OCWUT Call Center Reporting Technical Design and Implementation Summary Report
|
|
- Ferdinand Fox
- 8 years ago
- Views:
Transcription
1 OCWUT Call Center Reporting Technical Design and Implementation Summary Report
2 Actions to Date December 7, 2010 Trustees approve assessment of Utility Customer Service Call Center April il19, 2011 Trustees authorize design of improvements in technology to improve efficiency and increase customer stomerself service ser options May 29, 2012 Trustees authorize the purchase and implementation of technologies Confidential & Proprietary Vertex Business Services
3 Authorized Improvements Enhanced telephone and IVR operation Redesign to simplify call distribution Streamlined IVR offering increased self service options Workforce management Demand forecasting and agent scheduling Capacity planning Quality management Ability to record and observe audio call recordings and screen scrapes in order to ensure consistency and improve customer experience Reporting Provides management insight by combining data from disparate sources Promotes a culture of continuous improvement Digital signage Provides performance views for all staff members Serves as a means of communication i for front line staff Confidential & Proprietary Vertex Business Services
4 Building Upon a New Foundation in Technology Promotes management at a glance Allows line of sight from organizational KPIs to front tline employee metrics ti Reporting Opens the window of visibility to customer experience and productivity Designed dto shorten learning curve associated with new tools Focused on tailoring best practices to fit the OCWUT environment Aids in benefit realization Enables active management Promotes several key principles including: Measure, measure, measure One and done Automate when possible Processes Technology Confidential & Proprietary Vertex Business Services
5 Enhanced Phone Functions Benefit Customers and Organization Telephones IVR Simplified design from 5 call groups to 2 call groups Balances call load across all employees Increased number of self service options Ability to set up and use bank account information via IVR Customers are responding favorably to the improvements: Using the new features to store their banking information and schedule payments Providing positive feedback Allowing customers to use the IVR to set up and utilize banking information to make payments decreases calls, provides a value to the customer and reduces the use of credit cards payments. Confidential & Proprietary Vertex Business Services
6 Workforce Management Schedules Resources WFM enables the management team to better forecast work, schedule agents to do that work and then ensure the schedules are being followed in a productive way. WFM was officially implemented on March, 18 th. Since that time: 02/18/13 03/15/13 03/18/13 04/15/13 Cll Calls answered 30,708 31,911 Calls abandoned 1, Calls abandoned % 3.9% 2.0% % answered within 30 seconds 81.0% 95.6% Average speed of answer sec 7.73 sec Within the first week, nearly all back office work had been caught up to the point where agents were working on items that came in on that day. Confidential & Proprietary Vertex Business Services
7 Quality Management for Consistency and Improvement p Before: Supervisors performed quality monitoring by listening to live calls Management was only able to listen to calls remotely (could not see what the agent was doing on the desktop) Agents received feedback from supervisors but tthere was a delay After: Quality monitoring completed using random, recorded calls Management will be able to both hear the call and see the agent s screen to track work flow Agents will receive feedback weekly as soon as the supervisor completes lt the evaluation Benefits: Objective evaluation of agent calls with more frequent feedback Defined measure of what a good call looks and sounds like Ability to improve work processes and share best practices amongst the work group Improved customer experience with fewer escalated calls Confidential & Proprietary Vertex Business Services
