Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center"

Transcription

1 Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center Penny Reynolds Founding Partner Scott Norteman Director, Product Management Ann Conrad Communications Manager (Facilitator) Copyright , The Call Center School LLC

2 Welcome Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center Presented by: Copyright , The Call Center School LLC

3 Speaker Biography Penny Reynolds Founding Partner of The Call Center School Leads curriculum development Regular speaker and contributor for industry conferences, association meetings and trade publications. Authored three books: The Power of One, Power Phrasing Call Center Staffing: The Complete, Practical Guide to Workforce Management Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff. Honors graduate of Vanderbilt University Call Center Magazine s prestigious Call Center Pioneer award Copyright , The Call Center School LLC

4 Today s Challenge Watch the bottom line! What s a call center to do? Copyright , The Call Center School LLC

5 What NOT To Do What happens when understaffing or employee layoffs are utilized as cost-saving techniques? Copyright , The Call Center School LLC

6 The Cost of Understaffing A Hiring Freeze Example Hourly Call Volume Talk + ACW Time Staff Workload (in erlangs) Number of Staff ASA (in sec) Agent Occupancy sec 50 hours sec 98% sec 50 hours sec 96% sec 50 hours sec 95% sec 50 hours sec 93% sec 50 hours sec 91% sec 50 hours sec 89% Copyright , The Call Center School LLC

7 The Cost of Understaffing The Telephone Bill 55 staff 23 sec delay per call 230 min total $.05/min $ 11.50/hour 52 staff 105 sec delay per call 1050 min total $.05/min $ 52.50/hour Copyright , The Call Center School LLC

8 Other Possibilities for Cost Reduction Call avoidance Root cause analysis Opportunity review AHT reduction Long greetings, optional questions Correlation analysis Overstaffing reduction Consistency objective Different service focus Copyright , The Call Center School LLC

9 Productivity Gaps Key Questions: Where do you have gaps in efficiency? Do you waste time during the customer interaction? What else do you want to accomplish on a call? How can you improve the interaction: From the customer s perspective? From the agent s viewpoint? From a profitability perspective? Copyright , The Call Center School LLC

10 Perspectives on Productivity - 1 Customer Perspective: Better, faster access to customer records History of contact Contact information Transaction history Identification of priority customers Recognition of special needs Key Point: Efficient access to customer information provides FASTER service to customer, as well as more COMPREHENSIVE, PERSONALIZED service Copyright , The Call Center School LLC

11 Perspectives on Productivity - 2 Agent Perspective: Less effort in navigation More emphasis on: Listening to customer needs Verbal messages Vocal skills Less training time Smaller chance of error Key Point: More time to spend on areas that create payoff Copyright , The Call Center School LLC

12 Perspectives on Productivity - 3 Profitability Perspective: Lower handle time = less workload = reduced headcount OR More effective handling = Higher satisfaction and customer retention Better chance of up-sell or cross-sell Key Point: Desktop efficiency translates into higher profits due to both lower staff costs and higher revenue possibilities Copyright , The Call Center School LLC

13 Calculating the Return Calls/ Hour What if average handle time could be reduced by 10% or 30 seconds per call? Handle Time Erlang Workload Required Staff Service Level e / e 98 80/20 10% reduction in handle time results in FTE savings of 10 people. 10 people at $20,000 per year = $200,000 cost savings OR Keep all staff. Use saved time for sales discovery time. 5% increase in upsell rate = 60 $50/sale = +$3,000/hour Copyright , The Call Center School LLC

14 Optimizing the Call Center Desktop Scott Norteman Director, Product Management

15 Presentation Highlights Who is Jacada? Optimizing the Desktop A Measurable Return Unified Desktop Overview and Key Features Case Studies Lillian Vernon Retail O 2 Telefonica Telecommunications Nationwide - Insurance Unified Desktop Implementation Best Practices 15

16 A Simple Philosophy The results are compelling, consistent and efficient customer experiences that drive business growth and profitability 16

