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ROI - The Proof is in the Call Center
- Presented by Autonomy eTalk
Determining the ROI for contact center technologies can be a challenging task, particularly since it's so difficult to map direct correlations between a software implementation and intangible performance gains. In this paper, Richard Bucci, Associate Consultant, the Pelorus Group, interviews etalk customers to uncover tangible productivity gains specifically associated with the use of quality monitoring and recording products.
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The Case for Conceptual Speech Analytics
- Presented by Autonomy eTalk
Market presence and stability is a critical differentiator in today’s economy. To maintain a competitive edge, businesses must be able to tap into every resource within the organization, including the customer contact center, to extract actionable information. Speech analytics technology processes audio information automatically and without human intervention, enabling businesses to leverage its voice interactions as a strategic asset. But to truly understand what customers are saying, organizations must look beyond legacy audio search technologies and invest in conceptual analytics that can understand the customer conversation and deliver actionable intelligence based on meaning.
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The Business Value of Whole Call Recording
- Presented by BBN Technologies
As companies seek every opportunity to improve customer loyalty and cost efficiency, whole call recording and analytics is becoming an invaluable tool. It’s no longer sufficient to focus exclusively on call segments handled by internal agents - and ignore transfers, partners and IVR automation. In this white paper, you’ll learn how you can get whole call recording without any new hardware or software. And, how whole call analytics sheds light on the 60-70% of voice brand experience and 20-30% of voice contact costs that you can’t see today.
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Improving Customer Experience through Peer-based Quality Management
- Presented by CallCopy
Traditional quality management (QM) techniques have long been leveraged to improve the customer experience. But is it possible that there's a more flexible and adaptable way? In this whitepaper we explore peer-based quality management, an alternative QM methodology that allows organizations to improve the overall customer experience.
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This Call May Not Be Recorded
- Presented by CallCopy
We've all heard the announcements: "This call may be recorded for quality and training purposes." Many companies across diverse industries record some or all of their telephone traffic, but should they? Some states have laws regarding call recording, requiring consent from both parties being recorded. If there is not informed consent, you may be breaking the law in many states by recording a call to or from a person in that state. Other regulations, such as the compliance standards set by the Payment Card Industry (PCI) Council, have restrictions on the storage of and access to data that contains a credit card number. Recorded calls and computer screens can often contain credit card numbers, and may be subject to the same security standards as other information systems. The jury is still out on the full impact these regulations have on call recording in business today. This CallCopy whitepaper takes a deeper look at the restrictions that may put your call logger at risk, and effective ways to mitigate that risk.
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Contact Center Quality Assurance Guide -Building a World Class QA Program
- Presented by DMG and VPI
Want to Build a Highly Effective Quality Assurance Program?
Now Available: The DMG 2009 Contact Center QA Guide Harsh economic times are forcing organizations of all types and sizes to cut costs and maximize every opportunity. Now more than ever, it’s vital to ensure that your contact center is operating as efficiently and effectively as possible, and a strong, well-designed Quality Assurance program is fundamental to this goal. Quality assurance isn’t an option for contact centers – it’s essential for the success of the contact center, customer and agent satisfaction, improving agent and supervisor productivity and effectiveness, and keeping management in touch with staff performance. Whether you’re looking to breathe new life into your existing QA program, or considering starting from scratch, the DMG Contact Center QA Guide: Building a World-Class Quality Assurance Program is an absolute must-read for every contact center professional. Offering nearly 100 pages packed with valuable information, this easy-to-follow, step-by-step guide is the most comprehensive QA resource guide available today.
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Ensuring Data Validity
- Presented by HigherGround, Inc.
Prepared by independent industry consultant Henry Baird Telecom Directions LLC
"Ensuring Data Validity" discusses the diagnosis and resolution of service quality problems in contact centers, with particular emphasis on the importance of of valid performance measurement. This report is an installment in a three-part of series dedicated to Maintaining Service Quality in the Contact Center sponsored by HigherGround, Inc. Download the report to obtain a better understanding of:
- The importance of Key Performance Indicators
- Avoiding Potential Pitfalls
- KPIs and Mission-Focused Service Quality
- KPIs as Business Intelligence
- Using Analytics Tools
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Home Based Agents Don't Degrade Quality
- Presented by HigherGround, Inc.
By Keith Dawson, Senior Analyst, Frost & Sullivan
The Analyst Article "Home-Based Agents Don’t Degrade Quality" reviews the popular misconception by call center managers that Remote Agents fail to meet quality and performance expectations. This report explains the often overlooked benefits of a decentralized agent pool including: lower overhead, reduced agent turnover, and quality improvement. The editorial looks at Manchester Unity, a private health insurer, and the struggles and triumphs they have encountered with a 20% remote agent pool.
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To Be a Profit Center, Stop Being a Silo
- Presented by HigherGround, Inc.
Traditional views of the contact center are very operational: people who work and manage in that environment
have been trained to see what they do as expensive. Therefore, managers have always emphasized cost control.
What they are measured on tends to be very activity-based: how many calls, how long the calls last, how many
minutes of talk time per agent hour, and so forth.