8 Reporting Provides a Window of Visibility Agent productivity i First call resolution Call quality Front/back office demand Management effectiveness Efficiencies Improvement opportunities Combines data from disparate sources to provide actionable management intelligence Allows direct line of sight from organizational KPIs to front line employee metrics Promotes management at a glance concepts but also allows for drill down analytics Designed to clearly show improvement opportunities Confidential & Proprietary Vertex Business Services
9 Digital Signage Enables Instant Communication Real time call data Key static messages Dynamic messaging MAIN BREAK 23 rd & May, 4 hours MAIN BREAK 23 rd & LCD monitors located throughout the call center to provide visibility of current demands and organizational messaging Confidential & Proprietary Vertex Business Services
10 Positive Outcomes for the Customer and the Organization Customer Reduced wait times due to improved telephone design and appropriatescheduling of resources Additional payment options by allowing customers to enter and store their bank account information for payment Improved customer experience as a result of coaching agents on their performance Organization Improvedagent satisfaction because the callsaremoreevenly are evenly distributed Improved resource allocation has reduced the backlog of other work performed Customized reporting provides supervisors a btt better view of agent and overall call center performance Overall efficiencies allow for right sizing the work group Confidential & Proprietary Vertex Business Services
NICE BACK OFFICE SOLUTIONS. Improve the Efficiency and Effectiveness of Your Back Office Operations. www.nice.com. Insight from Interactions
NICE BACK OFFICE SOLUTIONS Improve the Efficiency and Effectiveness of Your Back Office Operations Insight from Interactions www.nice.com INTRODUCTION In today s competitive marketplace, your company has
More informationAnalytics-driven Workforce Optimization
Analytics-driven Workforce Optimization > What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while
More informationSan Diego Health and Human Services Agency. Client Services Improvement Project. Summary of Findings & Recommendations
San Diego Health and Human Services Agency Client Services Improvement Project Summary of Findings & Recommendations SUMMARY OF ASSESSMENT FINDINGS 2 Summary of Assessment Findings Summary of Findings:
More informationInfor Human Capital Management Talent DNA that drives your business
Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a
More informationTEAM WORKFLOW MANAGEMENT SYSTEM
TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business
More informationOptimize your Workforce for Customer Contact in Social Marketplace
Optimize your Workforce for Customer Contact in Social Marketplace Spence Mallder GM Workforce Optimization & CTO The Contact Center Is The Cornerstone Of Customer Experience Our contact center strategy
More informationDriving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC
Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Industry and Consumer Trends Driving Change in the Market
More informationEnabling Chat -- Key Success Factors in Chat Implementation
Enabling Chat -- Key Success Factors in Chat Implementation 0 WHY SWITCH TO CHAT SUPPORT? Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced
More informationThe Evolution of Quality Monitoring. How Technology Can Enhance the Effectiveness of Quality Monitoring Programs
The Evolution of Quality Monitoring How Technology Can Enhance the Effectiveness of Quality Monitoring Programs Table of Contents Introduction... 1 The Quality Monitoring Process... 2 Process Overview...
More informationUnified Customer Experience Management
Unified Customer Experience Management Unified Customer Experience Analytics Operational Excellence Customer Satisfaction & Loyalty Competitive Advantage Today s Customer Touchpoints Self-service (IVR
More informationSpecialty Answering Service. All rights reserved.
1 Contents 1.Abstract... 2 2.About... 3 2.1.What is Call Center Agent Management Software?... 3 2.2.Call Reporting... 3 2.3.Call Recording and Screen Capture... 3 2.4.Agent Motivation and Utilization...
