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How can a company go about ensuring that a Workforce Optimization Solution will have the intended ROI? The question was raised before industry professionals, and the advice they offered is worth considering before investing in such technology.
"1. Get thorough demonstrations from all vendors 2. Consider how it fits or otherwise with existing reporting mechanisms/systems 3. Make sure costs and future development potential is understood"
Omni Hotels & Resorts creates genuine, authentic guest experiences that take guests on 1CA Total Departure 1D to 50 distinct luxury hotels and resorts in leading business gateways and leisure destina... (read more)Omni Hotels & Resorts creates genuine, authentic guest experiences that take guests on 1CA Total Departure 1D to 50 distinct luxury hotels and resorts in leading business gateways and leisure destinations across North America. From exceptional golf and spa retreats to dynamic business settings, each Omni showcases the local flavor of the destination while featuring four-diamond services, signature restaurants, Wi-Fi connectivity and unique wellness options. Known for its award-winning, personalized service, Omni leaves a lasting impression with every customer interaction, with a heightened level of recognition and rewards delivered through its Select Guest loyalty program and the company 19s 1CPower of One 1D associate empowerment program. The brand is frequently recognized by top consumer research organizations such as Harris Interactive 19s most recent EquiTrends? report which ranked Omni as the Top Luxury Hotel Brand in 2011.
Universiti Tun Hussein Onn Malaysia is a public university in Batu Pahat, Johor, Malaysia.
Established in September 1993 as the Polytechnic Staff Training Centre it was upgraded to Institut Teknologi... (read more)Universiti Tun Hussein Onn Malaysia is a public university in Batu Pahat, Johor, Malaysia.
Established in September 1993 as the Polytechnic Staff Training Centre it was upgraded to Institut Teknologi Tun Hussein Onn in 1996
In 2000 the Malaysian government awarded university-college status to the institute, its name changed to Kolej Universiti Teknologi Tun Hussein Onn.
In 2006 the Malaysian government honoured the college university full university status and changed its name to Universiti Tun Hussein Onn Malaysia.
Todd Purdum Subject Matter Expert DigiVoice Inc. United States
"Look for solution providers who have done this before and have learned to address all technical and business needs on someone elses dime. Dont just buy software off the shelf and expect it to work...it takes time and dedication, along with a good understanding by the vendor of how your business runs. Dont over think the decision...these tools are very complex but if viewed in the right light of simplicity of solving business problems, the rest will come in time."
"1. Look at solutions where the individual components work well together. The true power of these technologies is when synergies are achieved between the different functional components. 2. Consider your contact center strategy when making a decision. Are you utilizing at at-home or multiple locations and if so, does the solution easily facilitate this type of structure? 3. Look for ease of use in the solutions. The good portion of the ROI comes from the amount of time workforce optimization technologies save its users over manual processes. If the manual processes are still easier to use, you may be wasting your money."
NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Fo... (read more)NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone.
"Look for Web Services The older best-of-breed vendor products are moving toward a Web services architecture and so it should be possible to embrace a WFO solution using multiple vendors — each chosen to meet an organization's specific complexity of needs.
For New Deployments Organizations yet to embrace WFO should place an increased emphasis on the integration suite rather than best-of-breed vendors assuming that the suite meets the needs of their WFO strategy.
Consider SAAS solutions These solutions are growing in the market place and offer the benefits of integration with call routing and reporting, together with rapid set-up and low start up costs."
LiveOps, Inc., a company focused on virtual contact center technology and services, enables businesses to deliver high performance call centers and high quality customer contact in the most cost-effec... (read more)LiveOps, Inc., a company focused on virtual contact center technology and services, enables businesses to deliver high performance call centers and high quality customer contact in the most cost-effective means possible. Its on-demand contact center applications provide an enterprise-scale virtual call center infrastructure, while its network of 16,000 agents can represent companies in an effective and professional manner. LiveOps' solutions allow for greater flexibility, quality, scalability, control and cost savings.
"1. Ask for references, ideally in your industry, and call them. 2. Pay particular attention to how the vendor supports their product. 3. Stay away for newbie's. Longevity indicates the vendor is doing something right."
"The best way is the easiest way. Touch one key, and get results. Can they show you, how they make a transaction just pressing one button? Let them show you the success stories. Have a demo system, to touch, to feel and to test."
