 |
TREND: SPEECH ANALYTICS
Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high net present value (NPV) and high internal rate of return (IRR), according to Donna Fluss. In her latest column, read more about the benefits of speech analytics and how to build a business case for speech analytics technology.
LEARN MORE: TREND: SPEECH ANALYTICS
TREND: REMOTE CALL CENTER AGENTS
Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna Fluss outlines best practices for hiring and managing remote staff in the call center.
LEARN MORE: TREND: REMOTE CALL CENTER AGENTS
TREND: CUSTOMER CENTRICITY
A major impediment to building a customer-centric organization is the conflicting goals of the primary customer-facing departments: sales, marketing and service. Somehow, in the drive to achieve goals, each department loses sight of customers as people and sees them only as "objects" that need to be optimized. In her latest column, Donna Fluss outlines the most successful way to approach customer centricity.
LEARN MORE: TREND: CUSTOMER CENTRICITY
TREND: CUSTOMER SURVEYING
If used properly, customer surveying tools improve customer satisfaction, increase revenue, decrease customer attrition, reduce operating expenses and improve agent satisfaction and retention. Read advice from Donna Fluss on how to use customer surveys to optimize your contact center.
LEARN MORE: TREND: CUSTOMER SURVEYING
TREND: VOIP CALL CENTER
Today it's clear that IP can vastly reduce operating expenses, simplify management overhead, provide geographic flexibility and improve quality, particularly for multi-site contact center operations, says Donna Fluss in this Call center trends column. Learn the benefits that IP technology can offer and why it might be the right choice for your call center in this column.
LEARN MORE: TREND: VOIP CALL CENTER
TREND: CALL CENTER OUTSOURCING
While companies that effectively outsource call centers offshore can achieve a great deal of savings, outsourcing is not the only solution, nor is it the best way to improve the return from a callcenter. Within five to 10 years, call centers will become one of the most important revenue generating departments in most enterprises. Read advice from Donna Fluss on how to make your call center more profitable.
LEARN MORE: TREND: CALL CENTER OUTSOURCING
TREND: SELF SERVICE
Learn about self-service applications based on the Web and interactive voice response (IVR)and how this technology can optimize the call center. In this section, read Donna Fluss's take on the drawbacks of traditional self-service applications and how these applications can offer cost savings and much more if they are deployed correctly.
LEARN MORE: TREND: SELF SERVICE
TREND: SAAS
Learn about hosted call center offerings and how they are expanding call center options in this section from Donna Fluss, a recognized thought leader and innovator in contact center and real-time analytics with more than 23 years of experience.
LEARN MORE: TREND: SAAS
TREND: QUALITY MANAGEMENT
Winning quality management (QM) vendors sell applications that facilitate this transition, have a rapid ROI, a low total cost of ownership (TCO) and improve the customer experience, says Donna Fluss. In this section, learn more about quality management and recording suites in the shifting contact center market.
LEARN MORE: TREND: QUALITY MANAGEMENT
TREND: PERFORMANCE MANAGEMENT
Performance management started to penetrate contact centers in the early 2000s, but 2006 is the first year of significant adoption. According to Donna Fluss, the lack of consensus on the definition and purpose of these applications has created a major adoption issue. Learn about the benefits of performance management for the contact center in this column.
LEARN MORE: TREND: PERFORMANCE MANAGEMENT
|
|
|
|
