HOW ARE CONTACT CENTRES USING QUALITY MONITORING?

Size: px
Start display at page:

Download "HOW ARE CONTACT CENTRES USING QUALITY MONITORING?"

Transcription

1 1 HOW ARE CONTACT CENTRES USING QUALITY MONITORING? REPORT COMPILED BY BUSINESS SYSTEMS (UK) LTD USING SURVEY RESULTS FROM OVER 100 CONTACT CENTRE PROFESSIONALS.

2 2 CONTENTS CONTENTS... 2 INTRODUCTION... 3 Q1. How many agent calls do you play back and evaluate per month?... 4 Q2. How do you select the calls for agent evaluations?... 5 Q3. What s the primary purpose of evaluating your agent s calls?... 6 Q4. What tools do you use to assist with evaluating agent calls?... 7 Q5. What kind of insights are you uncovering when conducting agent evaluations?... 8 Q6. How do you monitor agent performance across other channels, i.e. , live chat and social media?... 9 Q7. Who is responsible for evaluating agent calls? SURVEY RESPONDENTS BREAKDOWN Q8. What size contact centre does your organisation operate? Q9. What sector does your contact centre operate in? CONCLUSION... 13

3 3 INTRODUCTION How are contact centres using Quality Monitoring? We wanted to find out. When your agents are successful, your contact centre is successful. Unfortunately the reality isn t always that simple as tough targets, tight budgets and staff shortages mean that contact centres sometimes struggle to perform at their best. Quality Monitoring is a means of monitoring calls and measuring agent performance. The right Quality Monitoring software quantifies the success of agent interactions - making it easy to score, evaluate and report on agent calls. This data can then be used to improve agent performance, boost customer service and drive business revenue. Most contact centres have some form of Quality Monitoring in place. Yet the methods used to collect data can vary greatly - potentially impacting the value of any programme that has been put in place. We thought it was time for an overview of how, when and why contact centres monitor their agents. To find out, we conducted a survey on the usage of Quality Monitoring in today s UK contact centres... We designed a simple seven-question survey and asked 100 contact centres of various sizes and from various sectors for their answers. The aim was to get a broad snapshot of how different businesses are using Quality Monitoring in their organisation. The survey was able to capture and represent contact centres of many different sizes, from those with fewer than 50 agents to those with more than 250. We were also able to explore data from ten different industries, from motor services to housing, banking, finance and public sector organisations. This is what we found.

4 4 Q1. How many agent calls do you play back and evaluate per month? When you know exactly how well agents are performing, you can improve the success of any contact centre. The more calls you evaluate, the more insight you get. Yet for many contact centres, finding time to analyse a reasonable sample of calls can be a problem. Call evaluation was the norm for our respondents, with roughly 9 out of 10 contact centres evaluating at least one call per month. Results suggest that the majority of contact centres, 43%, evaluate between 4 and 10 calls per agent per month, with only a fifth taking a more thorough approach and sifting through more than 10 calls each month. To evaluate and feedback on one call it can take up to half an hour, as such 4 calls per month per agent is a respectable amount. Agent evaluation is in place in 92% of contact centres 8% of contact centres do not evaluate calls Most contact centres analyse between 4 and 10 calls per month

5 5 Q2. How do you select the calls for agent evaluations? It is important contact centres choose the right calls to evaluate. This can be a big challenge. Most calls follow standard processes and provide little to learn from. It s the exceptional calls - those that somehow deviate from the norm - that tend to reveal examples of best and worst practice. The technology exists to flag these anomalous calls automatically. But is it being used? Only 12% of the contact centres we targeted were selecting calls based on deviation from certain parameters - such as call duration. Instead most respondents were evaluating calls at random. This suggests either: 1) gaps in appropriate technology (like automated Quality Monitoring); or 2) a lack of best practice understanding when it comes to agent evaluation. 1 in 5 contact centres were asking agents to perform some level of self-screening: an effective way to wheedle out the calls that matter, but one that eats into agent productivity. More than two-thirds of contact centres randomly select calls for evaluation 19% ask agents to provide some level of self-screening Only 12% are following the best practice of evaluating calls that deviate from pre-set parameters - such as call duration

6 6 Q3. What s the primary purpose of evaluating your agent s calls? Whether you are monitoring customer service or sales technique, there s always room for improvement. Always new insight to glean. Especially in a service that has a high staff turnover compared to other professions - our Contact Centre Guide shows that the annual rate of agent attrition can be as high as 43%. Providing continuity against a backdrop of ever-changing staff is about knowing what works - and what doesn t. Our respondents cited agent improvement as the overwhelming motive for evaluating calls. There was also a clear ambition to improve customer service, which has an obvious link with improving agent performance. Sharing best practice amongst staff was not a priority. This suggests businesses are approaching staff training on a reactive, case-by-case basis, rather than proactively training all staff in methods that get results. With sharing best practice and identifying broken processes currently at low levels, the data would indicate that Quality Monitoring is being used as a reactive process more so than a proactive one. Contact centre mangers are predominantly focusing on the agents, whilst the information gathered through Quality Monitoring is not being used at its full potential. Quality Monitoring statistics could proactively support all areas of the contact centre. They could be used for many other purposes and by many departments, from operation, training to IT & recruitment. For example the Training department can use quality reports to determine the success and failures of inductions and review ongoing training development needs.