"1. Visit organisations that have used them - ideally using independen professional networks rather than relying on 'official' client visits. 2. Visit people who have used your combination of suppliers - if no-one else has then be clear why you are doing something that is unique and how you will mitigate these risks 3. Start with your business goals and engage the 'stakeholders' who will need to be doing things differently before you sign the deal - certainly before you start implementing"
As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate col... (read more)As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus.
Our team of independent experts offers advice and support, enabling members to make a tangible impact in their organisation and show how the capability of each support function is fundamental to the business, through specialist accreditation, qualifications and standards benchmarking.
Our four communities of continuous improvement, sharing best practice and developing new approaches are:
• Professional Planning Forum
• Quality & Customer Experience Forum
• Data, Analytics and Insight Forum
• Customer Strategy & Leadership
"What type of business are you in? Will this technology help you or would something else serve you better? Who is going to measure your improvements.??"
"Using same vendors is better for integrations. But if CC's should work for different vendors, they have to control integrations between different systems. On the other hand, it all depends on the requirements. The best of breed solution that is to improve a business challenge is much better than complicated systems, most of the time. The heavy integrations are not necessary all the time as long as you know how to use the system. The references and the local support is one of the most important points, as well."
3-D Information Technologies has been established in 1998 by fully Turkish capital, following the owners' experience at the abroad. 3-D Information Technologies has been presenting value added solutio... (read more)3-D Information Technologies has been established in 1998 by fully Turkish capital, following the owners' experience at the abroad. 3-D Information Technologies has been presenting value added solutions under the strategy of the Merit Group since 1998. 3-D Information provides complete solutions with wide range of products to call centers, banks and stock brokers and insurance companies, both in public and private sector.
"1st List down / brainstorm your primary pain areas from various function that contribute to successful performance of a contact center . 2nd List all the features that are required. 3rd Ask the principal vendor to provide a PoC (Proof of Concept) for a period of a month or so before actual deployment. Commercials may be discussed accordingly."
With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wi... (read more)With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
"Review the size of the call centre you will be using the WFM tool for. What benefits are you hoping to be able to give the business/workforce Visit as many call centres as possible with possible WFM solutions"
Eurotunnel operates the Channel Tunnel infrastructure and makes available paths to train operators who are licensed to operate cross-channel rail freight services.
Since opening in the spring of 1994... (read more)Eurotunnel operates the Channel Tunnel infrastructure and makes available paths to train operators who are licensed to operate cross-channel rail freight services.
Since opening in the spring of 1994, the Channel Tunnel - for which Eurotunnel holds the Concession until 2086 - has boosted travel and commerce between the UK and the Continent.
Through its subsidiary Europorte 2, Eurotunnel is now able to operate on the rail freight networks in Europe.
"1.Understand what features you do and don’t need. Clarify your needs prior to searching for a product so that you don’t get "oversold" into a solution that does more than you require. Many companies spend money unnecessarily on bloated software solutions that do far more than the organization requires. Consider purchasing speech analytics as a service, for example, so that you don’t have to make major infrastructure investments and you can receive the benefits at a fraction of the cost.
2. Take the software for a test drive. Work with vendors to install trial software so that you can experience the solution firsthand. Is the software easy to use? Was it simple to install? Is the interface intuitive? Can you export call recording files and play them back using standard media software?
3. Consider the qualifications of each vendor – are they certified to integrate with your telephone system? Do the solutions take advantage of the capabilities within your existing PBX? Can the solution grow with your business without requiring a fork-lift upgrade? The ability to integrate with a variety of PBX manufacturers allows your organization to make changes to your telephony infrastructure without having to change business processes or monitoring programs. In addition, selecting certified software means that you can be confident that your solution will take advantage of the telephony solutions that you already have in place."
Enghouse Interactive’s integrated suite of solutions includes multi-channel contact center, self-service, attendant operator consoles and workforce optimization. This wide portfolio places us in the u... (read more)Enghouse Interactive’s integrated suite of solutions includes multi-channel contact center, self-service, attendant operator consoles and workforce optimization. This wide portfolio places us in the unique position to offer customers and partners a complete, fully featured solution from a single vendor. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements.
"Take a look at Gartner Group before you purchase and read up on what other customers are saying about the products. Buy peices of the tools in increments. You don't need the Cadillac before you put the Chevy on the road. Get up and running on one tool, then implement the next. Don't think you can buy or upgrade everything all at once, I have not been a witness to any successful implementations that went out and bought everything all at once. Don't be afraid to change your process if the tool enhances it. Make sure everything you purchase can talk to the other products you have. Dual entry is a no - never. Don't be afraid to mix and match vendors. They are working pretty well together and they will tell you if they do not work with specific tools."
ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career management, outsourcing, and workforce consulting. Founded by Elmer Winter and Aaron Scheinfeld in 1948, the company was acquired by Blue Arrow of Britain in 1987, but became independent again in 1991.
EXL is an outsourcing service provider with more than 28,000+ professionals across the globe serving 800+ clients from 50 global delivery locations in the Americas, Europe, India, Asia, Colombia and S... (read more)EXL is an outsourcing service provider with more than 28,000+ professionals across the globe serving 800+ clients from 50 global delivery locations in the Americas, Europe, India, Asia, Colombia and South Africa and offer support in more than 25+ languages.
"1. Make the bill. Only implement a new technologie if it brings you an added value 2. Choose a reliable integrator 3. Get first the buy-in of your teams before starting with the implementation."
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (read more)As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry experience, Sitel’s 58,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages.
Mike Boyle Principal Consultant Optium United Kingdom
"1) Seek advice from an independent source who is knowledgeable in such selection 2) Determine your requirements. In particular, what is most and least important to you. Think in terms of business objectives (reduction of agent attrition, enhanced customer experience) and not solution components. A good idea is to embark on a Request for Information (to inform you of the ‘art of the possible’) and Request for Proposal (to get detailed costs) process. 3) Most vendors will be able to ‘do a job’. It is often useful to decide who you feel comfortable will be most easy to do business with."
"To optimize your business you will need to work with best practise solution. In order to learn about best practise measure your company with solutions from other Call Center providers. The exchange of experiences about optimisation solutions with the local market is necessary for having better understanding on the expected return on invest. Last but not least first try then buy!"
CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations... (read more)CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations in 11 countries have demonstrated competence in Incoming Calls, Outgoing Campaigns, Written Customer Communication via E-Mail, Chat and Social Media, Digitalization, IVR Solution, as well as Backoffice activities. 54 international awards, certifications to EN 15838, as well as the ranking in the Global Outsourcing 100, confirm the high quality standards in CCC.
"1. Bells & Whistles are nice but you don't need everything all at once. Once you've narrowed it down to a small number of vendors ask for references from clients your size to see how they're using the tools and functions you're considering. 2. Ask for references from clients of all sizes that have had both good and bad experiences during implementation. If they can't provide a bad one, look elsewhere, no one is that good. The point of the exercise is to find out how the vendor reacts when things don't go as planned. Plus you cna learn from their mistakes. 3. Save money and time, get bundles. In some form or fashion, all vendors are offering multiple products (WF Management, Quality, Speech analytics, etc.)."
Fiserv is a provider of technology solutions to the financial world, including banks, credit unions, securities processing organizations, insurance companies.
"1. Ask them how they have determined end user/customer satisfaction scores in previous installations. 2. Find a company that has recently employed their solution - then try it yourself as a potential customer. 3. Ask your staff if they think it would help them give a better service."
Alan Linter IT, Projects and Planning Director Capita United Kingdom
"Don't overestimate the benefits! Beware of upgrade costs! Make sure you cant get the benefits without the technology!"
Outsourcing - delivering measurable benefits to our clients
What we bring our customers:
Inspired productive people
Streamlined administration processes
Effective ICT
Innovation
Improved c... (read more)Outsourcing - delivering measurable benefits to our clients
What we bring our customers:
Inspired productive people
Streamlined administration processes
Effective ICT
Innovation
Improved customer services
Supported by our extensive capabilities
Comprehensive range of expertise and resources
Extensive business centre network
Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
"1. undertand the needs of the customers, is the current solution addressing that? 2. does it fit the needs of the company overall? 3. does it have the capacity to evolve in such a way that it will be able to address future requirements?"
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)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 and public sectors. We leverage years of process, domain and technology expertise to deliver superior business value to clients with our seamless Customer Lifecycle, Marketing, Finance and Accounting, Procurement and IT solutions and services.20,300 Minacs experts across 3 continents and 36 centers spanning Canada, Germany, Hungary, India, Jamaica, Philippines, the UK and USA power our solutions through a global delivery model that helps our clients enhance revenues, profitability and customer service
About ContactCenterWorld: ContactCenterWorld 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.
Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
CLink for CRM and Call Center Integration CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all 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®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
CRM integration CRM We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
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ContactCenterWorld 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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