No matter how firmly entrenched your company s old habits are, it s easier than you think to achieve EvenBetter customer service
|
|
- Georgiana Merritt
- 8 years ago
- Views:
Transcription
1 No matter how firmly entrenched your company s old habits are, it s easier than you think to achieve EvenBetter customer service
2 HyperQuality 1 NO MATTER HOW FIRMLY ENTRENCHED YOUR COMPANY S OLD HABITS ARE, IT S EASIER THAN YOU THINK TO ACHIEVE EVENBETTER CUSTOMER SERVICE HYPERQUALITY Success at a Glance Challenge A national provider of energy service wanted to revitalize a lagging internal quality system that was tasked for 10 years with enhancing customer service. Also, the company s management team wanted contact center agents to have more ownership of the quality process which, they suspected, would result in greater improvement. And the company wanted to achieve its quality goals while reducing operating costs. Solution HyperQuality developed a custom monitoring and evaluation program focused on improving the customer experience and customer satisfaction scores. HyperQuality team members were able to identify trends, locate gaps in service and question assumptions -from day to day, week to week and month to month. Calls were monitored daily by HyperQuality staff, and the evaluations and scores were entered into HyperView, HyperQuality s proprietary, Webbased reporting tool. Results A total of 5,009 evaluations of 434 agents were conducted in one month. The electric company s program with HyperQuality yielded extremely positive results, including a significant reduction in the company s QA and evaluation costs. Other results: A 600% increase in the number of evaluations A clear and immediate improvement on critical quality issues Managers and supervisors receiving accurate, actionable data almost instantly Six months into its relationship with HyperQuality, the electric company decided to extend quality scores to its agents desktops after seeing powerful data that giving agents direct access to their own scores has a clear and positive impact on call quality and customer satisfaction. Industry Electric Utility # of Agents 400 Customer Profile Types of Calls Inbound phone calls regarding new or changing service, billing issues or power problems/outages Call Volume 5 million calls per year; 40% fully resolved by an internal Interactive Voice Response (IVR) system Locations Three domestic locations; the company also contracts with an outsourced credit oriented call center with additional agents Quick, efficient customer service is the lifeblood of our business... The 600% increase in evaluations provided by Hyper- Quality gave us a solid foundation for improving our customer service by clearly identifying specific problem areas. And we liked that HyperQuality functioned more as an extension of our company than a third-party vendor. Call Center Manager 2015, HyperQuality, Inc.
3 2 HyperQuality Executive Summary No matter how long a company has been around, there s always room for improvement in customer service, especially as competition heats up and customer retention and loyalty become critical to financial success. Often older companies have the greater opportunity for progress. Today s customer contact executives know that monitoring call quality and coaching agents are two of the best ways to improve a contact center, but sometimes old habits and entrenched systems inadvertently hinder the development of a robust monitoring and evaluation system. An electric utility company with a 120+ year history, three contact center locations and 460 internal agents, wanted to increase monitoring, improve analysis and ultimately improve service to its customers. When agents were evaluated more frequently by an objective, third-party team that could spot trends and make proactive suggestions for improvement, the centers experienced improved quality scores and customers reported higher levels of satisfaction. The company received powerful proof that with the right partner, it is possible to teach an old dog (and old contact centers) new tricks. Frequent call quality monitoring is one of the best and least expensive ways to improve any contact center. In the pursuit of better customer service and operating performance, contact center managers traditionally begin with performance evaluations of their center s agents. Unfortunately, while most center managers agree on the importance of call monitoring, the average contact center evaluates far too few calls an industry average of just five calls per every 1,000 calls per month, for each agent at far too high a cost. According to industry standards, agents are typically evaluated by supervisors or managers, who may sit side-by-side with agents and listen to customer calls real time, or they may listen to recorded calls. After listening to calls, the supervisor or manager will evaluate the agent and create feedback which is delivered to the agent in the form of a written scorecard, via , or directly in a face-to-face meeting. Monitoring five calls per agent per month may be average for the industry, but how effective is that rate? Using the 1,000 calls per agent per month assumption, a center would have to monitor 350 calls per agent every month to reach a 95% confidence level. There isn t a contact center on Earth that can devote the time and resources required to ensure this level of statistical reliability. However, increasing the frequency of call monitoring even by just a few calls per agent per month can have a dramatic impact on a center s quality and profitability. Even better news improvement can happen at a lower cost than previous monitoring and evaluation systems. A national provider of energy service contracted with Seattle-based HyperQuality, Inc., to conduct agent evaluations in its contact centers and improve an antiquated internal quality system that had been focused on improving customer service for 10 years, but with little or no real improvement. The results were clear: with a partner like HyperQuality, a company can experience a surefire revitalization and achieve dramatic improvement in quality, while simultaneously achieving significant cost savings. Company Background The electric company s operations include 400+ contact center agents in multiple center locations. The company also contracts with an outsourced credit-oriented contact center with additional agents. The company receives approximately 2015, HyperQuality, Inc.
