Call Center Week 2016 Summary
education program featuring Master Classes on CX and talent development led by
industry experts…site tours of customer service paragon Zappos and the high-activity
call center of the Las Vegas Valley Water District …an array of solution
provider workshops covering everything from better serving mobile customers to
employee engagement and eLearning to
journey mapping and messaging…an awards gala…end-user led sessions a
series of peer-to-peer roundtables…keynotes, meet-ups and special events in the
exhibit hall. Those were some of the highlights of the 17th Annual
Call Center Week, held from June 27 to July 1 at the Mirage in Las Vegas.
audience of 2,000 attendees had the opportunity to meet with more than 200
technology solution providers, and hear from a roster of over 130 speakers.
CRMXchange was on the exhibit floor to learn more about the innovative new
products and services coming up in the marketplace.
– Employee Recognition programs
which was founded in 2007 as an offshoot of the Carlton Group and Global Reward
Solutions, develops and manages a number of the world's largest customer
loyalty and employee recognition programs. Their SaaS cloud-based platform
enables businesses to quickly set up and deploy cost-effective recognition
programs, as well as sales and channel incentives, training programs and
company’s programs offer a variety of selections: electronic goods, household
appliances, sporting goods, event tickets, global vacations, and travel sections.
Employees have the ability to gain access to their points and literally spend them
Organizations have the ability to gamify
their employees’ and customers’ achievements by rewarding them with virtual
badges or trophies. Managers and executives can choose
the performance, sales, and behavior metrics they wish to monitor and reward.
Comprehensive reports help track points and redemption rates. This helps to build
an understanding of team motivation, and provide insight on return of
Power2Motivate Metric Manager lets organizations create rules based on customers’
status levels, target SKUs and member or product data. All of this information
can be converted into leaderboards to motivate customers. Their incentive
programs drive performance through behavioral change. The programs make it easy
for companies to reinforce positive behaviors.
company just introduced GCodes as a separate entity, a
virtual gift code that can be delivered instantly to contacts all over the
globe. Companies can create an account to buy single or bulk GCodes that
instantly convert to valid currency in 85 nations. In addition, GCodes can be
fully integrated with Salesforce or businesses can connect directly with the GCodes
API to order in real time.
– Help Desk and Customer Support Solution
HappyFox, a help
desk and customer support software solution, enables organizations to cut down
on the chaos factor while fostering a greater sense of order throughout the
entire support process. It incorporates a
robust support ticket system, self-service knowledgebase and community forums. The
cloud-based, mobile-ready and fully customizable solution converts any communication
received via email, live chat or phone into actionable tickets. Companies can set
due dates, categorize tickets under the default categories or create their own
custom categories. Custom priorities and statuses can also be created for
tickets based on organizational requirement.
support ticket features allow an organization to forward all the details of a
specific ticket --including all replies --to a specific email ID. HappyFox Chat
enables agents to remain in the conversation while searching for data. Its
user-centric design makes it easy to access the data quickly and concisely. The
customer’s history and interactions are brought to the agent in a single
snapshot. This capability empowers
actionable insights on customer behavior, more personalized promotions and more
productive customer conversations. HappyFox Chat is integrated with 120 apps
and includes a mini-dashboard
that shows what is happening in the contact center…traffic, chat, agent stats, and
Kipany (Screenplay) - Turning
Customer Care to a Profit Center
ScreenPlay, Kipany’s web-based data-driven, customizable
Customer Engagement platform, provides businesses with a suite of tools to enhance
their customer interactions. ScreenPlay IDR provides an intuitive, flexible,
user-friendly experience, allowing customers to effectively self-serve before
any agent assistance is needed. The system provides unlimited paths to answer most
questions, and the ability to perform tasks in a fully-automated, guided
interaction that is easy to follow. Customers have the ability to request a
live agent at any time during an interaction and can either be connected, or have
an agent call them back.
If an agent is required, ScreenPlay IDR auto-directs the
customer to the most appropriate agent for that specific call, based on fully
customizable parameters. The ScreenPlay IDR is highly adaptive, and can make
adjustments in real time without any IT assistance. The solution provides
analysis from the back end which helps companies create dynamic content on the
voice channel and use the knowledge that’s been developed on the customer to
generate better content on self-service,
website, SMS, social media and chat.
ScreenPlay IDR can deliver measurable and significantly
increased First Contact Resolution (FCR) rates, while helping to decrease costs,
lower average handle time, and customer callbacks in all environments. A Digital
Response Guide empowers agents to make the most logical next statement during
WEBTEXT Contact Center Text
that carriers have been allowed to text-enable toll-free numbers and
regulations are easing, SMS is gaining momentum as a customer communication
channel. Using WEBTEXT, agents can identify a cell phone caller and text them
information in real time during a conversation. Agents also have a complete history
of all messaging sent to/from a caller’s number.
With automated notifications, organizations now have the ability to send automated bulk
SMS messages from their business systems using their existing toll-free number
and receive replies from customers. When used with WEBTEXT Contact Center Messaging
products, message replies can either be forwarded to a contact center chat
agent or to the business system, depending on their content.
