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Article : Technology for 2010

2010 should see some significant leaps in the field of technology and its effects on contact centers. We asked industry professionals what technology they believe will have the biggest impact on contact centers over the next 12 months.

Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"I guess I should say voice recognition technology! In reality, for most Contact Centres, true CTI will be the biggest driver to both efficient, effective calls and customer satisfaction. Should imrpove most metrics too!"

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)

Daniel Friedman
Senior Business Development Analyst
PointClear
United States

"Speech Analytics"

About PointClear

PointClear creates business opportunity for its clients through comprehensive prospecting, list segmentation, sales lead management, and target market intelligence programs.

Teresa Jose
Product Marketing Manager
Altitude Software
Portugal

"1. Business Perofmance Monitoring
Contact center managers must be able to define and track their own KPIs (key performance indicators). Also KPIs are the best way to show everyone in the organization the value of the contact center. The specific business indicators should be simple, easy and provide actionable information, such as the sales amount, the average balance saved, the recovered percentage, the number of appointments per qualified contact, and so on.
2. Integrated Workflow in the Contact Center"

About Altitude Software

Altitude Software is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more cu... (read more)

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Content continues ….

Tom DePew
Senior Consultant
United States

"Unified communications will continue to have an impact because customer contact is multi-channel. UC will allow contact center vendors to have a complete view of customer interactions and have the tools to respond in a way that makes sense for each customer."

Nick Kossovan
Call Center Manager
GFL Environmental Inc.
Canada

"CRM software. The days of blanket customer experience are fast becoming yesterday's way of conducting business. Customers are now looking for personalized experience from large corporations. They want to be treated as individuals and not just another customer."

About GFL Environmental Inc.

GFL Environmental Inc. is a waste management company with headquarters in Toronto, Canada. GFL operates in all provinces in Canada, and throughout the United States.

"The NICE Systems’* first annual benchmark study (cited above) found that speech analytics deployments are expected to grow by 182% by 2011: Interviewees noted that speech analytics presents an opportunity for expanding this source of intelligence by obtaining valuable insights on key business issues from a readily available and historically overlooked information source— the conversation inside the call recordings. Respondents see plans for speech analytics deployments growing by 182% by 2011 compared to the first half 2009.

The contact center, usually the first point of contact for customers, bears most of the responsibility of ensuring a satisfying customer experience, but even more importantly in the current economy, bears the burden of keeping customer churn to a minimum. Companies in nearly all industries are implementing analytics solutions as a means to better understand customers and keep them. Analytics also affords an opportunity to understand how resources can be used more effectively and business processes can be improved to streamline operations and reduce costs."

About ContactCenterWorld:
# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com

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

Published: Friday, February 19, 2010

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Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.