7 The small number of businesses evaluating calls to find broken processes (9%) indicates that contact centres trust their frameworks and are more concerned with improving customer service through agent behaviours. Nurturing agent performance is normally the primary motive for evaluating calls Improving customer service is the top purpose for a quarter of contact centres Contact centres are less concerned about best practice or identifying poor processes 7 Q4. What tools do you use to assist with evaluating agent calls? Call recording technology has been available since the late 1980s. More than three-quarters of our respondents use some form of it today, meaning the outdated practice of side-by-side agent monitoring is now the exception. Quality Monitoring software, which automates the process of agent evaluation, is used by around a third of contact centres. Advanced technology like speech analytics can dramatically improve the way contact centres select which calls to evaluate - yet take up is in its infancy. Use of call recording technology is now widespread - with more than three-quarters of contact centres using some form of it 30% of respondents are following the best practice of using Quality Monitoring software to automate call evaluation Contact centres are slow to integrate new technologies like speech analytics

8 8 Q5. What kind of insights are you uncovering when conducting agent evaluations? Answers to this question were extremely varied (summarised below). However there was a trend for contact centres to express surprise at the performance of their agents. Other contact centres noticed how agent performance tends to homogenise, with staff adopting the best and worst habits of those around them. Good agent performance A handful of our respondents were pleasantly surprised with the insight they gathered from call recording, finding agents to be: Providers of excellent customer service Empathetic Able to resolve support tickets on the first call Professional communicators Able to react well to different situations Bad agent performance Unfortunately the contact centres that were pleased with agent performance were the exception. More commonly, respondents noted that call recording revealed: Poor communication skills Knowledge gaps and lack of business understanding Inability to answer FAQs Discipline problems This insight meant that contact centres could identify where training was needed and implement measures to improve performance. A spotlight on process... Some contact centres noted how call recording enabled them to eliminate unnecessary processes and share examples of best practice. Worryingly, a couple of respondents revealed that call evaluation made them realise that their agent scoring systems were slanted to give the impression that agents were performing well - at the expense of designing processes that improved customer service. Customer insight

9 The final trend from our data was for contact centres to benefit from enhanced customer insight by evaluating calls. They identified: Issues that frustrated customers Poor user experiences on key web pages Common queries This insight allowed contact centre managers to influence board level strategy - pinpointing opportunities to improve products and services as well as the way they were marketed. 9 Q6. How do you monitor agent performance across other channels, i.e. , live chat and social media? Digital communication has transformed the customer service landscape over the last decade. Consumers are now just as likely to make contact through or social media, rather than using the phone. And the digital culture of immediacy means consumers expect fast, accurate responses. This makes it crucial for contact centres to have a means of monitoring, tracking and responding to digital interactions. Those with robust processes in place are likely to win a lot of ground in the fight for customer service. So it s surprising that among our respondents who used digital channels, only around half monitored them. Techniques included: Random selection Live monitoring of social media with results documented in MS Excel Automated customer surveys after live web chat interactions All customer-facing s manually screened before they are sent There is a clear need among the contact centres we talked to for integrated monitoring software - a means of monitoring and evaluating calls as well as all digital interactions through one platform. Doing so would avoid lost support tickets and bring an end to the lack of cohesion between calls and digital interactions. It would also help to prevent missed opportunities in terms of building stronger connections with customers through social media interaction. Many respondents noted that they were currently researching their options with a view to implementing the necessary technology as soon as possible.

10 10 Q7. Who is responsible for evaluating agent calls? When it comes to evaluating agents, the key to reliable data is having a consistent method for selecting and scoring calls. That way it becomes easier to spot patterns in the data. Consistent evaluation is also important for keeping agents engaged, showing them that you have a fair and open method for assessing their performance. Team leaders/supervisors were responsible for evaluating calls among half of our respondents. The problem with this is that contact centres are busy environments. Familiar issues like tough conversion targets and staff shortages can mean that supervisors sometimes struggle to meet their evaluation commitments - rushing through their analyses or not doing them at all. A better way is to establish a dedicated Quality Monitoring team, whose sole purpose is to regularly monitor calls and ratchet-up agent performance through training and best practice benchmarking. A quarter of our respondents had such a team. This seems to chime with the 18% of businesses evaluating ten or more calls per month (see Question 1). Team leaders or supervisors evaluate calls in 50% of contact centres A quarter have a dedicated Quality Monitoring team

11 11 SURVEY RESPONDENTS BREAKDOWN The information outlined below, provides a snapshot of the location, industry type and size of contact centre that responded to the survey. Q8. What size contact centre does your organisation operate? We targeted contact centres with varying staff numbers to get a broad overview of how call evaluation was being used across small, medium and large businesses. The majority (34%) of our respondents had between agents. The second most numerous set of respondents were smaller contact centres, those with between 1-50 agents. Larger contact centres are also well represented in our data, with a third of respondents from contact centres with more than 100 agents.