17 How Jacada Works Solutions easy as 1,2,3 3 Optimize Easily iterate and improve the speed, quality and consistency of customers interactions 2 Unify Leverage a universal service framework that can be deployed ubiquitously across your channels 1 Integrate Develop consistant and correct foundational interfaces across your backend systems Web Retail Device CSR Jacada Workspace Framework Jacada Fusion Middleware Billing CRM OSS Up-sell 17

18 The Jacada Solution 18

19 Jacada Unified Desktop Measurable Return on Investment Expense Reduction Decreased AHT Reduced error rate Reduction in training and complexity Decreased hiring and ramp-up for new CSRs Improved compliance / decreased risk exposure Improved first call resolution Revenue Generation Increased sales Increased close rates Increased revenue per transaction Improved up-sell/cross-sell opportunities Intangibles Improved agent satisfaction Increased staff retention Increased agent skill-base Improved customer satisfaction In-call intelligence / analytics 19

20 Unified Desktop Overview

21 Jacada WorkSpace Unified Desktop Key Features Primary & Secondary Navigation to all CSR applications Integrated CTI Bar & SoftPhone Persistent Customer Information Automated Login & Re-login to key applications Quick Links to Resources & Applications Customer/Policy Intelligent View Integrated Messaging Integrated / Automated Notes 21

22 Jacada WorkSpace Key Solution Components Review Jacada WorkSpace Foundation Laying the foundation of a unified agent desktop, providing CSR tools, links and profiles for the call center. Intelligent View (Composite View) Creating a client details tab (single / intelligent view of the customer) that will contain information that represents a complete view of the existing customer and launch automated processes / call flows to facilitate most important call types. Re-Engineered Call Flows Streamlining high volume, high complexity processes. Interaction Timeline Enabling CSRs to see and drill down on customer activity/events in a visual, intuitive format. Application Integration Integrate existing systems using native API s and Jacada Fusion Technologies to support the Intelligent View and Re-engineered Call Flows. Automated Logon Mask the logon and automate the re-login process for most systems to facilitate the functionality contained in the unified desktop without burdening agents. CTI Integration Capture the caller ID to use as a trigger for automated lookups and other events. Drive Efficiency, Reduce AHT, Improve Customer & Agent Experience 22

23 Case Studies

24 Lillian Vernon Retail - Before Corporate Goal Reduce Handle Times and Training Costs Leading catalog and online retailer that markets gift, household, children's and fashion accessory products. Handle times too long, want to reduce by 20 seconds Seasonal ramp up is required to go from 125 to 600+ reps each year Agent training is extensive and attrition is high during training Complex navigation of systems frustrates agents Manual paper forms require agent time to prepare and process, and there is no accountability for quality. 24

25 Lillian Vernon Retail - After Results Timeframe 6 Months Leading catalog and online retailer that markets gift, household, children's and fashion accessory products. Training Time Reduced 50% (hire over 300 seasonal CSRs) AHT Reduced 17%+ Attrition Reduced Attrition & Seasonal Hire Ease of Use Eliminated Outsourced Facility 25

26 O 2 Telecommunications - Before Corporate Goal Improve Customer Experience, Reduce Costs Challenges/Objectives Improve & differentiate customer experience Reduce cost of operations Focus on improving customer experience for Prepay Customers Simplify the way they buy, build, deliver and run their technology Targeting a reduction in the number of applications year on year. Transforming the organisation, making sure people have the right skills, in the right places Leading European Communications Service Provider 26

27 O 2 Telecommunications - After Results 4 Months Leading European Communications Service Provider Timeframe Callbacks Reduced 30% AHT Reduced 12% Data Settings Universal Agent Now occur in real-time Migration to Virtual Interaction Environment 27

28 Nationwide Insurance - Before Corporate Goals Improve Revenue Opportunity, Reduce Cost One of the largest insurance and financial services companies in the world Challenges/Objectives Increase Revenue (up-sell / cross-sell) Improve Customer Experience through process simplification Increase Customer Retention Reduce Customer Support Costs (common platform) Reduce training times Increase CSR retention rates Reduce Operational Costs Increase system integration and disaster recovery options Enhanced system audit and update processes 28

