Enabling Chat -- Key Success Factors in Chat Implementation
|
|
- Tracey Conley
- 8 years ago
- Views:
Transcription
1 Enabling Chat -- Key Success Factors in Chat Implementation 0
2 WHY SWITCH TO CHAT SUPPORT? Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced agent workload Canned Messaging Integration to self-help and portals Some advanced tools even offer Scripting Collaboration Real Customer Results 20-30% increase in staff productivity 35-45% improvement in first call resolution 25-50% reduction in incident handle time 10% improvement in customer satisfaction 1
3 Cost Per Contact Have you considered the impact chat can have on cost per contact? Source: HDI 2013 Practices & Salary Report 2
4 So What s the Issue? Benefits of Chat are often not realized Slow or failed implementation Challenges of implementation Technical challenges Organizational challenges A Proposed Solution Learn from the industry s success stories Build upon best practices Follow a proven approach 3
5 BEST PRACTICES CHAT SUPPORT #1Develop Implementation Plan How to Start Identify the key areas of a successful project Understand your goals for Chat Support Set targets and milestones for your new channel of support 1. Plan Development 2. Opportunity Assessment 3. Session Initiation & Routing 4. Workforce Management 5. Hiring & Training 6. Reporting & Analytics 7. CSAT & Quality 8. Communication & Adoption 4
6 BEST PRACTICES IN CHAT SUPPORT #2 Identify Opportunity Drive Demand Determine ideal chat volume A detailed call driver analysis will provide a good list of chat candidates Determine requirements for: Staffing Hiring & Training Communication Planning Set milestones and checkpoints to view progress and evaluate your strategy 5
7 BEST PRACTICES IN CHAT SUPPORT #3 Session Initiation & Routing Getting to the Right Agent Provide customers fast ways to access support Company website or support portal Self-help center Imbedded within a software application From their desktop Route customers intelligently Skill Based Routing: Identify agents skill sets Use a Skills Matrix to design routing Route issue type to proper agent 6
8 BEST PRACTICES IN CHAT SUPPORT #4 Workforce Management Manage Inputs Interrelated Components of Workforce Management Forecasting: Analysis of past data, adjusted for anticipated conditions, to determine future demand requirements Capacity Planning: Estimated staff requirements, both long term and short term, to handle the forecasted direct labor needs Scheduling: Planned roster of staff by interval to meet the estimated direct labor needs Real-Time Management: Actions and decisions to optimize short term performance 7
9 BEST PRACTICES IN CHAT SUPPORT WFM for Chat is more complex than WFM for Phone Channel Consider the following: Start with phone based WFM process Adjust for concurrent sessions, how many per agent? Adjust for collaboration Example of advanced inputs for Chat WFM Duration (AHT) Complexity of Issues Level of Engagement Workflow Responsibility Level of Focus Customer Type (consumers vs systems admins) Customer Expectations (ASA and ART targets, Abandonment Rate, Time to resolution, CSAT) Customer Response Time (ART, % idle time) 8
10 BEST PRACTICES IN CHAT SUPPORT #5 Key Applicant Attributes Experience Ability to Learn Education Keyboarding Skills Multi-tasking Communication Skills Develop a Hiring Profile Hiring & Training Different Skills & Profile 9
11 Chat Agents vs. Voice Agents Universal Agents Voice Chat Cross-training some agents for both voice and chat can improve efficiencies Agents should be on either chat or voice, not trying to do both at the same time The skill sets, however, are different Good voice agents don t necessarily make good chat agents 10
12 BEST PRACTICES IN CHAT SUPPORT Develop Agent Skills Through Training Average Response Time Setting Expectations Accuracy of Responses Direct Responses/Answer Customer Questions Conversational Flow Patience Train to Impact Customer Experience Brevity and staying on point Grammar, spelling and sentence structure Chat Etiquette Voice and tone Terminology Personalization 11
13 BEST PRACTICES IN CHAT SUPPORT #6 Reporting & Analytics Getting Actionable Insights Determine the Key Performance Indicators Input Metrics Output Metrics Set Targets Create a Performance Dashboard Implement Management by Metrics Methodology Evaluate Performance Decisions & Actions 12
14 The Most Common KPI s for Chat Cost Productivity Service Level Cost per Inbound Contact Inbound Contacts per Average Speed of Answer Cost per Minute of Inbound Technician per Month (ASA) (minutes) Handle Time Technician Utilization Call Abandonment Rate Quality Technician Contact Handling Call Quality First Contact Resolution Rate Customer Satisfaction Technician Occupancy Technician Tenure (months) Technician Job Satisfaction Inbound Handle Time (minutes) User Self-Service Completion Rate 13 13
