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The ROI of speech analytics for the call center
OPINION -
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- ...
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Top 10 call center technology must-haves
OPINION -
There's a plethora of sophisticated call center technology available to operate a call center. The challenge is to select the right technology, implement it properly, and then optimize performance on a day-to-day basis, says ...
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Quality management and recording suites capitalizing on shifting contact center market
OPINION -
Following a major transition period for the contact center market, expect quality management (QM) and recording vendors to come out on top, says Donna Fluss in her latest column. Winning vendors sell applications that ...
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Speech
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 ...
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Remote 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 ...
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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 ...
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Surveys
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.
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VoIP
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 ...
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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 ...
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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 ...
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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.
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QM
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 ...
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CCPM
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 ...
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