29 Nationwide Insurance - After Results Timeframe 6 Months One of the largest insurance and financial services companies in the world Training Time Reduced 2 Weeks AHT Reduced 20% ROI Less than 12 Months Annual Savings $6 Million 29

30 Implementation Best Practices

31 Unified Desktop Implementation Best Practices Keys to a Successful Unified Desktop Project: Engage and utilize your on-the-floor experience and creativity. Every call center/segment is unique Understand the details of How and Why (There is usually a business reason). ) Identify your deltas - Document and understand the key systems & processes by call center and CSR/Agent segment. Don t try to boil the ocean! Know that successful project deliveries often demand an iterative implementation approach. Identify and prioritize target processes and inefficiencies to drive the most value from the most common call types in early project phases. 31

32 Today s Webcast: Call Center Strategies for Increasing Profitability: Moving from Cost Center to Profit Center Penny Reynolds Founding Partner Scott Norteman Director, Product Management Ann Conrad Communications Manager Thank you for attending! Jacada Inc. 400 Perimeter Center Terrace Suite 100 Atlanta, GA Copyright , The Call Center School LLC

Welcome. First Call Resolution and Solve Rate Analytics That Produce Measurable Results. Presented by: Copyright 2010, The Call Center School LLC

Welcome. First Call Resolution and Solve Rate Analytics That Produce Measurable Results. Presented by: Copyright 2010, The Call Center School LLC Welcome First Call Resolution and Solve Rate Analytics That Produce Measurable Results Presented by: Copyright 2010, The Call Center School LLC Speaker Biography Penny Reynolds Founding Partner of The

More information

Call Center Math: Managing by the Numbers

Call Center Math: Managing by the Numbers HTHTS April TeleConference Workshop Leader Call Center Math: Managing by the Numbers Presented by: Penny Reynolds is a Founding Partner of The Call Center School where she heads up curriculum development.

More information

The Power of One in Call Centre Staffing

The Power of One in Call Centre Staffing Call Centre Helper Webinar The Power of One in Call Centre Staffing Presented by: Speaker Profile The Call Center School Penny Reynolds is Co-Founder of The Call Center School where she heads up curriculum

More information

Cloud based services with Jacada WinFuse. 2010 Jacada. All rights reserved.

Cloud based services with Jacada WinFuse. 2010 Jacada. All rights reserved. Billions of Us Are in the Cloud Cloud based services with Jacada WinFuse 2010 Jacada. All rights reserved. Webinar Presenter Jeff Strnad Ph.D. Senior Vice President of Global Customer Solutions R&D, Field

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Four Things to Reconsider about Workforce Management in 2011

Four Things to Reconsider about Workforce Management in 2011 Call Centre Helper Webinar Four Things to Reconsider about Workforce Management in 2011 Presented by: Speaker Profile - The Call Center School Penny Reynolds is a Founding Partner of The Call Center School

More information

Call Center Glossary. Call Center Resources

Call 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 information

A New Look at the Call Center Top Twenty

A New Look at the Call Center Top Twenty A New Look at the Call Center Top Twenty The evolution of a simple call center into a multi-channel contact center doesn t just happen overnight. You many need to add or upgrade technologies, and certainly

More information

WHITE PAPER. The Top Six Reasons to Simplify the Customer Service Desktop

WHITE PAPER. The Top Six Reasons to Simplify the Customer Service Desktop The Top Six Reasons to Simplify the Customer Service Desktop Top Six Reasons to Simplify The Customer Service Desktop Hint: Whether you have 1, 3, or 25 applications, you are still dealing with complexity.