15 BEST PRACTICES IN CHAT SUPPORT #7 CSAT & Quality Improving the Customer Experience Important CSAT Measures Satisfaction (CSAT) Dissatisfaction (DSAT) Customer Effort Understand the Key Drivers to Satisfaction Quantitative Survey to determine attributes for good customer experience Develop Quality Monitoring Program Monitor transactions to identify critical customer AND business critical issues Implement csat Survey Ongoing measure of customer satisfaction and dissatisfaction Measure Results Improve Processes and Agent Activities 14
16 BEST PRACTICES IN CHAT SUPPORT Develop a Quality Program Measure the business needs Measure customer experience Determine statistically relevant sample size Calibrate the team Provide feedback to the agents Critical Business Affecting Critical Customer Affecting Critical Translate Key Drivers for Positive Customer Experience Non- Critical Annoyances (e.g., misspellings) Often referred to as soft skills 15
17 BEST PRACTICES IN CHAT SUPPORT #8 Communication Plan Drive Adoption Identify Customer Touch Points IVR Invoice Text Message Deliver a Compelling Message Faster Service Easier to Initiate Contact Ability to Multi-Task Faster Resolution Encourage Usage Offer rebates for trying chat Proactively ask to chat 16
18 What to Expect Factoid: Demographics Matter! Younger customers are more inclined to try chat Adoption rates are also higher with younger demographics Millenials have the highest chat adoption rates 90% 80% Trial and Adoption Rates 70% 60% 50% 40% 30% 20% Trial Rate Adoption Rate Data Provided by MetricNet, LLC 10% 0% Age Range of Callers 17 17
19 BOMGAR AT A GLANCE 2 nd Generation Remote Support - Supports Internal & External Networks - Supports Mobile, Servers, Desktops 7,500+ customers in 65+ countries Net Promoter Score = 65 - Apple = 78 - ebay = 65 - Facebook = 65 - Google = 63 Bomgar Named to Deloitte s Technology Fast 500 List of Fastest Growing Companies for Sixth Consecutive Year. Securely support remote Windows, Mac, Linux & Mobile Devices Trusted by 7,500+ customers around the world: 18
A Screen Share is Worth a Thousand Chats Donald Hasson Director of ITSM Product Management
A Screen Share is Worth a Thousand Chats Donald Hasson Director of ITSM Product Management 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 1 I need help. The little button disappeared. The red one
More informationRemote Support: Key Metrics to drive Improvement in your Center
Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0 Why Are Metrics Not Improving?
More informationCall Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
More informationTECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services
TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT FIELD SERVICES 2012 TSIA Member Technology Spending Report: Field Services Adoption, Satisfaction and Planned Spending Across 24 Areas of Technology and Services
More informationContents. Specialty Answering Service. All rights reserved.
[Type text] Contents 1 Introduction... 3 2 Service Metrics... 5 2.1 Accessibility Metrics... 5 2.1.1 Blockage... 5 2.1.2 Hours of Operation... 5 2.1.3 Abandoned Calls... 5 2.2 Speed of Service... 6 2.2.1
More informationA New Look at the Call Center Top Twenty
A New Look at the Call Center Top Twenty The evolution of a simple call center into a multi-channel contact center doesn t just happen overnight. You many need to add or upgrade technologies, and certainly
More informationin the Digital Age Using chat as part of a winning omnichannel strategy
in the Digital Age Using chat as part of a winning omnichannel strategy 20% of all customer experience will take place via chat. i Great customer support is designed to solve customer problems quickly
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 informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationCisco WebView Reporting
Data Sheet Cisco WebView Reporting Improving customer service in a resource-efficient manner is critical to the success of any contact center. To produce such operational excellence in their facilities,
More informationData Analyst and Operations Administrator
American Support Data Analyst and Operations Administrator Overview & Responsibilities 01 March 2011 Position Title: Department: Branch: Location: Reports To: Direct Reports: Consults With (Works With
More informationRecruiterpowered by CloudCords
Recruiterpowered by CloudCords Improve Quality of Hire Reduce Turnover with Higher Job Satisfaction Increase Speed of Hire Increase Revenue and Cost Savings How are We Different? Configure custom recruiting
More informationHow to Optimize Your Customer Contact Center. AWWA CS/IMtech Conference February 28, 2011 William A. Lloyd, Westin Engineering, Inc.
