manager and IT the software event logs were being made
available to the manager so they could see exactly who and when the messages were sent and to
whom the messages were sent. After two days of reviewing the logs, live, the manager learned
that there was a few internal issues with this procedure and the software was working fine.
At Spectrum the Support Manager has stated that the department receives trouble shooting
tickets from customers that state they are having trouble with the agents desktop wallboard.
After reviewing the problem with the customer IT department the Spectrum support department
will review the software, software logs and communicate directly with the call center managers.
At that time the Spectrum support department will request a log into the agents desktop so they
can review the “problem” the agent is having. More than 90% of the time the agent says the
problem has gone away and Spectrum no longer receives trouble tickets for this ghost problem.
Software problems do occur and will happen at the least expected time. Telecom IT departments
do a great job investigating problems and doing what they can to get software functioning
properly again. When needed they log tickets with the software providers who then begin the
resolution process. From Spectrum’s experience and recommendation if the agents are
suggesting a problem that sounds unusual it is best to internally investigate that problem prior to
logging tickets with the software provider.
In defense of the agent their workloads can and do fluctuate and a change of internal processes
can increase the stress on the agents. When these things happen the convenience of software
problem will help diminish the stress.
Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to
discuss your desktop wallboards. For more examples of reporting visit our website and the
products page. http://www.specorp.com/products
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Dan Boehm
VP Sales and Marketing
Spectrum
dboehm@specorp.com
+1 713 986 8839