More information

Optimizing the omni-channel banking experience

Optimizing the omni-channel banking experience Solution Overview GENERATING BANKING AND FINANCIAL SERVICES IMPACT Optimizing the omni-channel banking experience With omni-channel banking, customers require more consistent interactions, including the

More information

Improving CSR Efficiency in the Utilities Contact Center

Improving CSR Efficiency in the Utilities Contact Center Improving CSR Efficiency in the Utilities Contact Center UtiliPoint International, Inc. with Jacada Ltd. June 4, 2008 Ethan L. Cohen Mr. Cohen is Sr. Director of Utility & Energy Technology at UtiliPoint

More information

Jacada Announces New Contact Center Agent Portal to Drive Process Optimization

Jacada Announces New Contact Center Agent Portal to Drive Process Optimization Jacada Announces New Contact Center Agent Portal to Drive Process Optimization Jacada Fusion Agent Portal boosts agent satisfaction and productivity by simplifying the desktop environment and providing

More information

Bringing Smiles THE CHALLENGE

Bringing Smiles THE CHALLENGE CASE STUDY Bringing Smiles With the number of customers rapidly increasing, the service capability of the existing infrastructure at this Call Center was not efficient and needed upgrade. Customers were

More information

Why Average Handle Time No Longer Matters

Why Average Handle Time No Longer Matters Jacada White Paper: Why Average Handle Time No Longer Matters While companies have been focusing on reducing average handle times (AHT), industry customer satisfaction ratings have continued to dip to

More information

Workforce Optimization

Workforce 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 information

Jacada Automation for Citrix Enabled BPOs

Jacada Automation for Citrix Enabled BPOs Customer Experience. Simplified. Jacada Automation for Citrix Enabled BPOs Karnail Jita Pre-Sales Manager, EMEA & APAC 29 Jan 2014 [ ] Current Problem Manual Data Entry Start Process Open Email Update

More information

Call Center Metrics: Glossary of Terms

Call Center Metrics: Glossary of Terms Call Center Metrics: Glossary of Terms A. abandoned call. A call or other type of contact that has been offered into a communications network or telephone system but is terminated by the person originating

More information

Customer Retention Strategies in Action

Customer Retention Strategies in Action Communications Industry Report: As competitive pressures within the communications market continue to intensify, communication service providers (CSPs) are forced to devote more resources to defending

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

5Ways. to Put Your CRM Data to Work. for You and Your Customers

5Ways. to Put Your CRM Data to Work. for You and Your Customers 5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

Software Industry KPIs that Matter

Software Industry KPIs that Matter Software Companies Run Better on NetSuite. Software Industry KPIs that Matter Sponsored by Improved Results from Businesses Like Yours Business Visibility 360 o Visibility & Actionable Insight Increased

More information

Improving Up-Sell Revenues with OpenSpan

Improving Up-Sell Revenues with OpenSpan OpenSpan White Paper Series: Up-Sell Improving Up-Sell Revenues with OpenSpan TABLE OF CONTENTS CUSTOMER-FACING AGENTS BOOST SALES, HELP PRODUCE QUICK ROI 2 EXPANDING SALES OPPORTUNITIES WITH EACH CUSTOMER

More information

Customer Experience Management (CEM) Technology: What, Why, and How Does It Work

Customer Experience Management (CEM) Technology: What, Why, and How Does It Work Customer Experience Management (CEM) Technology: What, Why, and How Does It Work February 2005 Executive Summary A new class of technology has arrived. Customer Experience Management (CEM) Technology delivers

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

CONTACT CENTER SOLUTIONS

CONTACT 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 information

CRM in the Contact Center and the Emergence of the Unified Agent Desktop

CRM in the Contact Center and the Emergence of the Unified Agent Desktop CRM in the Contact Center and the Emergence of the Unified Agent Desktop An excerpt from Datamonitor s recent report, DMTC2207 SUMMARY Publication Date: September 2008 Contact centers face ever-increasing

More information

Improving the Contact Center Customer Experience

Improving the Contact Center Customer Experience WHITE PAPER Improving the Contact Center Customer Experience The Case for Next-Generation Customer Care Solutions With SOA The contact center has become the communications frontline for all critical consumer