How to Optimize Your Customer Contact Center AWWA CS/IMtech Conference February 28, 2011 William A. Lloyd, Westin Engineering, Inc. Agenda Contact Center Challenges Best Practices In & Out of Water Utilities
More informationCreating Service Desk Metrics
Creating Service Desk Metrics Table of Contents 1 ITIL, PINK ELEPHANT AND ZENDESK... 3 2 IMPORTANCE OF MONITORING, MEASURING AND REPORTING... 3 2.1 BALANCED MANAGEMENT INFORMATION CATEGORIES... 3 2.2 CSFS,
More informationCreating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.
Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology
More informationManaged Services Technology Stack
Managed Services Technology Stack By George Humphrey, Senior Director, Research, Managed Services, TSIA TECHNOLOGY INSIGHT 1 MANAGED SERVICES TSIA-TI-14-031 December 15, 2014 The Managed Services Technology
More informationBringing Smiles THE CHALLENGE
CASE STUDY Bringing Smiles With the number of customers rapidly increasing, the service capability of the existing infrastructure at this Call Center was not efficient and needed upgrade. Customers were
More informationCall Center Metrics: Glossary of Terms
Call Center Metrics: Glossary of Terms A. abandoned call. A call or other type of contact that has been offered into a communications network or telephone system but is terminated by the person originating
More informationHow To Handle Email And Text Based Communication
Contact Center Understand, automate and learn from customers email communications Harness the flood of email for exceptional customer service Manage the incoming wave of email messages Email continues
More informationCHAT SUPPORT BEST PRACTICES. BETSOL The Right Solution,Right Now CONTENTS. Chat Compared to Phone and Email. Why is live chat preferred?
BETSOL The Right Solution,Right Now CHAT SUPPORT BEST PRACTICES. CONTENTS Chat Compared to Phone and Email Why is live chat preferred? Chat Support and Productivity Metrics and Determining Success Chat
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 informationWorkforce Optimization (WFO) Product and Market Report Reprint Reprinted for:
Workforce Optimization (WFO) Product and Market Report Reprint Reprinted for: - 1 - DMG Consulting LLC Table of Contents 1. Uptivity (formerly CallCopy) 1 2. WFO Vendor Satisfaction Analysis 4 2.1 Summary
More informationEvaluation Guide. Call Center Operations and SLA Monitoring Performance Blueprint
Evaluation Guide Call Center Operations and SLA Monitoring Performance Blueprint Achieving real-time efficiencies and enhanced customer satisfaction in call center operations Corporate frontlines are experiencing
More 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 informationThe Call Center School LLC (CSRNA)
Welcome First Call Resolution and Solve Rate Analytics That Produce Measurable Results Presented by: Copyright 2010, The Call Center School LLC Speaker Biography Penny Reynolds Founding Partner of The
More informationMeasuring Call Center Performance. Global Best Practices
Measuring Call Center Performance Global Best Practices Key Metrics Chose metrics that reveal key insights into the customer experience, emphasizing quality and quantity equally Concentrate on four key
More informationWelcome! Thank you for your interest in the 2010 ICMI Global Call Center of the Year Award, and best of luck!
Welcome! Welcome! This is the application for the 2010 ICMI Global Call Center of the Year Award. This coveted award will be presented to the one large call center AND the one small-medium call center
More 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 informationSpecialty Answering Service. All rights reserved.