4 HyperQuality 3 5,000,000 calls per year, with over 40% of the calls fully resolved by an internal Interactive Voice Response (IVR) system. Universal agents handle the remaining customer contacts, with most of these being inbound phone calls from customers regarding new or changing service, billing issues or power problems/outages. On average, the calls run in length from 2½ to 3½ minutes. In addition to inbound phone calls, the electric company has a fully functional and integrated Website, with some customer service contacts arriving via or Web form. The company s universal agents handle written communications in addition to their traditional telephone contacts. The challenge: increase call monitoring, improve call quality and dramatically lower costs. The electric company had several goals for improving its customer contact services. First, the company recognized its lack of core analytical bench strength. Even though the company employed a large number of internal quality analysts, the existing staff was simply not experienced enough in the proper areas to provide the deep and detailed analysis and feedback that executives wanted. Another of the company s objectives was to shift its overall approach to quality. In the past, the company s quality model took the form of quality police that is, employees usually only received feedback when they were caught doing something wrong, or when they had scores that were below a certain threshold. The process for improving quality was not collaborative between agents and management; instead, it was a top-down approach where management handed down directives to improve customer service. The company wanted its contact centers and, more specifically, its agents to be more involved in evaluations. Management suspected that rather than simply waiting on the receiving end of report cards, increased agent involvement would result in more ownership of the process and greater rates of improvement. Finally, the company wanted to achieve its quality goals at a much lower cost than it had been spending. In the words of one customer service executive, the company was spending a large amount of money for a very small sample of calls, with little or no coaching or follow-up after the evaluations were complete. This executive wanted to know, Why are we paying a half-million dollars to evaluate just 3-5 calls per agent per month? HyperQuality had the answer ROI with customer service results. Existing in-house quality systems time for a jumpstart? Like many companies, at the electric company, the monitoring and evaluation of phone calls was handled by its own internal teams, using QA tools and procedures developed by supervisors. However, the system was not working. First, with internal quality analysts evaluating an average of four calls per agent, per month, evaluations were too infrequent to meet the company s goals: it would be impossible to increase that number without a massive (and expensive) increase in staff. In addition, the small number of evaluations created a statistically invalid sample size for evaluating center-wide trends. Also, scores and comments were subjective, with little opportunity for calibration from supervisor to supervisor or from week to week. Finally, the schedule challenges and day-to-day reality of a busy contact center meant that supervisors availability 2015, HyperQuality, Inc.
5 4 HyperQuality and thus, evaluations were inconsistent. The electric company was experiencing what happens every day in contact centers everywhere. In most centers, quality monitoring and coaching is considered a necessary evil. It s something that is mandated by others (upper management) and takes place if at all when time allows. In most centers, there is simply not enough staff to get the job done with any regularity, let alone multiply the number of evaluations significantly. And, of course, on any given day, if call volumes increase unexpectedly (as they often do), supervisors must abandon their monitoring to the back burner so they can jump on the phones and help handle calls. Often, supervisors run out of time and find themselves rushed to complete evaluations during the last few days of the month certainly not the most accurate way to judge an agent s or a center s total quality. And certainly no way to drive change or improve performance that directly impacts the company s bottom line. Solving the problem required the perfect partner. The electric company had two main options for tackling its call monitoring and evaluation challenge. First, the company could have continued its internal monitoring system, continuing to fall short of its goals at continued great cost. The second option was to explore outsourcing their contact centers quality monitoring, evaluation and quality analysis. The most basic benefit of outsourcing call quality monitoring is simple: it gets done (and on a much larger scale). And when quality monitoring is done, businesses reap improved efficiency and performance. Setting aside the cost savings (which can be substantial), simply increasing the number of evaluations will give you a much more accurate report of any contact center s performance. A number of companies offer so-called call center monitoring, evaluation and/or improvement. In reality, most of these companies primarily provide recording solutions or surveys for agent performance. Monitoring is generally conducted randomly, with variable schedules from agent to agent, from center to center, and from month to month. When feedback is given, scores are delivered via paper reports or attachments, rather than a Web-based ASP-tool accessible from any location. Finally, these traditional call recording or monitoring companies tend to be heavily consultative in their approach. They can be expected to deliver a broad list of things to fix, but not at the agent-level. And, of course, rather than simply evaluating, the consultant s ultimate goal is to sell its own solutions. When considering outsourcing options, an objective partner is vital. This is the only way to get an accurate picture of a contact center and each and every agent s true performance. In addition, partners must be focused on quality, rather than simply on workforce management. While many workforce management solutions will deliver some level of improvement in most contact center environments, to achieve truly substantive improvement that is long-term, that builds customer loyalty and that delivers a positive ROI, clients must have a partner that focuses on quality. The choice was clear. The electric company s goal in locating the right partner for its quality initiative was to find a company with credibility and depth of experience. It also wanted a company with proven ROI. Management needed to believe that its potential partner would be able to get up to speed quickly and truly understand the company s business. According to a senior executive, Once we narrowed down the list of companies that could offer even a portion of the services we wanted, there were 2015, HyperQuality, Inc.
