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CUSTOMER EXPERIENCE BEST PRACTICES

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ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

Article : The Impact of External Events

Directors and managers can do their best to control every facet of the companies they work for, but sometimes the events that can cause the greatest bumps in the road are usually caused by actions beyond their control – external events. Industry professionals discuss the impact of external events on their centers.

Ken Reid
Marketing Director
Rostrvm
United Kingdom

"The economic recession has had an impact on the way we operate our business. We have looked at every investment carefully to establish real return on investment. This approach applies to our products as well as our internal operation. We always ask ourselves "How will this product or service help our customers to do mre with the same or less?""
About Rostrvm

rostrvm software systems support inbound, outbound and blended management of live and automated telephone calls and multimedia contacts. rostrvm’s innovative desktop presence drives efficient proc... (read more)
 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Our business has definitely focused on existing clients this year. We have also looked at ways to add value to our service delivery and increased our product portfolio to meet client needs and wish lists. We have been client driven and adapted company processes to follow the extended buying circles now in existence. We are also focusing on compelling ROI cases to assist purchasing decisions."

 
Lou Krost
VP Workforce Optimization
Chase
United States

"Being in home loans, it's a no-brainer what has challenged our company over the past year. However, Chase has been resilient in their survival tactics and call center management has been exceptional at adapting to new ways of doing business."

 
Ring2 Dashboards & Wallboards Free Trial
Teresa Sinel
Director of Brand Ambassador Relations
VIPdesk Connect
United States

"The recession has certainly had an impact on my company, as it has with many organizations, particularly for the retailer clients we serve. What has held us apart from our competition, however, has been our commitment to stellar service. Our approach has always been to encourage lifetime customers for our clients, and that has incredible power in a world where customers are carefully weighing where they will spend their retail dollars."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
 
Salah Mahiout
Software Development Director
Voxdata
Canada

". lost several clients (financial industry) due to economical situation
. expended our portfolio by getting clients outside the financial industry"
About Voxdata

Since 1995, VOXDATA has been supplying innovative, contact center solutions 24 hours a day, 7 days a week to meet all frontline customer relations needs in a variety of industry sectors. We are well p... (read more)
 
Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"The biggest impact hadfinancial crisis - headcount cuts, cost savings. We had to take all possible changes to save the business."
About Skupina ČEZ

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Prodej“, is responsible for t... (read more)
 
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"Selling has become that much harder, which has led to greater use of alternate channels e.g. social media"
About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
 
Dr. Hüseyin Gungor
Chief Customer Officer
emotional loyalty
Netherlands

"Our company activities were mainly influenced from global financial crisis... Fortunately we have spread our activities in different geographic regions as well as in different industries; consequently we even managed to increase our customer portfolio in these difficult years."
About emotional loyalty

Customer Experience Research & Advisory
 
Dru Phelps
4D Value Partner, in private practice
BenchmarkPortal
United States

"Media is handing out 'information' that can blog you to the basement. If any industry becomes suspicious, then all in that sector is under scrutiny for lessons customer satisfaction."
About BenchmarkPortal

BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. W... (read more)
 
Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec
Canada

"The economy plays a great role on the company, businesses more reserved with their $ and want to ensure strong business cases are present for all $ spent. Customers need extra value for their $"

 
Colette Yee
Director of Strategic Marketing
Genesys
United States

"To help contact center management align their work processes and performance metrics to corporate goals and operational KPIs, we put together several KPI solutions on top of the speech analytics platform with pre-built workflows, reports, dashboards, alerts and knowledge libraries. These solutions enable contact center personnel to target activities that directly improve the selected KPIs and at the same time, provide them with clear business justification on any investment or action taken from the fact-based insight gleaned from speech analytics.

And to cater to the budgetary constraints on software and hardware, we provide the flexibility of on-premise or hosted deployment options, as well as, perpetual license or subscription financing options."
About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in... (read more)
 
Paul Turner
Chief Operating Officer
NewVoiceMedia
United Kingdom

"The credit crunch has had a positive effect on our business with NewVoiceMedia recording growth of 86 per cent over the past 12 months. Our solution allows businesses of all sizes to remove the frustrations caused by poor call handling at an affordable cost. It is delivered using cloud-based technology, which provides the functionality of an on-premise solution at a fraction of the price. Perfect for times when businesses are looking for more from their telephony solutions for less investment in time and cost.
To cope with this increase in demand for its solution NewVoiceMedia has had to double its staff levels in 2009 and is looking forward to its continued success in 2010."
About NewVoiceMedia

NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
 
Robert Mensah
Public Relations Officer
Ghana Customs Service
Ghana

"They have provided more avenues to meet corporate communications and relationships"

 
Chris Tranquill
Group President
Xerox
United States

"ACS is a good company in good times, but a great company in bad times. Businesses look to ACS to reduce costs, increase revenue and add value to their enterprise. ACS is an expert in call center outsourcing, which allows businesses to focus on their core competencies, improving their bottom line with their renewed ability to refocus their attention and resources on what they do best.