More information

2008 ORCAA Meeting. Workforce Management and Call Center Management The Love / Hate Relationship Presented by Ross Baldwin March 27, 2008

2008 ORCAA Meeting. Workforce Management and Call Center Management The Love / Hate Relationship Presented by Ross Baldwin March 27, 2008 2008 ORCAA Meeting Workforce Management and Call Center Management The Love / Hate Relationship Presented by Ross Baldwin March 27, 2008 About ING Direct and Me Director, Sales and Operations Support,

More information

Improving Inside Sales Production with Automation

Improving 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 information

Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers

Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers Telecommunications Contact Centers Case Study: Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers Telecom Contact Centers Complexity Simplified

More information

Remote Support: Key Metrics to drive Improvement in your Center

Remote Support: Key Metrics to drive Improvement in your Center Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0 Why Are Metrics Not Improving?

More information

Building the Business Case for Enterprise-Wide Insight

Building the Business Case for Enterprise-Wide Insight A D&B Webinar Building the Business Case for Enterprise-Wide Insight Presented by Paul Ballew, D&B Chief Data & Analytics Officer Thursday, September 18, 2014 11:00 AM ET Today s Speaker Paul Ballew D&B

More information

Solution Overview. Optimizing Customer Care Processes Using Operational Intelligence

Solution Overview. Optimizing Customer Care Processes Using Operational Intelligence Solution Overview > Optimizing Customer Care Processes Using Operational Intelligence 1 Table of Contents 1 Executive Overview 2 Establishing Visibility Into Customer Care Processes 3 Insightful Analysis

More information

Contact Center Solutions

Contact 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 information

Jacada WorkSpace: Proven Capabilities for the Customer Service Desktop

Jacada WorkSpace: Proven Capabilities for the Customer Service Desktop Jacada WorkSpace: Proven Capabilities for the Customer Service Desktop Jacada WorkSpace is an award-winning unified service desktop solution proven to reduce operational costs while improving the customer

More information

Maintaining a Competitive Edge with Interaction Analysis

Maintaining 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 information

a better way to work for Banking and Finance

a better way to work for Banking and Finance a better way to work for Banking and Finance What is OpenSpan for Financial Services Banks and financial institutions face numerous challenges in today s economic environment. In order to establish and

More information

CICERO XM SMART DESKTOP USE CASES

CICERO XM SMART DESKTOP USE CASES CICERO XM SMART DESKTOP USE CASES SUMMARY The most effective way to improve your contact center s performance is to rapidly give customer service representatives (employees) all of the information they

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

Manufacturing Industry KPIs that Matter

Manufacturing Industry KPIs that Matter Manufacturing Companies Run Better on NetSuite. Manufacturing Industry KPIs that Matter Sponsored by Results from Businesses Like Yours Business Visibility 360 o Visibility & Actionable Insight Increased

More information

WHITE PAPER. Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program

WHITE PAPER. Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program Unify the Service Desktop Before Implementing a Universal Agent Program If your company

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

RAISING THE STAKES. Improving Branch Counter Productivity. Arabella Volkers, Principal Consultant, ISG; and Roger Warner, Senior Consultant, ISG

RAISING THE STAKES. Improving Branch Counter Productivity. Arabella Volkers, Principal Consultant, ISG; and Roger Warner, Senior Consultant, ISG RAISING THE STAKES Improving Branch Counter Productivity Arabella Volkers, Principal Consultant, ISG; and Roger Warner, Senior Consultant, ISG www.isg-one.com EXECUTIVE SUMMARY Retail banks today have

More information

Using Balanced Scorecards to Motivate Agents and Achieve Enterprise Goals

Using Balanced Scorecards to Motivate Agents and Achieve Enterprise Goals Using Balanced Scorecards to Motivate Agents May 2012 Sponsored by: - i - 2012 DMG Consulting LLC Table of Contents Balanced Scorecard Report Card... 1 Creating a Balanced Scorecard: Key Operational Requirements...