12 12 Q9. What sector does your contact centre operate in? Due to the importance of agent performance in certain niches, we have targeted a number of businesses from the banking and finance sectors as well as a large amount of government and public sector organisations. Yet one of the aims of our survey was to gather data from a number of different industries. Housing, charity and retail operations are well represented in the data. So too - albeit to a lesser degree - are telemarketing and construction. Among the Other industries there were a high number of businesses from the IT & Technology sector, an industry where customer support is all important.

13 13 CONCLUSION Contact centres are busy. Sometimes call evaluation is hard to squeeze in. The typical contact centre is a hive of activity. Agents often have demanding targets to meet. Add in the typically high turnover of staff and it s easy to see how call evaluation can sometimes slip down the list of priorities for contact centres. This may explain the fact that although 30% of respondents have Quality Monitoring software in place, only 25% of contact centres have a dedicated Quality Monitoring team and just 18% get around to evaluating more than ten calls per month (Questions 1, 4 & 7). Agents represent your business. They have to perform well. Contact centre staff are often on the frontline of business. They have a huge role in terms of how businesses are perceived by their customers. Yet many contact centres are often surprised at how poorly their agents perform, citing a lack of business knowledge, poor communication skills and discipline as problems. Our anecdotal data suggests that call evaluation can transform agent performance and influence board level strategy. But contact centres can fall into a trap of self-fulfilling processes. Processes that make it easier for agents to score highly in evaluations - at the expense of designing to improve customer experience. New technologies can transform Quality Monitoring. And they re needed now. Despite the self-fulfilling processes described above, 49% of contact centres cite a commitment to improving customer service as their primary reason for evaluating calls. Unfortunately it seems they sometimes lack the technology to gather the data they need as quickly and easily as possible. This is set to change. A number of contact centres stated a need for technology that enabled them to monitor several channels ( , social media, web chat) at once via one platform. The growing onus on businesses to be reactive to multiple contact points, particularly social media, will accelerate the speed at which new technologies are implemented in contact centres. Quality Monitoring solutions and advice are available from

INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE

INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE A mini whitepaper by Nexidia, based on findings from the 2013 Performance and Quality Management Survey An Industry with

More information

REPORT COMPILED BY BUSINESS SYSTEMS (UK) LTD USING SURVEY RESULTS FROM OVER 100 CONTACT CENTRE PROFESSIONALS.

REPORT COMPILED BY BUSINESS SYSTEMS (UK) LTD USING SURVEY RESULTS FROM OVER 100 CONTACT CENTRE PROFESSIONALS. REPORT COMPILED BY BUSINESS SYSTEMS (UK) LTD USING SURVEY RESULTS FROM OVER 100 CONTACT CENTRE PROFESSIONALS. CONTENTS INTRODUCTION... 3 THE SURVEY... 3 Q1. WHAT DO YOU THINK WILL BE YOUR BIGGEST CUSTOMER

More information

Do slow applications affect call centre performance?

Do slow applications affect call centre performance? Do slow applications affect call centre performance? A white paper examining the impact of slow applications on call centre quality and productivity Summary To be successful in today s competitive markets

More information

Quarterly Sales Index. Firms forced to compromise as vacancy growth threatens revenues

Quarterly Sales Index. Firms forced to compromise as vacancy growth threatens revenues Quarterly Sales Index Firms forced to compromise as vacancy growth threatens revenues Firms forced to compromise as vacancy growth threatens revenues As the growth in sales vacancies accelerates revenue

More information

Enhancing customer-centric strategies. An Experian Data Quality white paper

Enhancing customer-centric strategies. An Experian Data Quality white paper Enhancing customer-centric strategies An Experian Data Quality white paper Introduction The retail industry is slowly shifting the way in which contact data is collected, used, and prioritized. With this

More information

Mobile Technology Usage and Value: The Perception of Madison Businesses

Mobile Technology Usage and Value: The Perception of Madison Businesses Mobile Technology Usage and Value: The Perception of Madison Businesses Executive Summary Smartphone usage has increased significantly in the last decade, bringing with it an entirely new field of content

More information

CUSTOMER INSIGHT. Industry case study from Huntswood

CUSTOMER INSIGHT. Industry case study from Huntswood CUSTOMER INSIGHT Industry case study from Huntswood 1. Customer insight Contents Customer insight...3 Major international high st. bank...4 International credit card company...5 International general insurance

More information

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 TABLE OF CONTENTS Introduction: 3 Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 Finding #2: Most organizations do not believe their current