1 Contents 1.Abstract... 2 2.About... 3 2.1.What is Call Center Agent Management Software?... 3 2.2.Call Reporting... 3 2.3.Call Recording and Screen Capture... 3 2.4.Agent Motivation and Utilization...
More informationHow Innovation Can Change the Contact Center Business. Thais Marca Managing Director, South America Convergys
How Innovation Can Change the Contact Center Business Thais Marca Managing Director, South America Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities 75,000
More informationGetting it Right: Seven Steps to Right Channeling Customer Interactions
Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals
More informationHow To Improve Your Contact Center
Analytics in the Contact Center The Road to a Better and More Profitable Customer Experience Table of Contents Introduction... 1 Contact Center Measurements Today... 1 What Analytics Can Do... 2 Customer
More informationIP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY
IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY SESSION 1 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact
More informationAlamo Colleges Answer the Call Superior Student Services
Alamo Colleges Answer the Call Superior Student Services Diane E. Snyder Vice Chancellor for Fin. & Admin. Russell Lopez Contact Ctr. Manager Alamo Colleges Footprint St. Philips (1898) Northeast Lakeview
More informationOVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)
OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS
More informationUniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1
Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...
More informationThe Future Call Center
CRM Forum Resources http://www.crm-forum.com The Future Call Center Hector D. Trestini Pinkerton Scientific 2000 PINKERTON Scientific, A division of Pinkerton Computer Consultants, Inc. The future Call
More informationB. Executive Summary
B. Executive Summary Across the country, state governments face tough economic challenges. High unemployment is causing record numbers of citizens to seek public assistance, straining government s aging
More informationAustin Contact Center Alliance. Making Text Work For Your Company
Austin Contact Center Alliance Making Text Work For Your Company Mobile strategy, creative and execution services Broader CRM perspective About Us Enterprise class text messaging platform &.mobi website
More informationMeasures of WFM Team Success
Measures of WFM Team Success By Maggie Klenke, The Call Center School A frequent question from workforce management (WFM) professionals is how do I measure the success of the WFM team? This is a challenge
More informationUnified Customer Experience Management
Unified Customer Experience Management Unified Customer Experience Analytics Operational Excellence Customer Satisfaction & Loyalty Competitive Advantage Today s Customer Touchpoints Self-service (IVR
More informationDriving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC
Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Industry and Consumer Trends Driving Change in the Market
More informationCRM for Customer Service and Support
CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s
More informationImproving Inside Sales Production with Automation
Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations
More informationRIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT
RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT Improving the Customer Experience While Reducing Operating Costs 1 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are
More informationHarnessing the Power of Data with Workforce Management. Presenter: Mike Chester VP, Store Operations, World Kitchen, LLC
Harnessing the Power of Data with Workforce Management Presenter: Mike Chester VP, Store Operations, World Kitchen, LLC Who is World Kitchen? From bakeware, dinnerware, kitchen and household tools to range-top
More informationCustomer Care & Intelligence
Business Process Outsourcing the way we see it Customer Care & Intelligence Virtual Centralization of Customer Care Centers Taking the fast track to visibility, consistency, and control While the scenario
More information2013-2014 Contact Center Workforce Management Market Report
ABSTRACT 2013-2014 Contact Center Workforce Management Market Report DMG Consulting s sixth annual Contact Center Workforce Management Market Report gives contact center, back-office and IT managers unparalleled
More informationCALL CENTER ESSENTIALS
CALL CENTER ESSENTIALS PERFORMANCE MANAGEMENT BEST PRACTICES PART 1 CALL CENTER BEST PRACTICES PART 1 This session explores key performance indicators, how they differ from supporting metrics, and how to
More informationComtech Systems Inc.