6 HyperQuality 5 very few contenders. We immediately saw that HyperQuality was the clear leader in the field. When they saw that most companies achieve a 6-12x ROI with HyperQuality, the energy company s management was able to move quickly engaging HyperQuality. The electric company tests HyperQuality and sees results almost immediately. The electric company contracted with HyperQuality to develop a custom monitoring and evaluation program, which focused on improving the customer experience and customer satisfaction scores. HyperQuality s custom-designed solution was founded upon the proactive approach that is the hallmark of HyperQuality s full-team service. Rather than a single solution or magic bullet, the HyperQuality team stayed ahead of the curve, spotting trends that the company s managers were unable to see clearly. HyperQuality s team members were able to identify common pitfalls, locate gaps in service and question assumptions from day to day, week to week and month to month. And as always, HyperQuality functioned from day one as an extension of the electric company s business, with a dedicated account executive as a primary point of contact. Regular monthly and quarterly business reviews have helped focus the team s attention on areas of improvement, as well as provide robust feedback to supervisors and agents. The personal and proactive aspect of HyperQuality s service has proved to be one of the most beneficial to the electric company and most appreciated by company management. Over the course of the initial program, HyperQuality conducted 5,009 evaluations of 434 agents during one month. Calls were monitored daily by HyperQuality staff, and the evaluations and scores were entered into HyperView. Company supervisors were able to log-in to HyperView at any time via any Web browser, to review agent evaluations, listen to recorded calls and create and review up-to-the-minute reports on the fly. These reports went well beyond merely compiling data or verifying compliance with a laundry list of requirements. Instead, the reports included useful direction and real advice for agent behavior that could deliver measurable improvements in customer care. Supervisors logged-on to HyperView to view any of the following reports: Quality Evaluation Displays overall quality results and call category results; Periodic Report Displays overall quality scores by agent and highlights opportunities for EvenBetter performance. Stack Ranking Overview The Stack Rank Overview ranks agents into performance thresholds (score ranges) according to their overall score for the selected date range. Stack Rank Detail The Stack Ranking Detail lists all the agents ranked by their overall quality score. It s essentially a zoom-view of the Stack Ranking Overview report, minus the graphs. Team Performance Team Performance Report shows which teams have the highest average, the lowest variance from goal, and the most coaching completed. Attribute Trending Agent evaluations broken down to show strengths and weaknesses by attribute. Sub-Attribute Trending Agent evaluations broken down to show strengths and weaknesses by sub-attributes. User Frequency Report True to the title, the User Frequency Report shows frequency of the users using Hyper- View along with the crucial data of when was the last time any report was accessed with the respective date. 2015, HyperQuality, Inc.
7 6 HyperQuality Agent Evaluation Summary Report It shows the weekly break up and the overall summary for the attributes. Weekly Agent Evaluation Report It shows the weekly break up and the overall summary for the agents. Comments Report Displays all comments written with selection available by attribute. Action Plan Follow Up Shows the number of evaluations for all the supervisors with a list of evaluations below threshold and the ones with the action plan inputs. Call Type Report Displays the scores for all the call types individually along with a break up of different call sections. Training Call Report The Training Call Report shows the list of the calls which were selected for training purposes (positive and negative). Inappropriate Calls Report Displays the calls marked as inappropriate along with a link to the call summary. The parameters of the company s initial program with HyperQuality allowed for evaluations and scores to be directly accessed by supervisors only, with the supervisors then passing the evaluations on to agents. The data included in the reports was more inclusive and comprehensive than anything the company s agents had seen before, and thus had a positive effect on quality scores. Six months later, the client decided to extend direct access to quality scores to its agents desktops. The company made this decision after seeing data that proved, beyond a doubt, that giving agents direct access to scores has a clear and positive impact on call quality and customer satisfaction. As a result, the energy company saw another jump in agent performance. Results right away delivered by HyperQuality. The electric company s initial program with HyperQuality yielded extremely positive results, for very minimal financial investment. And, for the first time in decades, its senior management team was impressed with the performance increases in its contact centers because the contact centers were evolving from cost-centers to revenue-generators. First, with HyperQuality, the company was able to meet its goal of increasing the number of evaluations by up to 600%. From the beginning, HyperQuality conducted an average of one call per agent every day, averaging evaluations per month. In addition, the company saw clear and immediate improvement on critical quality issues. Managers and supervisors appreciate knowing where they (and their contact centers and agents) stand almost instantly. Whereas in the past, managers received quality data at the end of the month, when it was stale and it was too late to affect change, with HyperQuality, managers have accurate, detailed and actionable data the very next day. The following tables illustrate the electric company s improvement in quality scores, overall and at individual call center locations: 2015, HyperQuality, Inc.
