This major report from ContactBabel studies the performance, operations, technology and HR aspects of UK contact centre operations. The report found that organizations that use automated intraday management with their WFM tools are far happier than using tools that force them to carry out such activities manually.
What's the #1 way a company could improve customer service? Great question, right? OneReach wondered, too, posing the question to 63 industry influencers, including Intradiem CEO Matt McConnell, for their take on what companies could do to deliver exceptional customer service. In this report you'll read their very thoughtful — and insightful — answers.
How you've been delivering customer service isn't going to work to satisfy your customers now and in the future. This report from DMG Consulting takes a look at the fundamentals — omni-channel interactions, KPI metrics, employee engagement and training, and the supporting technology — that must be addressed if a service organization is to deliver truly excellent service. According to the report, the customer service revolution will require organizations to be responsive and proactive if they are to meet the demands of today's more empowered customer.
According to this ContactBabel report, contact centers are looking to the cloud to add flexibility and functionality as well as improve their existing systems. Along with insights and key statistics on the business drivers, technology and market for cloud-based contact center solutions provided in the report, we answer questions posed by end users who are looking to take advantage of cloud-based solutions.
According to this ContactBabel report, contact centres are looking to the cloud to add flexibility and functionality as well as improve their existing systems. Along with insights and key statistics on the business drivers, technology and market for cloud-based contact centre solutions provided in the report, we answer questions posed by end users who are looking to take advantage of cloud-based solutions.
Leading contact center WFO users cite intraday automation as one of the top strategies driving their activities that help them increase agent productivity and create happy customers. This overview from Aberdeen illustrates the performance benefits observed by companies incorporating intraday automation within their activities.
Managing customer expectations and building long-lasting, firm bonds with buyers is no easy endeavor. It is even more challenging for contact centers (compared to sales and marketing), since the nature of their customer conversations primarily involves resolving client issues. As such, contact center agents have a direct and substantial impact on helping companies accomplish CEM objectives. This Aberdeen report highlights the top priorities driving contact center WFO programs and illustrates how contact centers straddle agent productivity and performance with the ever-increasing need to meet and exceed customer expectations.
As the complexity of customer / company interactions increases, both the back-office and front-office play a key role in driving customer experiences. This Aberdeen report outlines how intraday automation technology helps firms align their business around the customer while achieving key objectives such as productivity and performance gains.
Once the bane of an agent’s existence, WFM has transformed into an engagement tool that is driving high levels of agent productivity, satisfaction and retention, while at the same time improving quality and reducing the cost of service. This industry report from DMG Consulting gives contact center and IT managers in-depth information regarding the solution provider marketplace and provides insightful analysis of the trends driving innovation.
This Call Center IQ report takes an in-depth look at the evolving role the contact center will play within businesses going forward. The report provides insights into the goals and objectives of the contact center and the challenges they face, and includes key strategies for overcoming those challenges, the emerging best practices and innovations being utilized, and the means of measuring and improving performance. You'll learn what others are planning to do in response and what you need to do to get ahead. The report includes insights from a diverse panel of thought leaders including Intradiem CEO Matt McConnell.
This ContactBabel report looks at the performance, operations, technology and HR aspects of UK contact centre operations, based on a a survey of 215 contact centre managers and directors. The "Multichannel Workforce Management" section, sponsored by Intradiem, examines how workforce management solutions are adapting to environments which have become increasingly complex while maintaining cost efficiency. According to the report, more than seven in 10 respondents believe that a reduction in the effort needed to schedule would be of significant benefit to them.
Based on an annual survey of cross-industry call center leaders, Call Center IQ’s annual Executive Report on Call Center Performance, Operations and Technology cites customer satisfaction as the call center’s primary objective in today’s new customer-centric landscape as well as the impact of technology investments aimed at improving call center value. The report includes insights from a diverse panel of thought leaders including Intradiem CEO Matt McConnell.
Contact center workforce optimization best practices help companies maximize agent productivity and performance, which ultimately determines client satisfaction and retention. According to this Aberdeen report, "Only 68% of agent time is spent serving customers. With the exception of training programs and other value add activities, such as supporting the back-office, the remaining agent time means unnecessary costs for the business."
This ContactBabel report discusses the present and future state of customer contact, focusing on performance, technology, HR and strategic direction based on over 200 interviews with US contact centers. The "Contact Center Performance" section, sponsored by Intradiem, looks at how contact centers are evolving to measure the effectiveness of their operation by tracking metrics such as first-time call resolution and customer satisfaction levels.
The Contact Center Workforce Management Market Report from DMG Consulting LLC studies current trends and challenges facing the WFM market, as well as best in class practices and new technologies aimed at improving productivity and efficiency. According to the report, “intraday management – the ability to change schedules in real-time throughout the day to respond to dynamic changes in volume, available resources, or service levels – remains a major weakness in most, if not all, WFM solutions today."
Contact centers now play a prominent role within organizations through managing customer service. Research conducted by the Aberdeen Group indicates companies can better adapt to the changing role of the contact center and manage expectations of customers with intraday management programs.
Agent idle time is a reality faced by many contact centers. Based on findings from a recent Aberdeen Research study, this research brief will demonstrate the business impact of intraday management programs, and provide a roadmap of how to successfully build and nurture these initiatives as part of existing contact center workforce management efforts.