Job Description Last Revised: Nov 17, 2011 FS Collect! Product Support Technician Job Summary This job exists to ensure users of the Collect! System obtain maximum possible value from the software and
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationHow to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE
How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE The New World of Customer Service The New World of Customer
More informationNAQC Issue Paper. Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality OVERVIEW
NAQC Issue Paper NAQC s Issue Papers aim to provide critical knowledge on important quitline topics and guidance for decision making. Call Center Metrics: Best Practices in Performance Measurement and
More informationConnected Analytics for Contact Centers. Rajesh Krishnan Cisco Advanced Services
Connected Analytics for Contact Centers Rajesh Krishnan Cisco Advanced Services Today s discussion The importance of analytics for contact centers Cisco s approach to connected analytics for contact centers
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 informationHow to choose the best CRM implementation partner for your call center
WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel
More informationMaintaining a Competitive Edge with Interaction Analysis
Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction
More informationA NEW CUSTOMER EXPERIENCE:
A NEW CUSTOMER EXPERIENCE: IoT and the Connected Consumer Sponsored By: Presented By: Chris Koverman VP, Engineering Support.com, Inc. Sampath Gomatam SVP, Product Support.com, Inc. Patrice Samuels Research
More informationGlobal Benchmarking Insights
Bridging the gap People build success Global Benchmarking Insights National Best Practice Seminar 16 th October Aintree Race Course accelerate your ambition 1 Professional Planning Forum 2014 Before we
More informationUnleashing the Enormous Power of Help Desk KPI s. Help Desk Best Practices Series January 20, 2009
Unleashing the Enormous Power of Help Desk KPI s Help Desk Best Practices Series January 20, 2009 The Premise Behind Help Desk KPI s We ve all heard the expression If you re not measuring it, you re not
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 informationOpenScape Contact Center Agile & Enterprise
OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first
More informationTEAM WORKFLOW MANAGEMENT SYSTEM
TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business
More informationEffective Reporting. The Nuts and Bolts of Best Practice Reporting for the Contact Center. What Is Effective Reporting?
1 The Nuts and Bolts of Best Practice Reporting for the Contact Center What Is? Effective reporting is defined by the results obtained by reviewing the report data and making changes to improve performance.
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
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 informationFour Universal Truths Jeopardizing Customer Service in Financial Institutions Changes That Will Transform Customer Service Experiences and Outcomes
White Paper Four Universal Truths Jeopardizing Customer Service in Financial Institutions Changes That Will Transform Customer Service Experiences and Outcomes Sykes Enterprises, Incorporated l www.sykes.com
More information5 Proven Strategies to Drive ROI for Chat
5 Proven Strategies to Drive ROI for Chat Panel insights from TELUS International, Dell & SPOT Consulting Webinar Summary - Guide Sponsored by: TELUS International Moderated by: Customer Management IQ
More informationContact Center Discovery Exercise
Contact Center Discovery Exercise Introduction The County is currently planning to implement a new telephone system, based on Voice over IP (VoIP), including a new Contact Center solution. VoIP is a proven
More informationWAYS. Your Contact Center. to Boost Productivity. Tips for making your call center agents more efficient and your customers happier.
13 WAYS to Boost Productivity IN Your Contact Center Tips for making your call center agents more efficient and your customers happier. 13 Ways to Boost Productivity in Your Contact Center All too often,
More informationCentral Florida Expressway Authority
Central Florida Expressway Authority Back Office Customer Call Center Review May 2015 risks and controls in ways that this report did not and cannot anticipate. Table of Contents Section Page(s) Executive
More informationBetter Together with Microsoft Dynamics CRM
Better Together with Microsoft Dynamics CRM Enhance the power and effectiveness of Microsoft Dynamics CRM business software with Microsoft products and technologies that work even better, together. Microsoft
More informationKELLER INDEPENDENT SCHOOL DISTRICT
BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence
More informationThe Importance of Contact Center KPIs
The Importance of Contact Center KPIs By Geoff Mina 1: For Agents Think about how hard it would be to drive a car without a dashboard in front of you. You wouldn t be able to see how much gas is in your
More informationEnhancing Business Performance Through Innovative Technology Solutions
Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance
More informationBusiness Process Services. White Paper. Managing Customer Experience: Strategies for Success
Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and
More informationNAQC Issue Paper. Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality OVERVIEW
NAQC Issue Paper NAQC s Issue Papers aim to provide critical knowledge on important quitline topics and guidance for decision making. Call Center Metrics: Best Practices in Performance Measurement and
More informationCreating Real Value for Your Customers and Your Organization in the Call Center
2011 The Business Value in Balancing Call Center Efficiency with Customer Satisfaction Creating Real Value for Your Customers and Your Organization in the Call Center Sponsored by 1 Striking the Balance
More informationWorkforce Optimization, Workflow Automation & Workforce Management
Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,
More information2006 Speech Analytics Market Report
Real-Time Coaching Builds World- Class Contact Centers 2006 Speech Analytics Market Report Contact Center Manager s KPI Survival Contact Guide Center Manager s KPI Survival Guide Donna Fluss, Principal
More informationAttachment 2 Performance Metrics
Attachment 2 Performance Metrics The following metrics are the metrics that the Contractor is required to meet to satisfy the Contract. In addition, the Contractor will be required to provide regular reports
More informationDesktop Support Through Remote Support
JUNE Desktop Support Through Remote Support DESKTOP support edition Written by Mike Hanson, Senior IT Manager, UnitedHealth Group, Inc. Data analysis by Jenny Rains, Senior Research Analyst, HDI What would
More informationSample Slide Deck for IDRC Readout
Sample Slide Deck for IDRC Readout Report ID: 6122 1 Our Experts SC Photo Bruce Belfiore Senior Research Executive & Chief Executive Officer BenchmarkPortal SC Name Here Certified Auditor Senior Consultant
More informationThe Three Waves of Customer Care
White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care
More informationQPC MIG benefits and applications - multi-tenanted data, better reporting and added value services for hosted telecoms providers
QPC MIG benefits and applications - multi-tenanted data, better reporting and added value services for hosted telecoms providers To benefit from economies of scale hosted providers want to partition contact
More informationMetric of the Month: Tickets per User per Month
INDUSTRY INSIDER 1 Metric of the Month: Tickets per User per Month By Jeff Rumburg Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop
More informationIP Contact Center: Realize the Full Business Potential of IP Contact Centers
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
More informationTim Enright Director, CRM Intellinet
Tim Enright Director, CRM Intellinet Platforms Operations Process Productivity Alignment Marketplace What We Do Business Transformation Through Strategic. Technology-Enabled. Business Solutions. Strategy
More informationEverything you need to know about call center service level. talkdesk www.talkdesk.com // 2
// 2 // table of contents // INTRODUCTION // 04 01 // Selecting a Service Level Objective // 08 02 // Calculating Service Level // 17 03 // Causes of Low Service Level // 26 04 // How to Enhance Service
More informationSESSION 207 Wednesday, March 25, 11:30 AM - 12:30 PM Track: Desktop Support
SESSION 207 Wednesday, March 25, 11:30 AM - 12:30 PM Track: Desktop Support Performance Metrics for Desktop Support Mike Hanson Senior IT Manager, Optum, Inc. mike@middlemgr.com Session Description There
More informationWHITE PAPER. IT Outsourcing HDI INDUSTRY BENCHMARK REPORT SERIES. 2003-2011 Bomgar Corporation. All Rights Reserved bomgar.com
IT Outsourcing OVERVIEW Each year, HDI releases the HDI Practices & Salary Report based on the results of more than 800 surveys submitted by support centers worldwide. The published report provides IT
More informationMultichannel Customer Care
Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social
More informationNICE BACK OFFICE SOLUTIONS. Improve the Efficiency and Effectiveness of Your Back Office Operations. www.nice.com. Insight from Interactions
NICE BACK OFFICE SOLUTIONS Improve the Efficiency and Effectiveness of Your Back Office Operations Insight from Interactions www.nice.com INTRODUCTION In today s competitive marketplace, your company has
More informationIntelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
More informationAcceleration Services. January, 2013
Acceleration Services January, 2013 Turbo Charging Profits with Technical Support 1 Focus and Understand Current Strategy, Processes & Team Duration: First 30 Days 2 Develop and Enhance Infrastructure
More informationThe Patient Contact Center: Finding My Way!
The Patient Contact Center: Finding My Way! Presented by James Hawkins SVP, Patient Contact Center Convergent 1 For Today s Discussion Market Conditions ANI Survey Results Patient Contact Center Overview
More informationTitle. The Customer Experience Imperative
Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your
More information