WEBTEXT is the first
messaging company to successfully integrate Facebook Messenger into both eGain and
LivePerson webchat and deliver it into Cisco and Avaya contact centers.
iQVentures views agents as the face of a business and considers finding the right ways to
help agents improve as critical to enhancing customer engagement and delivering
superior service. Speech analytics is a key factor that makes such improvements
possible. SpeechiQ provides the ability to easily retrieve and review any key
word or phrase within the recorded call, and score the call within the same
an IBM Watson Ecosystem Partner, iQVentures’ application enables companies to
analyze recorded calls for quality assurance with sentiment analysis. Businesses
can evaluate customer sentiment by agent, salesperson, call center, campaign
and more over any period of time. Recently
launched is a Generally Available (GA) version of Watson Tone Analyzer that
includes service improvements to enable tone detection in a broader variety of
communications. The new service has improved textual tone detection models
across the categories of Emotion, Language and Social and has expanded context
sensitivity. Going beyond using lexical tokens to interpret tones, iQVentures
has incorporated additional features such as punctuations, emoticons, and
language parameters. As a result, the service is able to provide more robust
The emotion detection
models have been trained to include slang words. Many of their sponsor users employ
the use of Tone Analyzer on social media posts, finding it key that the emotion
models could recognize tones in the style of communication commonly used in
is focusing on contact center environments of 100 - 250 seats. SpeechiQ offers an
easy to use drag-and-drop interface and is available as either a cloud-based
platform or on premise.
The TelcoAlert AgentQ
Monitoring solution is an easy-to-use service that actively monitors both IVR
and call center systems, which enables businesses to validate customer-facing
IVR functionality and directly interacts with live agents in real-time. To test
the IVR, calls are generated remotely and accessed through the organization’s
public telephone network, providing real-world traffic from the customer's
point of view.
Calls are made over regular phone lines, similar to how a customer would
interact with the system. Because of this, each call can test a wide variety of
elements including proper telecom carrier routing and call center reachability.
Once connected, the call is monitored as it navigates through the IVR system. The agent
queue monitoring adds the capability to interact with call agents and mimic
customer call traffic. This allows organizations to know that the call queues
are routing correctly, that they are being answered by live people, and within
the mandated timeframe. If any of
these requirements are not met, the company is notified immediately.
also offers a Load Testing solution which can generate up to 10,000
simultaneous calls to the IVR and Call Center systems. With AgentQ solution, calls
are generated remotely and accessed through a public telephone network, using
the same technology and methodology used for validating IVR and telecom
routing. Instead of making a single check at a time, load testing is designed
to hundreds or thousands of calls to simulate peak traffic. Each test plan (amount
of calls, ramp-up speed, and call flow) is unique to individual clients but the
same generalities are expected. The calls should connect, the remote system
should answer properly, and the calls should be allowed to remain online for
the duration of the test. The solution also tests new lines from carriers which
are not validated or checked to be functional for the capacity requested. Both
the AgentQ and Load Testing solutions are hosted services, which means that you
do not have to purchase any hardware or software and no additional equipment is
added to your infrastructure.
– Employee Engagement
TalentKeepers, a pioneer in employee engagement, continues to develop solutions
that span the employee life cycle. Through ongoing research and continuously
updated products, they have helped shape the current level of knowledge and
understanding of why workers choose to stay, what drives them away, how to
prevent businesses from being saddled
with workers who ‘quit and stay’ and what factors can energize people to work
harder and perform better.
businesses locate, develop and retain the kind of highly engaged employees who
work with passion and are willing to go the extra mile, the company offers TalentWatch. It’s a research-based,
client-proven employee engagement system that incorporates a broad-ranging engagement
survey, detailed analysis including free response questions, comprehensive
reporting, an executive dashboard, and online action planning. The customizable
survey measures Leader, Organization, Job, and Co-Worker factors that promote
employee engagement and boost retention.
For the past 12 years,
TalentKeepers has conducted the Workplace America national report on employee
engagement and retention trends. It is
no surprise that engaged employees improve critical metrics. When asked what
performance indicators the organization was able to improve though increased
engagement, the top five are Customer Service Ratings (66%), Productivity (62%),
Safety (43%), Profitability (37%), and Sales (25%). Despite the knowledge of the
impact an engaged workforce can have, employee engagement budgets across the US
have fallen for the third consecutive year.
In 2014, 71% of all employers had some level of funding for employee
engagement; in 2016 it is down 10%.
Employee retention also
remains a major challenge. Attrition at
the one-year mark rose by about 14% year over year. For 2016, the trend
continued with 51% of turnover nationally linked to job and career issues. This
rise is often linked to recruitment and hiring practices where expectations are
created that fail to match the reality of on-the-job demands.