More informationCA Service Desk Manager
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
More informationA LEADER IN BEHAVIORAL ANALYTICS AND PIONEER IN PERSONALITY-BASED SOFTWARE APPLICATIONS
A LEADER IN BEHAVIORAL ANALYTICS AND PIONEER IN PERSONALITY-BASED SOFTWARE APPLICATIONS The Chemistry of Conversation Updated June 2015 www. mattersight.com Driving Significant Business Value Every time
More informationContact Center Discovery Exercise
Contact Center Discovery Exercise Introduction The County is currently planning to implement a new telephone system, based on Voice over IP (VoIP), including a new Contact Center solution. VoIP is a proven
More informationEvaluation Guide. Call Center Operations and SLA Monitoring Performance Blueprint
Evaluation Guide Call Center Operations and SLA Monitoring Performance Blueprint Achieving real-time efficiencies and enhanced customer satisfaction in call center operations Corporate frontlines are experiencing
More information7 Best Practices for Speech Analytics. Autonomy White Paper
7 Best Practices for Speech Analytics Autonomy White Paper Index Executive Summary 1 Best Practice #1: Prioritize Efforts 1 Best Practice #2: Think Contextually to Get to the Root Cause 1 Best Practice
More informationCall Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationIt s Time to Fix Back-Office Operations
It s Time to Fix Back-Office Operations September 2013 Sponsored By: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Back-Office Workforce Optimization Suites... 1 Solving the Work Allocation
More informationThe Virtual Contact Center
The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT
More informationThe Evolving Role of Process Automation and the Customer Service Experience
The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive
More informationSmall Businesses Need Contact Centers to Deliver Great Service
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
More informationContact Center Performance Management Software
Markets, W. Close Research Note 7 March 2003 Contact Center Performance Software Enterprises face critical challenges in contact center management. Capitalizing on people, performance and analytics will
More informationManufacturers: Transform Your Data Into Actionable Business Insight. Daniel Caringi (dcaringi@bdo.ca) March 2014
Manufacturers: Transform Your Data Into Actionable Business Insight Daniel Caringi (dcaringi@bdo.ca) March 2014 WHAT WE WILL COVER This presentation is intended to provide Manufacturers an overview of
More informationWorkforce Optimization
Workforce Optimization What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while mining valuable
More informationMaintaining a Competitive Edge with Interaction Analysis
Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction
More informationThe Missing Links in Back-Office Business Process Management
The Missing Links in Back-Office Business Process Management 2012 Sponsored by: 2011 DMG Consulting LLC -1- March 2011 Table of Contents The Back-Office Staff Optimization Opportunity... 1 You Cannot Manage
More informationWorkforce Optimization, Workflow Automation & Workforce Management
Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,
More informationImprove Contact Center Performance with Real-Time Metrics
Improve Contact Center Performance with Real-Time Metrics May 10, 2013 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Lack of Real-Time Data and Guidance Impedes Contact Center
More information10 Tips to Better Manage Your Service Team
10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk
More informationOracle Business Intelligence Applications Overview. An Oracle White Paper March 2007
Oracle Business Intelligence Applications Overview An Oracle White Paper March 2007 Note: The following is intended to outline our general product direction. It is intended for information purposes only,
More informationWHITE PAPER. The Five Fundamentals of a Successful FCR Program
The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.
More informationCall management for the Cisco UCCX contact center
Call management for the Cisco UCCX contact center Right now, you should see what s happening. Your contact center is an important part of your business. In many cases, customers impressions of your business
More informationReal-Time. Visualizer. Reports. Replay. Desktop. DisplayCentral. Call management for the Avaya contact center. taske.com
Call management for the Avaya contact center Right now, you should see what s happening. Your contact center is an important part of your business. In many cases, customers impressions of your business
More informationIntelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset
More informationImproving Inside Sales Production with Automation
Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations
More informationSUSTAINING COMPETITIVE DIFFERENTIATION
SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec
More informationempowering hr and engaging employees with affordable, easy-to-use self-service technologies
Making the Case for an Automated HR Help Desk ENGINEERED FOR PRECISION empowering hr and engaging employees with affordable, easy-to-use self-service technologies LBiSoftware.com Overview Can an automated
More informationFive Secrets to Contact Center E-learning and Coaching Success
Five Secrets to Contact Center E-learning and Coaching Success A Guide to Best Practices An Ovum White Paper sponsored by Publication Date: August 2010 INTRODUCTION Training tools are valuable to contact
More informationHow-to Guide: Top Ways to Improve Contact Center Performance
Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship
More informationTransitioning from Old QA to New Analytics-Enabled Quality Assurance