The "external events" of 2009 forced companies to be more aggressive in driving change within their organization. That created an atmosphere where they were much more willing to listen to new and innovative ideas that ACS offers, turning fixed call center costs into variable costs."
About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 
Reid Houser
Vice President
Sitel US
United States

"The political environment and pressure on overseas outsourcing has steered Sitel to use our 100 plus facilities globally to service our clients with the optimal mix of locations to best meet their needs. Particularly when a client is predominantly servicing the baby boomer segment, we often recommend clients have their ‘first opportunity of customer interaction’ handled by domestic contact center agents, which reduces the risk of customers being turned away from our clients on the first few encounters. Once customers are regularly doing business with our clients and have reached a certain comfort level, then it is feasible to have future calls answered by agents outside of the U.S.

Meanwhile, our clients have increasingly focused on "Global outsourcing"--carefully examining and selecting the right mix of locations: domestic, nearshore, and offshore, including options such as home-based agents. More than ever, our global outsourcing expertise is adding value to the client engagement. Given our diversified vertical focus, many of our end-users and prospective customers prefer a local or regional domestic solution to service their client base."
About Sitel US

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a worldwide provider in outsourced customer experience innovation. Wit... (read more)
 
Sadruddin Salim
Sr Manager Contact Centres
Ufone
Pakistan

"Already discussed earlier, the competition has grown, inflation has increased expectation and returns for the employees, employer and the share holders and the business has declined, the best solution that has worked for us, has been consolidation and synergy between segments within the CC, also with the induction of WEB Chat agents (who now perform multi tasking) and dual skillset has enabled us to take care of more with the same / smaller number size."
About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
 
Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"Things such as socal networking have had a tremendous impact on showing what customers really think and have made us establish ways to recact more quickly and show that we have"
About The Customer Lifeguard

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to th... (read more)
 
Divyan Gupta
Founder and CEO
Keshiha Services
India

"Some clients have scaled down outsourced/ offshored operations while most have pressed for a dialogue on the contracts to drive for cost savings. However a positive trend has been that the external factors have actually given us the opportunity to work with the clients on how outsourcing is an effective way to save costs while allowing the companies to focus on their core competencies. And we are seeing trends where clients have come to the same conclusion post their internal restructurings."

 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"Mergers and Acquisitions happened this year and we had to downsize our operation for the meanwhile to lower our overhead cost."
About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Daman Adlakha
General Manager
BPO PLUS WLL
India

"Entrance of more competitors into the market as a threat to the business as well as to the employees and less outsourcing of the business to the call centres.We have somehow introduced the new slabs in the incentives system as well as we have focused on the delivery in order to retain the current business."
About BPO PLUS WLL

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. ... (read more)
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"We are evaluating and considering different projects that will build our reputation in the industry and we are investing in both people and technology that will allow us to expand our areas of expertise. We recognize the strong focus on customer retention that is necessary and have strengthened our internal practises to reflect this such that we can continue to be a true "partner" with our clients rather than a vendor solution."
About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - 5 MORE Ways To Demotivate Staff

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

Published: Monday, January 11, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Customer Experience (CX)

 
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)
PH: +44 (0) 207 397 8725

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
PH: 3363030506

4.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)
PH: 8605673733

5.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
PH: +64 9 623 3662

6.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
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®, Aspe...
(read more)
PH: +302109241486

8.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
PH: 646-381-1599

9.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

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.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

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)
PH: +61404697151

11.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
PH: 01442 458300

12.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)

13.) 
iContactBPO

When it comes to inbound and outbound customer service at iContact, our approach is a uniquely strategized, tailor-made, bespoke solution to meet individual business needs.

Our personalized approach to quick-solving customer problems and helping them achieve success and obtain value using your product or service goes hand-in-hand with forward-thinking, tech-savvy turn-around times and consistent feedback methods.
PH: +27110190290

14.) 
MindTouch

MindTouch Knowledge Management
MindTouch offers mid-size to large organizations an enterprise-grade, AI-powered knowledge management platform built for customer self-service, agent assistance and departmental knowledge. The MindTouch platform intelligently captures, manages, extends, integrates and optimizes content across all channels, systems and devices resulting in an improved customer experience, increased agent productivity, enhanced operational efficiencies, and reduced costs.
PH: 6197958459

15.) 
NovelVox

NovelVox Agent Desktop
Finesse Agent Desktop : Do More with Cisco Finesse Agent & Supervisor Desktops.
Unified Agent Desktop with Drag & Drop Gadget Designer and Ready Integrations
Integrate & Unify Cisco Finesse with CRM & other 3rd Party Applications.
Reduce AHT & Increase FCR with Unified Agent Desktops for Cisco Finesse.
PH: (+1) 301 202 3672

16.) 
Premier Business Audio

Premier CX
Premier CX enables clients to optimise the way they interact with customers. We create great customer experiences over the phone, online, via email, video, text or live-chat. Our award-winning, strategic approach streamlines communication, creating a seamless and positive experience that is creative, clear and on-brand. Our work has a direct, tangible impact on contact centre activity: driving sales and reducing overheads.

From IVR design to In-Queue & On-Hold audio, Premier CX helps to maximise the opportunity for upsell and cross sell via targeted messaging. Contact centre agent training ensures consistency for a great experience with every call.

Our in-house video production experti...
(read more)
PH: +44 (0) 345 0711 359

17.) 
Sparkcentral

Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!
 

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