More information

BIG DATA IN THE FINANCIAL WORLD

BIG DATA IN THE FINANCIAL WORLD BIG DATA IN THE FINANCIAL WORLD Predictive and real-time analytics are essential to big data operation in the financial world Big Data Republic and Dell teamed up to survey financial organizations regarding

More information

UK Back to School ecommerce performance survey

UK Back to School ecommerce performance survey Web Performance Management made easy UK Back to School ecommerce performance survey ust 2015 Website testing specialist SciVisum Ltd carried out a study to measure the online backto-school uniform buying

More information

The State of Unassisted Support 2014

The State of Unassisted Support 2014 The State of Unassisted Support 2014 By John Ragsdale, Vice President, Technology and Social Research, TSIA TECHNOLOGY INSIGHT FIELD SERVICES MANAGED SERVICES SUPPORT SERVICES TSIA-TI-14-024 June 26, 2014

More information

Why Traditional ESPs Aren t Cutting It for Email Marketers Results of an Adobe Study Conducted Across DMA Members

Why Traditional ESPs Aren t Cutting It for Email Marketers Results of an Adobe Study Conducted Across DMA Members Why Traditional ESPs Aren t Cutting It for Email Marketers Results of an Adobe Study Conducted Across DMA Members Why Traditional ESPs Aren t Cutting It for Email Marketers Table of contents 3 Email marketing

More information

Protecting Resilience through Social Media Data - A White Paper

Protecting Resilience through Social Media Data - A White Paper Protecting Resilience through Social Media Data - A White Paper 1 / thinkrise.com Nandu Govindankutty Customer Engagement Director, Barclays Fahad Kamr CEO, Market IQ Oliver Stevenson Community & Communications

More information

REVEALED: THE BLUEPRINT FOR BUSINESS SUCCESS Find out if you are achieving your full growth potential

REVEALED: THE BLUEPRINT FOR BUSINESS SUCCESS Find out if you are achieving your full growth potential REVEALED: THE BLUEPRINT FOR BUSINESS SUCCESS Find out if you are achieving your full growth potential Overview Running your own business can be tough. There s a huge amount of advice out there but you

More information

Continous Data Management Improvement

Continous Data Management Improvement Continous Data Management Improvement Data governance - measuring and managing quality An Experian summary report in assocation with Continous Data Management Improvement - 1 Table of contents 1. Introduction

More information

Where CRM Falls Short and What to Do About It. Ron Siahpoosh

Where CRM Falls Short and What to Do About It. Ron Siahpoosh Where CRM Falls Short and What to Do About It Ron Siahpoosh Where CRM Falls Short and What to Do About It Ron Siahpoosh CRM software has the potential to transform companies by helping them strengthen

More information

MARKETING AUTOMATION

MARKETING AUTOMATION MARKETING AUTOMATION Benchmarks for small & medium businesses What marketing automation success will look like in a year ahead and how how small and medium businesses plan to achieve it. Ascend2 Research

More information

Bridging the Global Skills Gap

Bridging the Global Skills Gap Bridging the Global Skills Gap Teachers views on how to prepare a Global Generation for the challenges ahead. About the research This report represents the findings of a survey of teachers 1 conducted

More information

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings

WHITE 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 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

Business Intelligence and Big Data Analytics: Speeding the Cycle from Insights to Action Four Steps to More Profitable Customer Engagement

Business Intelligence and Big Data Analytics: Speeding the Cycle from Insights to Action Four Steps to More Profitable Customer Engagement white paper Business Intelligence and Big Data Analytics: Speeding the Cycle from Insights to Action Four Steps to More Profitable Customer Engagement»» Summary For business intelligence analysts the era

More information

Bridging the gap People build success. Analysis & Planning. Award Finalist Presentations Webhelp UK

Bridging the gap People build success. Analysis & Planning. Award Finalist Presentations Webhelp UK Bridging the gap People build success Analysis & Planning Award Finalist Presentations Webhelp UK Gold Gold Sponsor Sponsor Professional Planning Forum 2014 Applied Analytics: An Insight Methodology Jim

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT

HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT 2 Contents 03 Introduction 04 The Budding Possibilities of Proactive Live Chat 05 Shifting from Reactive to Proactive Support 07 Put a Spring in Your Step

More information

First Call/Visit Resolution Getting It Fixed the First Time

First Call/Visit Resolution Getting It Fixed the First Time RTM Consulting First Call/Visit Resolution Getting It Fixed the First Time Randy Mysliviec Managing Partner RTM Consulting 2 2015 All rights reserved. OVERVIEW Every field services or support services

More information

The 2015 Cloud Readiness Survey for Australian Accounting Firms

The 2015 Cloud Readiness Survey for Australian Accounting Firms The 2015 Cloud Readiness Survey for Australian Accounting Firms HOW FAR HAVE ACCOUNTANTS TRAVELLED TOWARDS CLOUD ACCOUNTING? A DIGITAL FIRST REPORT FOR SAGE AUSTRALIA Contents Cloud Readiness Survey 1