Transitioning from Old QA to New Analytics-Enabled Quality Assurance Sponsored By: 1 Table of Contents Introduction...1 The New Analytics-Enabled QA Process...1 Benefits of Next-Generation QA Solutions...5
More informationHow IT Can Help Companies Make Better, Faster Decisions
How IT Can Help Companies Make Better, Faster Decisions How It Can Help Companies Make Better Faster Decisions Of the many different groups that make up a business organization sales, finance, human resources
More informationStrategic Cost Reduction: Building a Leaner Government of the Future. May 29, 2014 2:00-3:15 ASMC PDI 2014
Strategic Cost Reduction: Building a Leaner Government of the Future May 29, 2014 2:00-3:15 ASMC PDI 2014 5 Principles of Cost Reduction Rationalize Eliminate redundancies Consolidate Consolidate like
More informationAutomatic Call Distribution For Business and Call Centers
Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered
More informationEngage Customers with Service Excellence
SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s
More informationBrief. Call Center Operations and SLA Monitoring Blueprint
Brief Call Center Operations and SLA Monitoring Blueprint This application brief demonstrates a Web-based solution for monitoring and obtaining time sensitive insights for call center operations and service
More informationAchieving More Intelligent Construction Through Data Analysis
Achieving More Intelligent Construction Through Data Analysis Table of Contents Introduction... 3 What is business intelligence?... 3 Key performance indicators for construction companies... 4 How do you
More informationUsing Knowledge as a Key Differentiator in the Voice Solution May 2011
Using Knowledge as a Key Differentiator in the Voice Solution May 2011 Karen Torf, Product Manager, Voice Jason Hersh, Senior Solution Consultant RightNow Technologies, Inc. End to End Contact Center Easily
More informationMoving from Zero to 90 in 60 Seconds Your Contact Center on the Fast Track to Efficiency, Productivity, and Profitability
White Paper Moving from Zero to 90 in 60 Seconds Your Contact Center on the Fast Track to Efficiency, Productivity, and Profitability Executive Summary If your operations are comparable to those of the
More informationHarnessing the Power of Data with Workforce Management. Presenter: Mike Chester VP, Store Operations, World Kitchen, LLC
Harnessing the Power of Data with Workforce Management Presenter: Mike Chester VP, Store Operations, World Kitchen, LLC Who is World Kitchen? From bakeware, dinnerware, kitchen and household tools to range-top
More informationTop Reasons to Change Your Software
Introduction The construction industry has always been competitive and is even more so now, as many businesses are struggling to survive in a recovering economy. With that increasing competitiveness comes
More informationAnalytics for Oil & Gas
Analytics for Oil & Gas Table of Contents Project Delivery. 3 Sales & Operations. 5 Resources. 8 Finance. 10 Contact Us. 14 2 Are you tracking and maximizing the profitability of every project? Don t let
More informationHow To Use Microsoft Dynamics Crm For Customer Service
Customer Service with Microsoft Dynamics CRM Improve customer satisfaction and service effectiveness with Microsoft Dynamics CRM for Customer Service Deliver customer information, case management, service
More informationOptimizing government and insurance claims management with IBM Case Manager
Enterprise Content Management Optimizing government and insurance claims management with IBM Case Manager Apply advanced case management capabilities from IBM to help ensure successful outcomes Highlights
More informationContact Center Solutions
1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center
More informationOpenScape Contact Center Campaign Director. Creating Profitable Customer Experiences
OpenScape Contact Center Campaign Director Creating Profitable Customer Experiences From responsive to proactive customer care Customers are the core of your business. So why would you wait for them to
More informationThe Right Way to Do Contact Center Reporting
The Right Way to Do Contact Center Reporting 2012 Sponsored By: - i - DMG Consulting LLC Table of Contents Introduction... 1 Contact Center Reporting Requirements... 2 Top Contact Center Key Performance
More informationA web-based contact center performance analytics application that gathers information from across your customer interaction technologies and provides
A web-based contact center performance analytics application that gathers information from across your customer interaction technologies and provides goal setting, score cards and analysis tools. Performance
More informationManaging the Paradox Call Center Effectiveness Workshop
Managing the Paradox Call Center Effectiveness Workshop Introduction: Managing the call centre environment requires managers to continuously improve customer service, while at the same time endeavouring
More informationCisco WebView Reporting
Data Sheet Cisco WebView Reporting Improving customer service in a resource-efficient manner is critical to the success of any contact center. To produce such operational excellence in their facilities,
More informationNICE IEX WORKFORCE MANAGEMENT ADVANCED
NICE IEX WORKFORCE MANAGEMENT ADVANCED The NICE IEX Workforce Management Advanced and Optional modules help contact centers enhance operational efficiency and effectiveness Benefits Monitor and track agent
More informationCustomer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper
Customer Service Analytics: A New Strategy for Customer-centric Enterprises A Verint Systems White Paper Table of Contents The Quest for Affordable, Superior Customer Service.....................................
More informationWHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings
WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems...
More informationAutomatic Call Distribution For Business and Call Centers
Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered
More informationThe Patient Contact Center: Finding My Way!
The Patient Contact Center: Finding My Way! Presented by James Hawkins SVP, Patient Contact Center Convergent 1 For Today s Discussion Market Conditions ANI Survey Results Patient Contact Center Overview
More informationChat Enhancements Optimize Customers Web Experience
Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web
More informationContact Center Workforce Management Market Report Reprint
Contact Center Workforce Management Market Report Reprint 2012 Reprinted for: Table of Contents 1. WFM Market Activity Analysis... 1 1.2 Market Share Analysis... 3 2. Workforce Management Vendor Satisfaction
More informationClient Onboarding Process Reengineering: Performance Management of Client Onboarding Programs
KNOWLEDGENT INSIGHTS volume 1 no. 4 September 13, 2011 Client Onboarding Process Reengineering: Performance Management of Client Onboarding Programs In the midst of the worst economic environment since
More informationCentral Florida Expressway Authority
Central Florida Expressway Authority Back Office Customer Call Center Review May 2015 risks and controls in ways that this report did not and cannot anticipate. Table of Contents Section Page(s) Executive
More informationThe Broadening of Contact Centers Horizons
The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2
More informationON Semiconductor identified the following critical needs for its solution:
Microsoft Business Intelligence Microsoft Office Business Scorecards Accelerator Case study Harnesses the Power of Business Intelligence to Drive Success Execution excellence is an imperative in order
More information: 71870 ELEANORA LN RANCHO MIRAGE, CA 92270, USA.
G r o w Y o u r B u s i n e s s, i n c r e a s e y o u r p r o f i t & s a t i s f y y o u r c u s t o m e r s Call Center Services ERA TECH Call Centers helps large and small Business in every industry
More informationThe Last Mile in CRM. White Paper
By: Rob McDougall Upstream Works Software Customer Relationship Management applications have delivered their maximum productivity levels, and businesses look to improve the customer experience by closing
More informationCreating Real Value for Your Customers and Your Organization in the Call Center
2011 The Business Value in Balancing Call Center Efficiency with Customer Satisfaction Creating Real Value for Your Customers and Your Organization in the Call Center Sponsored by 1 Striking the Balance
More informationWelcome! Thank you for your interest in the 2010 ICMI Global Call Center of the Year Award, and best of luck!
Welcome! Welcome! This is the application for the 2010 ICMI Global Call Center of the Year Award. This coveted award will be presented to the one large call center AND the one small-medium call center
More informationContact Center TotalCare Enhanced Services
ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationNEW YORK STATE-WIDE PAYROLL CONFERENCE. Presented to:
NEW YORK STATE-WIDE PAYROLL CONFERENCE Presented to: Felicia Cheek, Practice Leader Global Time to Pay Advisory 15 September 2014 Statement of Confidentiality and Usage Restrictions This document contains
More informationEmpowering Agents through Self-Guided Feedback
Empowering Agents through Self-Guided Feedback Laura White Director We ll begin the webinar at approximately 1:01 pm EST. CX360 David Martinsen Director Business Intelligence Today s Educational Webinar
More informationTable of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4
Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...