8 HyperQuality 7 And, finally, the best result experienced by the electric company was in a clear and sustained improvement in customer satisfaction scores. For the past several years, the company has contracted with a third-party service to conduct random postcall surveys. After HyperQuality began evaluating the quality of the company s communications, the surveys showed a major improvement in customer satisfaction results and the high scores have continued. What s more, even with all this improvement, the company s quality monitoring and evaluation costs have gone down. For real success, use the power of contact center monitoring. The electric company knows that in today s competitive marketplace, customer service is often one of the only ways to differentiate. Since contact centers are the primary touch-point between a company and its customers, improving the quality of the contact center s service will improve the company s relationship with customers in the short term and for years to come. Partnering with HyperQuality is the best way to change old habits, create new standards and move any company s customer service to levels that are higher and more profitable than ever before. 2015, HyperQuality, Inc.
9 For more information, contact: HyperQuality, Inc. One Convention Place, 701 Pike Street, Suite 1560, Seattle WA Copyright 2015 HyperQuality, Inc. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners. Product specifications and features are subject to change without notice
Customer Success Story. Increasing the frequency of evaluations improves call center quality performance
Increasing the frequency of evaluations improves call center quality performance HyperQuality 1 INCREASING THE FREQUENCY OF EVALUATIONS IMPROVES CALL CENTER QUALIT Y PERFORMANCE HYPERQUALITY Success at
More informationCustomer Success Story Call monitoring and calibration across multiple centers: start small and focused, then roll-out for maximum improvement and ROI
Call monitoring and calibration across multiple centers: start small and focused, then roll-out for maximum improvement and ROI HyperQuality 1 CALL MONITORING AND CALIBRATION ACROSS MULTIPLE CENTERS: START
More informationSpeech Analytics: Best Practices for Analytics- Enabled Quality Assurance. Author: DMG Consulting LLC
Speech Analytics: Best Practices for Analytics- Enabled Quality Assurance Author: DMG Consulting LLC Forward At Calabrio, we understand the questions you face when implementing speech analytics. Questions
More informationWHITE PAPER. The Five Fundamentals of a Successful FCR Program
The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.
More informationAutonomy etalk White Paper. Optimizing Customer Feedback: Executing a Valuable Post-Call Survey
Autonomy etalk White Paper Optimizing Customer Feedback: Executing a Valuable Post-Call Survey Proprietary and Confidential to Autonomy etalk. Optimizing Customer Feedback: Executing a Valuable Post-Call
More informationSelecting a Commission and Incentive Compensation System
Selecting a Commission and Incentive Compensation System Corporations are increasingly looking for outside vendors to provide software products to manage commission, sales incentive, and bonus programs.
More informationTransitioning from Old QA to New Analytics-Enabled Quality Assurance
Transitioning from Old QA to New Analytics-Enabled Quality Assurance Sponsored By: 1 Table of Contents Introduction...1 The New Analytics-Enabled QA Process...1 Benefits of Next-Generation QA Solutions...5
More informationBuilding an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014
Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor April 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Cloud-Based Contact Center
More informationImproving Customer Experience with IVR
Improving Customer Experience with IVR June 2014 Sponsored By: Table of Contents Introduction... 1 Visual IVR... 2 Voice Biometrics... 3 IVR Analytics... 3 Simplified IVR Development Environments... 5
More informationThe Evolving Role of Process Automation and the Customer Service Experience
The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive
More informationStream Energy Delivering the type of quality customer service that your best friend would recommend.
inside view / oct 2013 Stream Energy Delivering the type of quality customer service that your best friend would recommend. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com
More informationChapter 5: Customer Relationship Management. Introduction
Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and
More informationAsk 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 informationThe Role of Feedback Management in Becoming Customer Centric
A Customer Centricity White Paper 5 Old Coach Road Hudson, NH 03051 603-491-7948 www.customercentricity.biz The Role of Feedback Management in Becoming Customer Centric By Stewart Nash QuestBack Boston
More informationSeven Principles of Change:
Managing Change, LLC Identifying Intangible Assets to Produce Tangible Results Toll Free: 877-880-0217 Seven Principles of Change: Excerpt from the new book, Change Management: the people side of change
More informationEffectively Managing your Customers Experiences through Enterprise Feedback Management
breakfast habits change as they grow older. Take hot cereal as an example, there is a clear relationship between age and consumption incidence: 15-24 years old: 37% 25-34 years old: 45% 35-49 years old:
More informationWhite Paper. Outsourcing Contact Center Call Monitoring/Coaching Benefits to your credit union
Outsourcing Contact Center Benefits to your credit union Table of Contents Importance of Call Quality Monitoring Goals of Call Quality Monitoring Aspects of Call Quality Monitoring & Coaching Why Outsource
More informationWHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings
WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems...