More information

CA PPM Project HealthCheck

CA PPM Project HealthCheck CA PPM Project HealthCheck An independent research study, undertaken and conducted by Loudhouse Research, on behalf of CA February 2010 Table of Contents Executive Summary 3 Project management pressures

More information

TRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA

TRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA TRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA EMBRACING DIGITALISATION TO CREATE A SEAMLESS CUSTOMER EXPERIENCE Presented by: 1 INTRODUCTION Over the past ten

More information

Engage your customers

Engage your customers Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging

More information

The Journey into Speech Analytics

The Journey into Speech Analytics The Journey into Speech Analytics 2013 Edition ComputerTel Ltd. The Journey into Speech Analytics We have certainly noticed that Speech Analytics is now becoming a realistic consideration for the Contact

More information

Customer Relationship Management

Customer Relationship Management IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your

More information

Lead Nurturing Benchmarking Study

Lead Nurturing Benchmarking Study 2014 A Lead Nurturing Benchmarking Study look at strategies and best practices for engaging prospects at all stages of the sales funnel SURVEY 2014 Lead Nurturing Benchmarking Study 2 Lead Nurturing Pro

More information

Make CRM stick. Eight ways to increase CRM adoption in your organization

Make CRM stick. Eight ways to increase CRM adoption in your organization Make CRM stick Eight ways to increase CRM adoption in your organization On average, On average, 1. Succeed where others fail with CRM Just a decade ago, fewer than half of sales organizations took advantage

More information

MARKETING AUTOMATION

MARKETING AUTOMATION MARKETING AUTOMATION Benchmarks for Small & Medium Businesses What marketing automation success will look like in a year ahead and how how small and medium businesses plan to achieve it. Ascend2 Research

More information

HOW WELL DO YOU KNOW YOUR PROSPECTS?

HOW WELL DO YOU KNOW YOUR PROSPECTS? In today s turbulent economy, with most sales and marketing teams striving to build a robust sales pipeline regardless of industry, it is more important than ever before to effectively identify appropriate

More information

Reducing Customer Churn

Reducing Customer Churn Reducing Customer Churn A Love Story smarter customer contact Breaking up is hard to do The old adage that it s cheaper (and better) to hold onto an existing customer than to acquire a new one isn t just

More information

Benchmark Report. Email Marketing: Sponsored By: 2014 Demand Metric Research Corporation in Partnership with Ascend2. All Rights Reserved.

Benchmark Report. Email Marketing: Sponsored By: 2014 Demand Metric Research Corporation in Partnership with Ascend2. All Rights Reserved. Benchmark Report Email Marketing: Sponsored By: 2014 Demand Metric Research Corporation in Partnership with Ascend2. All Rights Reserved. TABLE OF CONTENTS 3 Executive Summary 11 Changes to Email Marketing

More information

Understanding the ROI of Marketing Automation ERIC WEBB

Understanding the ROI of Marketing Automation ERIC WEBB Understanding the ROI of Marketing Automation ERIC WEBB Contents What is Marketing Automation?... 4 Could Marketing Automation Benefit Your Company?... 5 Understanding the Real Value of Automation... 6

More information

What s Working in Small Business Marketing and Webinars in 2009

What s Working in Small Business Marketing and Webinars in 2009 What s Working in Small Business Marketing A Quantum Leap Marketing White Paper Published May 2009 SPONSORED BY Quantum Leap Marketing, Inc. PO Box 68 Hopkinton MA 01748 Phone 617-901-6886 Fax 801-991-6886

More information

The Role of Professional Email Services for Small to Medium Enterprises (SMEs)

The Role of Professional Email Services for Small to Medium Enterprises (SMEs) The Role of Professional Email Services for Small to Medium Enterprises (SMEs) May 2013 The Role of Professional Email Services for Small to Medium Enterprises. Executive Summary The means by which small

More information

Corporate Security in 2016.

Corporate Security in 2016. Corporate Security in 2016. A QA Report Study Highlights According to ThreatMetrix, businesses in the UK are at greater risk of cybercrime than any other country in the world. In a recent survey carried

More information

Institute of Leadership & Management. Creating a coaching culture

Institute of Leadership & Management. Creating a coaching culture Institute of Leadership & Management Creating a coaching culture Contents Introduction 01 Executive summary 02 Research findings 03 Conclusion 07 Methodology 08 Introduction The world of work is complex

More information

of Managing Applications in the Cloud

of Managing Applications in the Cloud Research in Action White Paper: The Hidden Costs of Managing Applications in the Cloud SPONSORED BY: The Hidden Costs of Managing Applications in the Cloud 1 The Hidden Costs of Managing Applications in

More information

Skills & Demand in Industry

Skills & Demand in Industry Engineering and Technology Skills & Demand in Industry Annual Survey www.theiet.org The Institution of Engineering and Technology As engineering and technology become increasingly interdisciplinary, global

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

900 FTE RECRUITING OVER. How Capita used insight to deliver the most successful Black Friday for a major retail customer.