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

Analytics-driven Workforce Optimization

Analytics-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 information

Deliver outstanding customer service

Deliver outstanding customer service Brochure Deliver outstanding customer service Autonomy Qfiniti an intelligent platform for customer contact centers Brochure Autonomy Qfiniti Highlights Single platform for call and screen recording, agent

More information

Jacada Omnichannel Solutions for Healthcare

Jacada Omnichannel Solutions for Healthcare Jacada Omnichannel Solutions for Healthcare Clay Davis August 12 th 2015 AGENDA Customer Effort Why it Matters Omnichannel Overview Use Cases & Demonstration Case Study Healthcare CSAT Healthcare lags

More information

Scheduler. What Makes Us Different? powered by CloudCords. Automate and Transform Branch Staff Optimization. Achieve Target Service Levels

Scheduler. What Makes Us Different? powered by CloudCords. Automate and Transform Branch Staff Optimization. Achieve Target Service Levels Automate and Transform Branch Staff Optimization Achieve Target Service Levels Increase Workforce Productivity Improve Employee Retention Kiran Analytics Scheduler is used by retail banks for shift planning

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

CRM In Core Banking Systems

CRM In Core Banking Systems CRM In Core Banking Systems February 2002 The integration of a Customer Relationship Management (CRM) component into a financial institution s core processing system has been the topic of discussion for

More information

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS RESEARCH NOTE February 2015 ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS THE BOTTOM LINE Organizations are increasingly challenged to deliver higher quality, more consistent

More information

Contact Center Solutions

Contact 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 information

Breaking with Tradition in the Insurance Industry: Strategies to Insure Operational Efficiency and Future Growth

Breaking with Tradition in the Insurance Industry: Strategies to Insure Operational Efficiency and Future Growth Breaking with Tradition in the Insurance Industry: Strategies to Insure Operational Efficiency and Future Growth An Executive Perspective Authored by Deb Miller 1 Business process SOLUTIONS EXEcutive Perspective

More information

Improving contact center productivity and customer satisfaction with a proven portal solution.

Improving contact center productivity and customer satisfaction with a proven portal solution. Portal solutions for contact centers Executive brief January 2006 Improving contact center productivity and customer satisfaction with a proven portal solution. Page 2 Contents 2 Executive summary 3 Contact

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING 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 information

MiContact Center Outbound

MiContact Center Outbound MiContact Center Outbound Increase revenues and control operating costs with outbound dialing, campaigning and scripting Does your business need to streamline your outbound contact center operations and

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint

Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint Driving Insurance Profitable Growth Using CRM On Demand Oracle Capital Markets Solutions Footprint Safe Harbor Statement The following is intended to outline our general product direction. It is intended

More information

Effectively Using Your Data for Customer Retention

Effectively Using Your Data for Customer Retention Effectively Using Your Data for Customer Retention Your Goal May Be First Call Resolution, But Having a Second Call Treatment Plan is Essential Written By: Bob Brittan B2 Consulting Contents First Call

More information

Mitel MiContact Center Enterprise & Business

Mitel 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 information

WHITE PAPER. The Five Fundamentals of a Successful FCR Program

WHITE 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 information

Automating the Back Office. How BPM can help improve productivity in the back office

Automating the Back Office. How BPM can help improve productivity in the back office Automating the Back Office How BPM can help improve productivity in the back office 2 TABLE OF CONTENTS 1 Introduction...3 2 Transformation of the Back Office...4 3 TIBCO Customer Examples...6 4 The Future

More information

DRIVING B2B SALES IN THE AGE OF DIGITAL

DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL WE RE ON THE CUSP OF A GENERATION SHIFT IN B2B PURCHASING. As Business-to-Business (B2B) buyers are exposed to innovative

More information

THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION

THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION DISCOVER THE POWER OF ALCATEL CONTACT CENTERS THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION An unhappy customer is rarely a customer for long! Securing customer loyalty is vital to developing

More information

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

Intelligent 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 information

WHITE PAPER Insurance Providers: Improving Customer Retention through the Contact Center

WHITE PAPER Insurance Providers: Improving Customer Retention through the Contact Center Insurance Providers: Improving Customer Retention through the Contact Center Why now is the time for insurers to eliminate desktop complexity and allow customer service representatives to focus on customers,

More information

Infor Human Capital Management Talent DNA that drives your business

Infor 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 information

Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume.

Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. tech line / may 2013 Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. By Brian Hinton, Strategic Contact Pipeline

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

Endeavour Dynamics Offering

Endeavour Dynamics Offering Endeavour Dynamics Offering Microsoft Dynamics AX 2012 is recognised as a global leading ERP system that supports a single instance strategy for medium to large enterprise companies. Endeavour is proud

More information

Oracle Fusion Project Portfolio Management CLOUD SERVICE. The New Standard for Project Portfolio Management

Oracle Fusion Project Portfolio Management CLOUD SERVICE. The New Standard for Project Portfolio Management Oracle Fusion Project Portfolio Management CLOUD SERVICE The New Standard for Project Portfolio Management Key Features. Complete History tracking End-to-end enterprise PPM for a single source of project

More information

INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING

INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING brochure MITEL MiCONTACT CENTER OUTBOUND INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING Does your business need to streamline your outbound contact center

More information

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Sponsored by. Contact Center Analytics Empower Enterprises

Sponsored by. Contact Center Analytics Empower Enterprises Sponsored by Contact Center Analytics Empower Enterprises Table of Contents Executive Summary... 1 The Changing Mission of Contact Centers... 1 Contact Center Goals... 1 Contact Center Analytics... 2 What

More information

Services-Based Business KPIs that Matter

Services-Based Business KPIs that Matter Services Companies Run Better on NetSuite. Services-Based Business KPIs that Matter Sponsored by Results from Businesses Like Yours Business Visibility 360 o Visibility & Actionable Insight Increased 50%

More information

CHAPTER 3. Technology for Customer Relationship

CHAPTER 3. Technology for Customer Relationship CHAPTER 3 Technology for Customer Relationship 1 INTRODUCTION Successful CRM implementation will allow your Customer Service, sales and marketing people and anyone else in your organization to have a holistic

More information

Virtual Contact Center Services

Virtual Contact Center Services Virtual Contact Center Services Alpine Access Virtual Advantage Alpine Access has operated in a 100% virtual world from inception and uses innovative cloud-based technologies to power its services and

More information

Leaders in Call Center Consulting Improving Service & Reducing Costs: The Case for Call Center Consolidation

Leaders in Call Center Consulting Improving Service & Reducing Costs: The Case for Call Center Consolidation KRAMER & ASSOCIATES NEWSLETTER Leaders in Call Center Consulting Improving Service & Reducing Costs: The Case for Call Center Consolidation Introduction Cost-effective sales and service delivery has become

More information

A Jacada & Microsoft CCF Competitive Review

A Jacada & Microsoft CCF Competitive Review WHITE PAPER A Jacada & Microsoft CCF Competitive Review A contrast of two call center solution providers, based on an outline of Microsoft CCF Jacada Marketing Research 1 Introduction... 3 2 Overview...

More information

SIEBEL CRM ON DEMAND SERVICE

SIEBEL CRM ON DEMAND SERVICE SIEBEL CRM ON DEMAND SERVICE The success of a business depends, in large part, on the quality of customer service that business provides. Siebel CRM On Demand Service gives you the tools you need to enhance

More information

Sample Slide Deck for IDRC Readout

Sample Slide Deck for IDRC Readout Sample Slide Deck for IDRC Readout Report ID: 6122 1 Our Experts SC Photo Bruce Belfiore Senior Research Executive & Chief Executive Officer BenchmarkPortal SC Name Here Certified Auditor Senior Consultant

More information

2016 Customer Service: Staffing & Outsourcing

2016 Customer Service: Staffing & Outsourcing TABLE OF CONTENTS Total Customer Service : FTEs per 100,000 Account * Commodity [V.16] Total Customer Service : FTEs per 100,000 Account [V.16] Total Customer Service Functional Area : FTEs per 100,000