More informationOpenScape Contact Center Agile & Enterprise. Customer Service Made Simple.
OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center
More informationUsing a Java Platform as a Service to Speed Development and Deployment Cycles
Using a Java Platform as a Service to Speed Development and Deployment Cycles Dan Kirsch Senior Analyst Sponsored by CloudBees Using a Java Platform as a Service to Speed Development and Deployment Cycles
More informationCall Recording for Customer Retention and Superior Service
Call Recording for Customer Retention and Superior Service A Mitel Whitepaper August 2014 LEVERAGING SUPERIOR SERVICE AS A COMPETITIVE ADVANTAGE...3 THE PROFESSIONAL INTERACTION MANAGEMENT SOLUTION...3
More informationTRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up?
5 CONTACT CENTER TRENDS YOU NEED TO KNOW Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE The face
More informationE Source Multichannel Metrics Survey 2012
E Source Multichannel s Survey 2012 Instructions Fill in only the fields highlighted in blue; the yellow fields will automatically populate with the calculated s. In the "Number" column please use numerals;
More informationFive steps to improving the customer service experience
Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use
More informationImprove Contact Center Performance with Real-Time Metrics
Improve Contact Center Performance with Real-Time Metrics May 10, 2013 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Lack of Real-Time Data and Guidance Impedes Contact Center
More informationQuality Monitoring ROI
Quality Monitoring ROI Driving Real Performance in your Contact Center Utilizing Tools that Pay for Themselves in the First Year A White Paper January 2010, Copyright 2010, CyberTech International, All
More informationThe five questions you need to ask before selecting a Business Intelligence Vendor
The five questions you need to ask before selecting a Business Intelligence Vendor Overview Over the last decade, Business Intelligence (BI) has been at or near the top of the list of many executive and
More informationDeciding to Outsource
Deciding to Outsource Case Study Should you trust your customer contact handling to a third party? Your in-house operations may be facing challenges such as a lack of funding to cover operational costs,
More informationSponsored By: Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand
Sponsored By: Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand Table of Contents I. Executive Summary...1 II. Coaching is Not as Easy as it Looks...1 III. Building a Winning
More informationBUILDING TRUST & LOYALTY Differentiate your service using Live Chat in financial services
BUILDING TRUST & LOYALTY Differentiate your service using Live Chat in financial services KEY HIGHLIGHTS Live chat can build loyalty, trust and an enhanced digital service for customers engaging online
More informationHOW 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 informationCriteria for a Third- Generation Chat Solution: Customer Service
Criteria for a Third- Generation Chat Solution: Customer Service A Delivery Model for Incremental Online Conversion August, 2010 www.sitel.com Table of Contents 1. Executive Summary 2. Focus on Incremental
More informationThe New Rules of Workforce Management
The New Rules of Workforce Management What can today s Workforce Management solutions do for your contact center? Provide advanced functionality, including leave management, self-service, mobile features
More informationv o l u m e f i f t e e n p e r f o r m a n c e m a n a g e m e n t
whitepaper v o l u m e f i f t e e n p e r f o r m a n c e m a n a g e m e n t g e t t i n g t o t h e h e a r t o f t h e m a t t e r : t h e s i x s t e p s t o g r e a t p e r f o r m a n c e r e v
More informationSmall Businesses Need Contact Centers to Deliver Great Service
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
More informationCreating an Effective Mystery Shopping Program Best Practices
Creating an Effective Mystery Shopping Program Best Practices BEST PRACTICE GUIDE Congratulations! If you are reading this paper, it s likely that you are seriously considering implementing a mystery shop
More informationFive Secrets to Contact Center E-learning and Coaching Success
Five Secrets to Contact Center E-learning and Coaching Success A Guide to Best Practices An Ovum White Paper sponsored by Publication Date: August 2010 INTRODUCTION Training tools are valuable to contact
More informationThree Benefits You Gain by Managing the Customer Journey
Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to
More informationSelecting A Managed Service Provider WHITEPAPER
Selecting A Managed Service Provider WHITEPAPER As the technological needs of today s business become more varied, complex and critical, the resources set aside to address those needs are often stretched
More informationField Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery
Field Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery The ServiceMax Whitepaper Executive Summary The time has come for field service organizations to also reap the benefits
More informationBEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook
BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)
More informationGUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER
GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR
More informationBeyond the Customer Satisfaction Horizon Fostering Loyalty through Customer Service
Beyond the Customer Satisfaction Horizon Fostering Loyalty through Customer Service By Nancy Jamison Jamison Consulting January 2010 Jamison Consulting Page 1 1. Beyond Customer Satisfaction The contact
More informationThe Right Way to Do Contact Center Reporting
The Right Way to Do Contact Center Reporting 2012 Sponsored By: - i - DMG Consulting LLC Table of Contents Introduction... 1 Contact Center Reporting Requirements... 2 Top Contact Center Key Performance
More informationCSP Customer Experiences White Paper Version 6.6. Better Than Happy: Maximizing Customer Satisfaction for Loyalty and Profit.