900 FTE RECRUITING OVER. How Capita used insight to deliver the most successful Black Friday for a major retail customer. How Capita used insight to deliver the most successful Black Friday for a major retail customer Case Study RECRUITING OVER 900 FTE within a 12 week period 2 Capita Retail Case Study ACCREDITED TRAINING

More information

Delivering a Superior Customer Experience

Delivering a Superior Customer Experience An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,

More information

Benefits of Call Recording & Call Monitoring for a Call Center:

Benefits of Call Recording & Call Monitoring for a Call Center: Building great customer experiences since 1972 Coordinated Systems, Inc. 165 Burnside Avenue, East Hartford, CT 06108 USA (860)289-2151 www.csiworld.com CSI White Paper Series Benefits of Call Recording

More information

HR2You Business HR Risk Checklist

HR2You Business HR Risk Checklist HR2You Business HR Risk Checklist Have you looked below the surface? Too often a company will run along at full steam and assume everything is ok and there is nothing to worry about in terms of risk with

More information

VMware vcenter Log Insight Delivers Immediate Value to IT Operations. The Value of VMware vcenter Log Insight : The Customer Perspective

VMware vcenter Log Insight Delivers Immediate Value to IT Operations. The Value of VMware vcenter Log Insight : The Customer Perspective VMware vcenter Log Insight Delivers Immediate Value to IT Operations VMware vcenter Log Insight VMware vcenter Log Insight delivers a powerful real-time log management for VMware environments, with machine

More information

Applegate-Brunel Digitisation Index. A research collaboration on digital activity in UK businesses

Applegate-Brunel Digitisation Index. A research collaboration on digital activity in UK businesses Applegate-Brunel Digitisation Index 2015 A research collaboration on digital activity in UK businesses Key Findings Website Online Banking E-government filing Remote Access Intranet 5% 53% 47% 46% 54%

More information

For ebusiness & Channel Strategy Professionals

For ebusiness & Channel Strategy Professionals Retailers Plan To Expand Online Customer Service Channels In 2010 But Disconnection Between Customer Service And Brand May Spell Trouble by Diane Clarkson with Carrie Johnson, Elizabeth Stark, and Kate

More information

ROI of Marketing Automation a comprehensive look at how marketing automation delivers exceptional return on investment for users

ROI of Marketing Automation a comprehensive look at how marketing automation delivers exceptional return on investment for users ROI of Marketing Automation a comprehensive look at how marketing automation delivers exceptional return on investment for users one CHAPTER ONE The FYI on ROI Of the newest breed of marketing tools, marketing

More information

Marketing Masterclass

Marketing Masterclass Marketing Masterclass Are pharmaceutical (or healthcare) companies achieving true marketing excellence? Paul Stuart-Kregor is a Director at The MSI Consultancy, a specialist pharmaceutical marketing company

More information

Agile Project Portfolio Management

Agile Project Portfolio Management C an Do GmbH Implerstr. 36 81371 Munich, Germany AGILE PROJECT PORTFOLIO MANAGEMENT Virtual business worlds with modern simulation software In view of the ever increasing, rapid changes of conditions,

More information

Executive Summary. Process or Communicate? Agency or Direct? Efficiency or Effectiveness?

Executive Summary. Process or Communicate? Agency or Direct? Efficiency or Effectiveness? 01-01 02-02 03-03 04-04 05-07 08-10 11-15 16-17 18-18 Introduction Background Methodology Executive Summary Demographics Process or Communicate? Agency or Direct? Efficiency or Effectiveness? Summary CANDIDATE

More information

2014 HIMSS Workforce Survey AUGUST 2014

2014 HIMSS Workforce Survey AUGUST 2014 2014 HIMSS Workforce Survey AUGUST 2014 www.himss.org Introduction Information technology (IT) professionals (such as help desk, project management or implementation specialists) are without a doubt critical

More information

Business and Process Improvement Specialists. Ai Virtual Assistant Sourcing and Operational Delivery. Sales & Service Centre Efficiency & Performance

Business and Process Improvement Specialists. Ai Virtual Assistant Sourcing and Operational Delivery. Sales & Service Centre Efficiency & Performance DELIVER GREAT SERVICE THAT COSTS LESS Business and Process Improvement Specialists Ai Virtual Assistant Sourcing and Operational Delivery Sales & Service Centre Efficiency & Performance Working in Partnership

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

Maximising internal audit value

Maximising internal audit value www.pwc.ru/internalaudit Maximising internal audit value 2013 State of the internal audit profession survey Russia supplement April 2013 Introduction For 9 years PwC has conducted a global survey of the