More information

Solution Ought to be Delivering

Solution Ought to be Delivering October 2008 Six Essential Capabilities your Workforce Management Solution Ought to be Delivering Optimize Contact Center Performance Table of contents Executive Summary...3 Workforce Management Today...4

More information

D&B360 for CRM. See opportunities first. Build relationships that last. Name, Title Date

D&B360 for CRM. See opportunities first. Build relationships that last. Name, Title Date See opportunities first. Build relationships that last. Name, Title Date In today s fast-paced business environment, keeping up with the accelerated pace of B2B commerce is increasingly difficult, yet

More information

SALES EXECUTION TRENDS 2014

SALES EXECUTION TRENDS 2014 SALES EXECUTION TRENDS 2014 Dec 2013 Top Objectives & Challenges Facing Sales Leaders As organizations shift from maintenance mode to growth mode, and from enablement to execution, sales leaders must have

More information

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and

More information

Financial Services. CRM Solutions for Insurance Organizations. Microsoft Dynamics CRM. White Paper

Financial Services. CRM Solutions for Insurance Organizations. Microsoft Dynamics CRM. White Paper Financial Services Microsoft Dynamics CRM CRM Solutions for Insurance Organizations White Paper Helping insurance companies transform traditional reactive approaches into a better customer experience and

More information

How to make effective Outbound Contact Center. Taweewut Waicharoen April 9,09

How to make effective Outbound Contact Center. Taweewut Waicharoen April 9,09 How to make effective Outbound Contact Center Taweewut Waicharoen April 9,09 Agenda Overview of Outbound Contact Center Telemarketing and Collection business practices Virtual Agents KPI in Contact Center

More information

ROI CASE STUDY MICROSOFT DYNAMICS CRM EQUINOX

ROI CASE STUDY MICROSOFT DYNAMICS CRM EQUINOX ROI CASE STUDY MICROSOFT DYNAMICS CRM EQUINOX THE BOTTOM LINE Equinox deployed Microsoft Dynamics CRM to improve its sales process, increasing staff productivity and manager visibility while improving

More information

Contents. Specialty Answering Service. All rights reserved.

Contents. Specialty Answering Service. All rights reserved. [Type text] Contents 1 Introduction... 3 2 Background and History... 4 2.1 The Concept of Universal Agents... 4 3 Technology... 6 3.1 Agent Assisted Voice Systems... 6 3.1.1 Configuring an Agent Assisted

More information

ramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab

ramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab ramyam Intelligence Lab E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company enliven CEM An enterprise grade Customer Experience Management Solu

More information

THE STATE OF SALES EXECUTION

THE STATE OF SALES EXECUTION THE STATE OF SALES EXECUTION 2015 Trends Report Top Objectives and Challenges Facing Sales Leaders and Sales Teams Organizations in 2015 are continuing to make a fundamental shift toward more aggressive

More information

Xerox in Financial Services

Xerox in Financial Services Xerox in Financial Whether it s through document management or a number of outsourcing services, we can help Financial companies meet their unique business challenges in new ways with measurable results.

More information

New business intake services Application processing

New business intake services Application processing Xerox in Insurance Insurers around the globe are striving to achieve competitive advantage and sustainable success in an ever challenging marketplace. Using innovation to grow business, develop new products

More information

Contact Center Solutions

Contact 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 information

c360 Product Catalog

c360 Product Catalog c360 Product Catalog Built on Microsoft Dynamics CRM 2011 c360 Solutions Inc 2002 Perimeter Summit Blvd Suite 700 Atlanta, GA 30319 Toll Free Product Sales 888.929.3670 E-mail sales@c360.com c360 PRODUCTS

More information

New Practices in Quality Management

New Practices in Quality Management New Practices in Quality Management Spend too little and perform poorly, and your contact centre becomes a business liability that consistently drives away Customers and creates market damage. Conversely,

More information