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Article : Fill Your Contact Center Seats with Passion, Not Just People!!!

#contactcenterworld

World-renowned soccer superstar, Mia Hamm, once said, "If you don’t love what you do, you won’t do it with much conviction or passion." As leaders, it is not only our job to achieve the goals set before us, but to assemble the team that will turn goals into reality. Far too many of us have the mentality of just "getting people in seats" instead of taking the time to find the team members who have the passion and drive not only to achieve our Key Performance Indicators (KPI’s), but to also make brand ambassadors of our customers along the way.

I know what you are thinking right now; that is easier said than done. After all, we get hundreds of resumes that sum up a potential team member’s education, job history, tenure at each stop, and what they accomplished along the way. It is simply impossible to gauge the person’s passion and fit within your culture by reading resumes. It is a process that can become monotonous at times when we are looking to search for the "checklist" of required qualifications and skills based on a sheet of paper. The sad part is that we have been trained to accept this as the way the recruiting process "has always been done". We typically look for two or three things that seem to align with our job qualifications and duties, interview them with age old "tell me about a time" questions (which many applicants have looked online for tips or simply make up stories to "fit" what they think we are looking for), and quickly decide if we chose them to fill one of the available seats.

I am guilty of this myself, yet, what I have found over the course of the last twenty plus years, is that this approach has yielded mediocre results at best. This mentality has us in a vicious cycle where we are always in the hiring mode, dealing with people who only show up for a paycheck, or, worst of all, are detrimental to our culture. In order to combat this issue, my team and I have evolved our hiring process over the last year to approach it as if we were looking for the next Mia Hamm to lead our team onto the field.


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Here are a few questions for you. Do you think it is a fluke or by following the mentality of "just getting people in seats" that has helped the NBA’s Golden State Warriors to three of the last four championships? Is it a coincidence that they just happen to have the right people to consistently beat one of the best players of all time, LeBron James, year after year in the finals? Of course not! They took their time and assembled a team of superstars that fit their culture and had the passion to drive that team towards success. Our teams are no different.

So how did we do this? We put our culture and core values at the forefront of our recruiting process. Yes, we still have to go through resumes and review their basic information to ensure they meet the required qualifications, but we do not talk about their job history or technical aptitude in detail until the final round of the process. Our mentality is we can always teach you our platform or our business model, but we cannot teach you passion or change your character.

The first step is the phone interview. During this phase of our interview process, we simple talk about our core values with the potential candidate, outlining each value in detail and explaining how each value affects every aspect of our team members’ workday. From our employee evaluations to each interaction on the phone with a customer, our core values will be the judge of our employees’ success so it is critical that applicants understand that from the beginning. A few examples of how we rate our employees that we share with our applicants:

  • Evaluation Factors
    • You have passion, drive, and perseverance?

    • You show respect to others, no matter what position you hold within the company?

    • You understand that every opinion is valuable and that great ideas can come from anyone?

    • You seek 0pportunities to learn and further your understanding of our business

    • You share knowledge and experience with others in a constructive way
    •  
    • You contribute constructively while in meetings

These direct examples of what the applicant would be evaluated on during our phone interview process has filtered out many people that are just looking for a job where they can simply occupy a seat. I feel this is because it is showing them that it will be impossible to hide within our center and collect a paycheck. Instead, we are looking at you every day, from your performance on the phone to how you engage with every staff member in the company to gauge if you are a successful member of the team. We have found two things from this approach; it either energies applicants to become more excited about our company or it drives them off to find an employer who will accept their desire to do the bare minimum requirements to just collect their paycheck.

The second step is where we interview the applicant for the culture fit and determine if they have the passion to help us deliver the greatest customer service possible. Applicants come to the office dressed in their best, with crisp copies of their resumes, waiting for the same old questions they have heard time and time again. SURPRISE!!!!! That is not happening at PerfectServe. Instead, we casually greet them at the entrance, conduct brief introductions, and lead them not to a conference room (Seriously, who still interviews in a conference room?), but, instead, we escort them to our break room. Once there, we enthusiastically ask, "What game are we going to play?" You heard me correctly. You do not have to re-read that sentence. The response typically? Well, it is what you would expect. There comes a deer in the headlights type look followed by "Are you serious????". Once our applicants get over the shock of what they just heard, we invite them to put their resumes, ties, purses, portfolios, and jackets on a couch and choose between pool, air hockey, supersized Jenga or Connect Four.

During this phase of the interview process, our goal is simple: Do we see this person fitting in with our culture? What are they passionate about? Finally, how did they adapt to our environment versus the old traditional interview process? It is a time to pull back the layers of the onion and see who and what is this person all about. We ask questions such as:

  • Do you consider yourself a nerd and why or why not?

  • Do you prefer DC or Marvel or neither? Why?

  • What do you like to do for fun/to relax?

  • What does customer service mean to you?

  • What is the greatest customer service experience you ever had and why?

  • What is the latest book you are reading? Tell me about your favorite parts and why?

  • What core value have you connected with the most during your career? Why?

  • Do you prefer Apple or Android? Why?

Spending some time playing whatever game they have chosen while making conversation with these types of questions, is the catalyst of our evaluation process. Is their tenacity, passion, and drive about their personal and professional lives translate to what we are looking for in an employee? If the consensus is yes, only then do we set up a sit down interview with some of our other leaders within the customer service department.

The sit down interview is when we finally look into their resume and technical aptitude. If we believe they have the ability to learn our platform we will give them the chance to join our team, however, instead of making this phase the quintessential part of the interview process, it is just the icing on the cake. This process has led to two main changes; the first, we turn away a lot more people than we hire compared to the past, and second, we have yet to lose anyone to attrition during the training phase since we have made the change.

In closing, remember that Albert Einstein has been credited with saying "the definition of insanity is doing the same thing over and over again, but expecting a different result" and that is exactly what we have allowed the interview process to become; absurdity. Take a step back and have the courage to do something different, I promise not only will your results be different, they will be rewarding.

#contactcenterworld

 

 

 

 


About PerfectServe:
Company LogoA single, unified communications platform that connects clinicians in any care setting, across the care continuum. Based in Knoxville, Tenn., the intelligent clinical communications platform processes more than 35 million clinical communication interactions each year involving more than 70,000 physicians.
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Today's Tip of the Day - Train In Sensitivity

Read today's tip or listen to it on podcast.

Published: Wednesday, June 27, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

Page: 12
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

4.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

6.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

7.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

8.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

9.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

10.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

11.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

12.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

17.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

18.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

19.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

20.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
 
Page: 12

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