More informationFocused Sales Management
Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling
More informationFive steps to improving the customer service experience
Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use
More informationMitel MiContact Center Enterprise & Business
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
More informationwww.samcom.com.au Samsung OfficeServ ACD Call Centre Interactive Voice Response (IVR) Samsung OfficeServ ACD/IVR
www.samcom.com.au Samsung OfficeServ ACD Call Centre Interactive Voice Response (IVR) Samsung OfficeServ ACD/IVR OfficeServ ACD Call Centre Samsung OfficeServ ACD Call Centre is specifically tailored for
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
More informationConsulting Services. Contact Center Consulting
Consulting Services Contact Center Consulting Ramping Up Citadel s Contact Center to Meet Member Demand Overview Client Profile Citadel Federal Credit Union has served its members in the broader Philadelphia
More informationMaking WFM Work: Best Practices and ROI Model
The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service Making WFM Work: Best Practices and ROI Model Sponsored By: 2011 DMG Consulting LLC - 1 - April 2011 Executive Summary The contact
More information2006 Speech Analytics Market Report
Real-Time Coaching Builds World- Class Contact Centers 2006 Speech Analytics Market Report Contact Center Manager s KPI Survival Contact Guide Center Manager s KPI Survival Guide Donna Fluss, Principal
More informationIntelligent Service Centre. A smarter way to drive continuous improvement in business processes.
Intelligent Service Centre the way we do it Intelligent Service Centre A smarter way to drive continuous improvement in business processes. Bring a business focus to end-user support. Business leaders
More information311 2014 Budget Hearing
311 2014 Budget Hearing Department found on pages E38 - E42 in budget book Presentation to Ways and Means/Budget Committee August 29, 2013 1 311 Minneapolis 311-2014 7am 7pm $3,215,000 Weekend hours $
More informationCRM for Business Intelligence
CRM for Business Intelligence Real-time visibility into your business Strategise effectively and make informed business decisions with timely, accurate insight into your organisation. Maximizer CRM 2015
More informationMichigan s HR Optimization Project--NASCIO Case Study
Executive Summary Michigan s Human Resource (HR) Optimization Project was an interdepartmental initiative to increase the effectiveness and efficiency of statewide HR services delivery, by building upon
More informationWe ll begin the webinar at approximately 1:01 pm EST.
Beyond Surveys- Capturing the Real Customer Experience Martha Brooke We ll begin the webinar at approximately 1:01 pm EST. Brian LaRoche Today s Educational Webinar Beyond Surveys- Capturing the Real Customer
More informationPerfect Customer Relationship Management (CRM) System
Al-Andalus Software Development & Technology Co. Perfect Customer Relationship Management (CRM) System Product Overview Overview Perfect Customer Relationship Management (CRM) System empowers your sales,
More informationNo matter how firmly entrenched your company s old habits are, it s easier than you think to achieve EvenBetter customer service
No matter how firmly entrenched your company s old habits are, it s easier than you think to achieve EvenBetter customer service HyperQuality 1 NO MATTER HOW FIRMLY ENTRENCHED YOUR COMPANY S OLD HABITS
More informationLuis Melo Head of CRM/CX. Capventis. Policy Automation. Knowledge Management. Field Service Management. Web Customer Service
Luis Melo Head of CRM/CX MARKETING CLOUD Capventis COMMERCE CLOUD SERVICE CLOUD SALES CLOUD SOCIAL CLOUD Web Customer Cross Channel Policy Automation Field Cloud Platform MARKETING CLOUD COMMERCE CLOUD
More informationSage CRM Focused Sales Management
Sage CRM Focused Sales Management Equipping your sales team with the complete customer information and the necessary tools to enable them to do their job effectively is very important. Sage CRM empowers
More informationwww.pwchk.com Inspiration for what is possible Inspiring new possibilities for your business with PwC and Oracle
www.pwchk.com Inspiration for what is possible Inspiring new possibilities for your business with PwC and Oracle Oracle Business Applications Practice Overview December 2013 Inspiring new possibilities
More informationPeopleSoft Enterprise HelpDesk for Human Resources
PeopleSoft Enterprise HelpDesk for Human Resources Colin Spilak Senior Sales Consultant The following is intended to outline our general product direction. It is intended for information
More information