CSP Customer Experiences White Paper Version 6.6 Better Than Happy: Maximizing Customer Satisfaction for Loyalty and Profit. Spurred by continuing mergers, a sluggish economy and the age old pressure to
More informationBUILDING A SUCCESSFUL BUSINESS CASE FOR TALENT MANAGEMENT TECHNOLOGY By Kelly McCombs and Tim Welsh, AON Hewitt
BUILDING A SUCCESSFUL BUSINESS CASE FOR TALENT MANAGEMENT TECHNOLOGY By Kelly McCombs and Tim Welsh, AON Hewitt Introduction Human Resources today sits smack-dab in the middle of the most compelling and
More informationElevating Customer Experience to the Next Level for a Major Consumer Electronics and Products Company
Managed Business Process Services Executive Report Elevating Customer Experience to the Next Level for a Major Consumer Electronics and Products Company Finding innovative actions to improve customer service
More informationChoosing IT Service Management Software
Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com sales@monitor24-7.com +1 416 410 2716 +31 23 525 6975 Introduction Service
More informationCustomer Success Story. Increase Sales Conversion Rates Through Better Probing and Rebuttals
Increase Sales Conversion Rates Through Better Probing and Rebuttals HYPERQUALITY 1 INCREASE SALES CONVERSION RATES THROUGH BETTER PROBING AND REBUTTALS Business Challenge With over 3 million customers,
More informationOCWUT Call Center Reporting Technical Design and Implementation Summary Report
OCWUT Call Center Reporting Technical Design and Implementation Summary Report Actions to Date December 7, 2010 Trustees approve assessment of Utility Customer Service Call Center April il19, 2011 Trustees
More informationGLOBAL TELECOMMUNICATIONS LEADER IMPROVES SALES CONVERSION WITH ROBUST QUALITY ASSURANCE SOLUTION
GLOBAL TELECOMMUNICATIONS LEADER IMPROVES SALES CONVERSION WITH ROBUST QUALITY ASSURANCE SOLUTION SUCCESS AT A GLANCE CHALLENGE An ecommerce company that invested in an online chat sales channel knew it
More informationImproving Customer Contact Quality
Improving Customer Contact Quality An Extract from Call Quality Practices 2009 Call quality monitoring is one of the most effective methods for improving the level of service you provide to your customers.
More informationMeasuring the Success of Your Mobile Strategy
WHITEPAPER / MOBILE ANALYTICS Measuring the Success of Your Mobile Strategy Applying the lessons learned over the past 15 years, digital marketers now use web analytics to measure what matters to their
More informationThe Contact Center: Low-Cost Driver or Strategic Differentiator?
The Contact Center: Low-Cost Driver or Strategic Differentiator? Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Contact center work has historically been viewed as
More informationThe Right Choice for Call Recording Call Recording for Customer Retention and Superior Service
Call Recording for Customer Retention and Superior Service An OAISYS White Paper Table of Contents Leveraging Superior Service in a Down Economy...1 Tracer: The Professional Interaction Management Solution...1
More informationRunning a Business. on the Cloud Management Strategies For The New IT
Running a Business on the Cloud Management Strategies For The New IT Through this year-long series of whitepapers and webinars, independent analyst Ben Kepes is creating a Cloud Computing curriculum designed
More informationHOW ARE CONTACT CENTRES USING QUALITY MONITORING?
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 CONTENTS CONTENTS... 2 INTRODUCTION...
More informationOvercoming Objections to Data Governance. White Paper
Overcoming Objections to Data Governance White Paper Table of contents... 3 Data Governance Objections... 3 Quick, Low Cost Wins... 4 Project Selection... 5 Project Difficulty... 6 Project Value... 7 The
More informationTop 5 Mistakes Made with Inventory Management for Online Stores
Top 5 Mistakes Made with Inventory Management for Online Stores For any product you sell, you have an inventory. And whether that inventory fills dozens of warehouses across the country, or is simply stacked
More informationContact Center Performance Management Software
Markets, W. Close Research Note 7 March 2003 Contact Center Performance Software Enterprises face critical challenges in contact center management. Capitalizing on people, performance and analytics will
More information3 myths of email analytics. and how they are impacting your results
3 myths of email analytics and how they are impacting your results Date: 11/17/2008 The volume of insights you can gain by adding ad hoc analysis capabilities to your standard set of email reporting metrics
More informationFig. 1 Southwest Credit s Continuous Improvement Strategy
Collections contact centers and Accounts Receivables Management (ARM) firms face a constant challenge: being able to maximize payments while staying compliant and up to date with new rules and regulations.