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You Don’t Know What You’re Missing-The Trend Towards Full-Time Recording
- Presented by HigherGround, Inc.
You Don’t Know What You’re Missing-The Trend Towards Full-Time Recording
Prepared by Industry Analyst Dick Bucci
The PELORUS Group
Call recording systems are becoming a staple in the modern call center. According to our research at the PELORUS Group, automated call recording systems are widely used in the nation’s 61,000 call centers. Over 80 percent of call centers with 500 or more agents and over 60 percent of call centers with 200 – 500 agents deploy automated call recording systems. Download the white paper now
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Recording and Quality Monitoring for Regulatory Compliance
- Presented by Interactive Intelligence®
Organizations can no longer avoid the regulatory environment and its impact, and must look to their people, processes and technology to assist them in maintaining and proving compliance. The Interactive Intelligence integrated suite of products provides a platform from which managers, compliance personnel and trainers can mentor employees on compliance, and measure their performance towards that goal. This whitepaper covers best practices in monitoring, recording and scoring agents to achieve and substantiate compliance.
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'Experience Management' the Heartbeat of Your Business
- Presented by NICE Systems
Preface In a world of virtually frictionless supply and demand conditions where businesses have less control over pricing, and where your customers are most likely to obtain products at a price they desire, where is your competitive edge? When customers are in charge of defining your channel and the price they want
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Investing for Opportunity in a Challenging Business Environment
- Presented by NICE Systems
Given the current business environment it’s tempting for companies to batten down the financial hatches and ride out the economic storm. Some businesses, however, believe that a challenging business environment presents an ideal opportunity to gain advantage. As their competitors severely reduce, or eliminate, capital spending they follow a contrarian strategy. Continuing with targeted investing aimed to improve customer satisfaction, reduce operating expenses – or more.
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Customer Loyalty at a Crossroads - Ideas to Retain Customers
- Presented by Verint® Witness Actionable Solutions®
By Brynn Palmer, Principal, The Customer Experience Doctor and Oscar Alban, Principal, Global Solutions Consultant,
Verint® Witness Actionable Solutions
In today’s recession, highly loyal customers are defecting in record numbers. There’s a distinct possibility that they will become—and remain—loyal to opposing brands when the economy rebounds. What can your business do to retain its customers and nip brand erosion in the bud? Sign in now to download this white paper for some helpful ideas.
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Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
- Presented by VPI and DMG Consulting
Authored by premier analyst firm DMG Consulting. Compliments of VPI
Learn How to Take Your Contact Center to the Next Level with Powerful and Surprisingly Cost-Effective Screen Analytics.
As the economy starts to recover, contact centers are being asked to continue to reduce their operating expenses while further optimizing the customer experience - without making major resource investments. Desktop screen analytics is a new, practical, easy-to-implement solution to this challenge. Enterprise and contact center managers who want to rapidly and cost effectively identify insights about business processes, Quality Assurance, customer needs and agent performance issues should seriously consider screen analytics.
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Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance
- Presented by VPI and the Pelorus Group
Do You Record or Plan to Record Your Calls? Do Your Employees Discuss Sensitive Information Over the Phone? Then Download this Must-Read White Paper. To avoid costly violations and ensure customer credibility, you need to be aware of many of the new and evolving laws, regulations, and industry standards that most profoundly effect contact centers, what you can do to avoid problems, and where to go when you need help. Sign in to and learn about legislation impacting how contact centers record, archive, and use customer interactions. You'll also learn how to properly implement the right call recording and quality monitoring solutions to avoid costly mistakes and problems.
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Resource Guide: Best Practices in Call Center Recording, Quality Monitoring and Coaching
- Presented by VPI and the Pelorus Group
Authored by renowned analyst Dick Bucci from The PELORUS Group. Compliments of VPI
Are You Effectively Monitoring and Coaching Your Agents? Are Your Quality Assurance and Training Processes Optimized?
Download this must-read, complimentary new resource guide to learn:
• Which customer interactions to record and monitor to optimize service quality and performance
• How and how often to monitor and coach your agents
• Who should perform quality monitoring evaluations
• How to develop an effective quality monitoring evaluation form
• How to successfully conduct calibration sessions
• How to perform and measure the effectivness of targeted coaching
• How to select the new technologies that can help you improve your call center quality and training programs and processes
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ROI Benefits of Recording, QM, Analytics and eLearning Technologies
- Presented by VPI and the Pelorus Group
The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies (authored and featuring research by The Pelorus Group)
ready to upgrade your contact center? Looking to implement new quality or performance management solutions or replace some of your existing applications?
If so, it's now time to zero-in on the most appropriate technology and ask management for the money. This must-read white paper, authored by renowned industry analyst Richard Bucci from The Pelorus Group, is crucial for any contact center professional looking to take their organization to the next level. You'll learn about the key components for developing a compelling and convincing business case for your successfully obtaining your contact center investment funds, including:
The importance of building both business and ROI cases
How to prepare your funding request
The many financial benefits of call recording, quality management, performance analytics, and eLearning solutions
How to prepare your ROI analysis, and much more
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