More information

PROJECT MANAGEMENT SURVEY

PROJECT MANAGEMENT SURVEY INDUSTRY TRENDS PROJECT MANAGEMENT SURVEY JANUARY 2015 Introduction 2015 will continue to see organisations across all sectors facing one of the most competitive, challenging and changing corporate environments

More information

Guide to creating a great workplace. Creating a Positive Candidate & New- Hire Experience

Guide to creating a great workplace. Creating a Positive Candidate & New- Hire Experience 01 Guide to creating a great workplace Creating a Positive Candidate & New- Hire Experience Introduction Creating a positive candidate and new-hire experience has become an essential part of attracting

More information

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Asia s Customer Experience Management Landscape 2015 1 ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Companies across Asia are waking up to the importance of providing consistent customer experiences,

More information

Data management for improved customer experience and higher returns

Data management for improved customer experience and higher returns Data management for improved customer experience and higher returns An Experian Whitepaper Data management for improved customer experience and higher returns - 1 Table of contents 1. Executive summary

More information

Experience Trumps All. Leveraging the Top Trends in Customer Service

Experience Trumps All. Leveraging the Top Trends in Customer Service Experience Trumps All Leveraging the Top Trends in Customer Service Table of Contents 03 The Changing Landscape of Omnichannel Service 05 Trend 1 The Social Media Explosion 07 Trend 2 Device Hopping 09

More information

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience Delivering service differentiation through customer experience CHASE RESPONSE MAY 2010 The marketplace Companies are facing an increasingly competitive landscape where the battle for market share and changing

More information

LIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement

LIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement Using analytics to measure the ROI of engagement Website analytics have evolved a lot since the humble Page View. No longer are decisions on new changes based on guesswork and intuition. Instead, you can

More information

Examining the Business Impact of Private Health Insurance Exchanges

Examining the Business Impact of Private Health Insurance Exchanges 2015 Health Check: Examining the Business Impact of Private Health Insurance Exchanges Executive Summary Today s health insurance landscape is more complex than ever, mirroring widespread changes in health

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

No 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 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 information

VISION FOR LEARNING AND DEVELOPMENT

VISION FOR LEARNING AND DEVELOPMENT VISION FOR LEARNING AND DEVELOPMENT As a Council we will strive for excellence in our approach to developing our employees. We will: Value our employees and their impact on Cardiff Council s ability to

More information

Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk?

Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Challenges Of The Modern Day Service Desk With ITIL an established framework for delivering quality IT service,

More information

RESEARCH PAPER. Integrating the hybrid cloud. It s time for IT to get full value from the cloud. February 2015. Sponsored by

RESEARCH PAPER. Integrating the hybrid cloud. It s time for IT to get full value from the cloud. February 2015. Sponsored by RESEARCH PAPER Integrating the hybrid cloud It s time for IT to get full value from the cloud February 2015 Sponsored by Contents Executive summary The challenge Storage of data and applications Security

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

2016 Mobile Social Ticketing Survey. Conducted by:

2016 Mobile Social Ticketing Survey. Conducted by: 2016 Mobile Social Ticketing Survey Conducted by: other Introduction As we enter 2016 there are several questions hanging above the future of the live entertainment ticketing industry. What are today's

More information

SMALL BUSINESS REPUTATION & THE CYBER RISK

SMALL BUSINESS REPUTATION & THE CYBER RISK SMALL BUSINESS REPUTATION & THE CYBER RISK Executive summary In the past few years there has been a rapid expansion in the development and adoption of new communications technologies which continue to

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

Offering a shopping 2.0 experience is a challenge for two out of three retailers... 3

Offering a shopping 2.0 experience is a challenge for two out of three retailers... 3 The Application Gap in Retail 78% of retailers are not able to guarantee application performance while 88% confirm it negatively impacts their customer satisfaction SURVEY REPORT contents Offering a shopping

More information

CUSTOMER SATISFACTION BY THE NUMBERS ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012

CUSTOMER SATISFACTION BY THE NUMBERS ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012 CUSTOMER SATISFACTION BY THE NUMBERS ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012 TABLE OF CONTENTS The Zendesk Customer Satisfaction Index What Drives Customer Satisfaction? 3 Habits of Best-in-Class

More information

Customer Management Strategy (2014-2017)

Customer Management Strategy (2014-2017) Customer Management Strategy (2014-2017) Version 1.1 Page 1 Foreword As technology improves, the demand for Council services to be available online and accessible 24/7 will increase as our customers choose

More information

BENCHMARK REPORT. Research and insights for engaging email subscribers EXCERPT

BENCHMARK REPORT. Research and insights for engaging email subscribers EXCERPT BENCHMARK REPORT Research and insights for engaging email subscribers EXCERPT 2012 Email Marketing Benchmark Report Research and insights for engaging email subscribers Author W. Jeffrey Rice, Senior Research