More informationA Guide to the Net Promoter Score for Law Firms
A Guide to the Net Promoter Score for Law Firms Learn how to effectively measure and track your client satisfaction using the Net Promoter survey method for law firms. Copyright 2014 Inavero, Inc. All
More informationREVOLUTIONISING CONTACT CENTRE QUALITY MANAGEMENT WITH SPEECH ANALYTICS
REVOLUTIONISING CONTACT CENTRE QUALITY MANAGEMENT WITH SPEECH ANALYTICS TABLE OF CONTENTS Introduction... 1 Challenges of the Traditional Quality Management Process... 1 Challenge #1: Small Sample Size...
More informationContact Center Workforce Management Market Report Reprint Reprinted for:
Contact Center Workforce Management Market Report Reprint Reprinted for: - 1 - DMG Consulting LLC Table of Contents 1. Introduction 1 2. WFM Market Challenges 1 3. Meeting the Challenge of Intra-Day Management
More informationTaking Care of Your Company s Future: 3 Best Practices for Succession Planning
Taking Care of Your Company s Future: 3 Best Practices for Succession Planning Copyright 2008 SuccessFactors, Inc. I. Introduction More successful businesses are embracing succession planning to deepen
More informationOpenScape Contact Center Campaign Director. Creating Profitable Customer Experiences
OpenScape Contact Center Campaign Director Creating Profitable Customer Experiences From responsive to proactive customer care Customers are the core of your business. So why would you wait for them to
More informationWatch Your Step: The Potentially Perilous Route to BPM
Watch Your Step: The Potentially Perilous Route to BPM By Craig Schiff October 2008 Many companies have achieved great results by rolling out performance management software. But to emulate those successes,
More informationHow To Get A Better At Developing An Application
Whitepaper Rethink application possibilities and align to desired business outcomes EALA results January 2014 2014 Avanade Inc. All rights reserved. Executive summary It s a new world of applications.
More informationThe 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 informationIncreasing Customer Adoption of Utility E-Billing and Self-Service Sites. White Paper November 2008
Increasing Customer Adoption of Utility E-Billing and Self-Service Sites White Paper November 2008 Executive Summary Deregulation in the energy industry has created new urgency for electric, gas and other
More informationProfit Strategies for Small Businesses
Profit Strategies for Small Businesses Tackling the Challenges of Internet Marketing If you re a small business owner, your goal is profitability. And marketing is the key to big profits. But small business
More informationHow To Manage A Focused Outreach Lead Generation Initiative
Focused Outreach Lead Generation to Produce High Quality Leads and Raise Your ROI By Elisa Ciarametaro of Exceed Sales www.exceedsales.com Elisa Ciarametaro and Exceed Sales, Inc. Table of Contents What
More informationHosted Contact Center Solutions
Hosted Contact Center Solutions Setting the Record Straight Donna Fluss President & Founder DMG Consulting, LLC Table of Contents Summary... 3 Introduction... 4 Concern #1: Hosting is only for small contact
More informationContact Center Workforce Management Market Report Reprint
Contact Center Workforce Management Market Report Reprint 2012 Reprinted for: Table of Contents 1. WFM Market Activity Analysis... 1 1.2 Market Share Analysis... 3 2. Workforce Management Vendor Satisfaction
More informationTHE SUSTAINABLE WAY TO GROW
Financial Services POINT OF VIEW THE SUSTAINABLE WAY TO GROW WHAT WEALTH MANAGERS CAN LEARN FROM OTHER PROFESSIONAL SERVICES AUTHOR Philippe Bongrand, Partner Wealth Management is a professional services
More informationBest Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability
Best Practices Brochure Optimizing Multichannel Environments Improve the Customer Experience and Profitability The Right Channel Shifting customer service to lower-cost channels is necessary to maintain
More informationISN T WORTH YOUR I.T. DEPARTMENT S TIME
ISN T WORTH YOUR I.T. DEPARTMENT S TIME INTRODUCTION Let s face it, corporate telecommunications can be a mess: a tangle of providers, contracts and technologies that your I.T. staff would be better served
More informationAn Executive View of CRM
n Executive View of CRM Executives in an organization are tasked daily with making decisions to drive the business. Those decisions range from product direction, investment opportunities and sales to investor
More informationHow-to Guide: Top Ways to Improve Contact Center Performance
Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship
More informationVPI ENABLING CONTACT CENTERS TO ACHIEVE THEIR GOALS WITH PERFORMANCE ANALYTICS
VPI ENABLING CONTACT CENTERS TO ACHIEVE THEIR GOALS WITH PERFORMANCE ANALYTICS A Whitepaper Sponsored by TABLE OF CONTENTS TABLE OF CONTENTS Introduction The Current Marketplace 3 Service Delivery Challenges
More informationKnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal
KnoahSoft Harmony TM Suite Because Not All Agents are Created Equal Performance management is not just software; it is a mindset that permeates the entire solution. When performance management tools are
More informationwhitepaper critical software characteristics
australia +613 983 50 000 brazil +55 11 3040 4700 canada +1 416 363 7844 cyprus +357 5 845 200 france +331 5660 5430 germany +49 2 131 3480 ireland +353 1 402 9439 israel +972 3 754 6222 italy +39 06 5455
More informationChoosing IT Service Management Software
Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com sales@monitor24-7.com 1 416 410 2716 1 866 364 2757 Introduction Service
More informationRethinking Human Resources in a Changing World
Rethinking Human Resources in a Changing World Executive summary kpmg.com KPMG INTERNATIONAL 02 Rethinking Human Resources in a Changing World The value of the Human Resources (HR) function elicits sharply
More informationBusiness Process Outsourcing Considerations with a Focus on the Customer Experience
Educational Whitepaper Business Process Outsourcing Considerations with a Focus on the Customer Experience www.vertek.com Business Process Outsourcing Considerations with a Focus on the Customer Experience
More informationThe Future of the Customer Experience
The Future of the Customer Experience A Consona CRM White Paper By Tim Hines, VP Product Management Executive Overview In today s highly competitive business environment, companies must maximize the effect
More informationFacing HR System and Vendor Challenges Effectively
WHITE PAPER Facing HR System and Vendor Challenges Effectively System issues are among the most common and time consuming obstacles for HR professionals. There is so much sophisticated technology available
More informationIdentifying Application Performance Risk
Identifying Application Performance Risk Performance Engineering COLLABORATIVE WHITEPAPER SERIES COLLABORATIVE WHITE PAPER SERIES: Identifying Application Performance Risk Under what conditions will an
More informationWhy Nuix doesn t believe in Magic
Why Nuix doesn t believe in Magic Nuix has participated in the Gartner Magic Quadrant for ediscovery Software for the past four years. Over that time, the ediscovery market has changed considerably. Unfortunately,
More informationDesigning and Implementing IT Infrastructure Standardization for a Large Energy Company
Customer Success Stories TEKsystems Global Services Designing and Implementing IT Infrastructure Standardization for a Large Energy Company ENERGY SERVICES NETWORK INFRASTRUCTURE SERVICES TECHNOLOGY DEPLOYMENT
More informationSage MAS 90 and 200. Extended Enterprise Suite S
Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter
More informationAutomated Text Analytics. Testing Manual Processing against Automated Listening
Automated Text Analytics Testing Manual Processing against Automated Listening Contents Executive Summary... 3 Why Is Manual Analysis Inaccurate and Automated Text Analysis on Target?... 3 Text Analytics
More informationLearning and Development Hiring Manager Guide For Onboarding A New Manager
Learning and Development Hiring Manager Guide For Onboarding A New Manager www.yorku.ca/hr/hrlearn.html Table of Contents Introduction...1 What is Onboarding?...1 What is the Difference Between Orientation
More informationQuantifying Outsourcing Intangible Benefits
Quantifying Outsourcing Intangible Benefits This paper presents the basis for quantifying the intangible benefits of outsourcing inititiatives in economic terms. Abstract This white paper provides outsourcing
More informationHow To Fix A Broken Performance Management Program How Leading Organizations are transforming Performance Management to maximize Business Value
Orange County Convention Center Orlando, Florida June 3-5, 2014 How To Fix A Broken Performance Management Program How Leading Organizations are transforming Performance Management to maximize Business
More informationBuilding and Measuring Business Value:
Business White Paper Building and Measuring Business Value: Customer Satisfaction Surveys April 2008 Table of Contents 3 Introduction 3 The Need for Insight 3 The Right Measurement Tool 4 Survey Dimensions
More informationA Contact Center Crystal Ball:
A Contact Center Crystal Ball: Marrying the Analyses of Service, Cost, Revenue, and Now, Customer Experience Ric Kosiba, Ph.D. Vice President Interactive Intelligence, Inc. Table of Contents Introduction...
More informationNICE Systems and Avaya provide businesses with Insight from Interactions
IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)
More informationMitel MiContact Center Enterprise & Business
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
More information