- Text-as-a-Service (TAAS)
Instaply believes that within the next
two years, companies that do not offer texting as a means of communicating with
customers will be considered to be behind the curve.Instaply’s
TaaS (Text-as-a-Service), is a cloud-based, white label text messaging platform
that provides direct internal and external communication for organizations and
their customers. It transforms
the way organizations and consumers interact and communicate by enabling people
to directly and conveniently connect anytime,
anywhere and on any device. Instaply’s TaaS takes text communications to
the next level, making it easier to adopt and implement, more scalable, and
device agnostic. In addition, it’s TCPA compliant and enables organizations to
manage workflow and transfer conversations to SMEs (subject matter experts). The
solution also provides the capability to reduce response time restraints,
allowing agents to more efficiently multi-task and increase their capacity at a
lower cost to businesses. It can produce
FCR rates in the 90’s and bring CSAT scores to 85%.
SAP Hybris Service Engagement Center
the lines between digital marketing and customer service blurring, SAP offers
solutions that intelligently unify the enterprise approach. They are creating
opportunities for customers to meet their own needs, communicate directly with
agents and manage in-person interactions, all while providing businesses with a
single view of their customers. The
multinational digital commerce/ sales/ service/ marketing software specialist
used Call Center Week as the backdrop to announce SAP Hybris Service Engagement Center. This new omnichannel cloud-based customer engagement solution empowers
organizations to deliver convenient, contextual and relevant service
experiences on any channel or device throughout the customer journey.
Service Customer Portal allows customers to take control of their
service issues, creating new tickets and track the status of their existing
support tickets. Customers can also register purchased products as well as
download instruction manuals and ‘how-to’ guides to solve their service issues
together with SAP Jam Communities, the SAP Hybris Service Engagement Center
delivers a clearer picture of customers’ needs and interests and offers
relevant content designed to influence and accelerate purchases. Using SAP Jam Collaboration’s
embedded solution-finder functionality, service agents and customers can search
for relevant articles in a knowledge base, based on subject, categorization, or
text analysis derived from keywords and sentiment indicators. It delivers
relevant, expert product information to customers and agents across multiple
channels using content ranking technology, and powerful analytics.
shown that 63% of customers are more likely to make a purchase from a site that
has product reviews. Thus, to remain competitive, commerce sites must instill this
level of buying confidence, while offering up relevant and authentic content.
SAP Jam Communities allow users to share knowledge through collaboration tools
before making a purchase decision.
and Flatworld Solutions - Agent Assisted Speech
Flatworld Solutions, a global BPO
which operates across six continents, demonstrated their use of KomBea’sProtoCall Avatar/Soundboard Solutions technology.
solution claims the capability of cutting a business’s operating costs by up to
75%, cut training time of a new agent to less than 6 hours and increased compliance to 100%. Live agents call a business’ prospects and answer customer service
inquiries with recorded, assisted dialogue that provides an undetectably
accurate simulation of a natural conversation.
provides a consistent experience for every customer, with the accuracy and
reporting that can only be obtained from automation. It
enables companies to engineer quality into every call, utilizing a proprietary
“Process Mapping” engine which enables
them to define and drive what is spoken to the customer, how case notes are
documented, what is submitted into the order system and numerous other factors
easy-to-use desktop tool helps agents follow every conversation. With the click
of a mouse, agents can play pre-recorded audio files, securely collect data,
automate keystrokes within their CRM, and much more. The solution also enables
agents to monitor and guide customers through their own personalized
experience, filling in the gaps and responding to the needs of each individual
voice blending solution allows businesses to record the most up-to-date and
accurate disclosures and takes them live instantly, ensuring that each call is
compliant. The system reduces agents’ stress level by reducing repetition, call
escalation and the need for rigorous training processes. Agents are equipped
with a vast library of information that enables them to answer every customer’s
concern accurately and efficiently.
can be programmed in a broad array of languages, with diction in almost any
type of accent. When an incisive caller asks “Am I talking to a human?” the
system offers a brief explanation and
then asks if they’d like to be connected to a live agent.
KomBea was incorporated
in 2003 by founders with decades of combined call center operational
experience. Its president and CEO, Art Coombs, came up with the idea for an
agent-directed synthesized speech solution out of necessity to enable a higher
level of consistency at a lower cost than anything available in the marketplace.
convoso (formerly SafeSoft Solutions) Cloud contact center
convoso began its existence as SafeSoft Solutions, a producer of
outbound dialers, but became aware over the past few years that customers had a
need for multiple means of communication. They created Omni Contact Center, a
browser-based cloud offering, leaving in the best elements from what they had
done before but also creating an infrastructure with robust functionality for
both outbound and inbound operations. Their focus is now on offering businesses
rapid deployment and highly flexible scalability with no need for IT
involvement. They claim that if a company has a browser, it can have a
functioning contact center up in 15 minutes. convoso works closely
with organizations to find out what challenges and pain points they face, and
then comes in to help them establish best practices with simplified onboarding
and limited need for training on the agent side. It offers multichannel
communications including voice, email, chat, SMS, mobile, and social. It boasts
a drag-and-drop IVR designer that makes it easy to set up the proper inbound
flows, business intelligence, and more. In addition, convoso provides the world's first gamified,100% browser-based contact center software in the cloud.