More information

WHITE PAPER CRM and Marketing Automation. Integration for the Ultimate ROI

WHITE PAPER CRM and Marketing Automation. Integration for the Ultimate ROI WHITE PAPER CRM and Marketing Automation Integration for the Ultimate ROI The B2B sales and marketing landscape has changed tremendously. Marketers no longer gather copious amounts of leads and hand them

More information

Powering Marketing. The Five Tenets of Modern Marketing in Financial Services and Insurance. Marketing Technology

Powering Marketing. The Five Tenets of Modern Marketing in Financial Services and Insurance. Marketing Technology Powering Marketing Transformation The Five Tenets of Modern Marketing in Financial Services and Insurance Targeting Engagement Conversion Analytics Marketing Technology THE FIVE TENETS OF MODERN MARKETING

More information

In recent years, many companies have embraced CRM tools and

In recent years, many companies have embraced CRM tools and The State of Campaign Management in the United States and the United Kingdom To better understand marketing challenges, Accenture surveyed marketing professionals in the United States and United Kingdom

More information

March BY JULIAN POULTER LAMP-360 MARCH 2013 WHITEPAPER: LEAD SCORING: PRIORITIZING YOUR LEAD FOLLOW UP ACTIVITIES WWW.LAMP-360.COM

March BY JULIAN POULTER LAMP-360 MARCH 2013 WHITEPAPER: LEAD SCORING: PRIORITIZING YOUR LEAD FOLLOW UP ACTIVITIES WWW.LAMP-360.COM March WHITEPAPER: LEAD SCORING 2013 LEAD SCORING: PRIORITIZING YOUR LEAD FOLLOW UP ACTIVITIES BY JULIAN POULTER LAMP-360 MARCH 2013 WWW.LAMP-360.COM Version 1 Page 1 of 12 Contents 1. INTRODUCTION: WHAT

More information

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING WWW.HSO.COM The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly,

More information

Five steps to improving the customer service experience

Five 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 information

This white paper was written by Csilla Zsigri, The 451 Group, based on the work done by the SmartLM Consortium in business modeling.

This white paper was written by Csilla Zsigri, The 451 Group, based on the work done by the SmartLM Consortium in business modeling. THE BUSINESS SIDE OF SOFTWARE LICENSING Although licensing models have evolved with technology innovations, they do not fully satisfy the business issues faced by today s enterprises. The focus of successful

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

OF SEO THE DEATH. Tomorrow People. 201 Rhubarb. 25 Heath Mill Lane. Birmingham. B9 4AE T. 0121 753 4499 E. james.walters@tomorrow-people.

OF SEO THE DEATH. Tomorrow People. 201 Rhubarb. 25 Heath Mill Lane. Birmingham. B9 4AE T. 0121 753 4499 E. james.walters@tomorrow-people. THE DEATH OF SEO 1 What s going on with SEO? Just a few years ago, search engine optimisation (SEO) was unheard of. But with the swift growth of the internet and countless new marketing opportunities for

More information

The Fred Factor EQUITY CONTINUING EDUCATION SERIES. Customer Relationship Management

The Fred Factor EQUITY CONTINUING EDUCATION SERIES. Customer Relationship Management The Fred Factor EQUITY CONTINUING EDUCATION SERIES Customer Relationship Management What is CRM? CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers needs

More information

Employer Insights: skills survey 2015

Employer Insights: skills survey 2015 Employer Insights: skills survey 2015 The Tech Partnership is a growing network of employers, collaborating to create the skills for the digital economy. Its leadership includes the CEOs of major companies

More information

The New Path-To- Purchase The Connected Consumer s Cross- Device Journey

The New Path-To- Purchase The Connected Consumer s Cross- Device Journey A Forrester Consulting Thought Leadership Paper Commissioned By Tapad July 2014 The New Path-To- Purchase The Connected Consumer s Cross- Device Journey Table Of Contents Executive Summary... 1 Today s

More information

REPORT. 2016 Outlook: Vulnerability Risk Management and Remediation Trends

REPORT. 2016 Outlook: Vulnerability Risk Management and Remediation Trends REPORT 2016 Outlook: Vulnerability Risk Management and Remediation Trends Table of Contents Executive Summary... 3 Current Trends in Vulnerability Risk Management... 4 Putting Management in Vulnerability

More information

Better Sales Leads and Conversion Rates in a 360-Degree World

Better Sales Leads and Conversion Rates in a 360-Degree World Growth Services Selling Power: Better Sales Leads and Conversion Rates in a 360-Degree World Better Sales Leads and Conversion Rates in a 360-Degree World THE LEADERSHIP CHALLENGE: A WEALTH OF DATA Today,

More information

BUILT-IN BUSINESS INTELLIGENCE

BUILT-IN BUSINESS INTELLIGENCE BUILT-IN BUSINESS INTELLIGENCE A study conducted by IFS North America JULY 2014 CURRENT STATE OF BUSINESS INTELLIGENCE BASED ON A SURVEY OF 174 EXECUTIVES METHODOLOGY IFS North America and Advantage Business

More information