Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Andres Barrios
Cloud Campus Regional Director
2
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
MEMBER
David Chacon
Global Growth & New Operating Models Director
50
MEMBER
Jason Taylor
Officer of County 311 Services
0

Case Studies : CE Electric

"Business Systems ultimately provide the whole package; a best IT product, strong customer references whilst being responsive and easy to work with." George Stones, Telecoms Customer Services Manager, CE Electric.

CE Electric UK delivers electricity to over 3.8 million properties across the North East of England, Yorkshire and Northern Lincolnshire. Regulated by Ofgem, CE Electric promises customers that it will put safety first, respect them, their time and their property, all whilst doing the best job they can.

Reinforcing their commitment to service and ensuring regulatory requirements are met, they have invested in a call recording and quality monitoring system from Business Systems which has been rolled out across their Call Centres, Customer Services Centre and Control Centres located in Penshaw, Leeds and Middlesbrough.

CE Electric Control Centres provide mission critical services via their engineers who have the precarious task of energising and de-energising anything up to 132,000 Volts in the electricity distribution system. Field engineers rely on the Control Centre when dealing with faults and conducting ongoing maintenance by agreeing via telephone whether the work required is safe to perform and follows correct protocol. It is imperative these calls are recorded in the event of any safety issues arising so that the Health & Safety Executive can replay recordings to pinpoint where any fault may reside.

In comparison the Call Centre’s primary purpose is responding to the public when they lose electricity and providing progress reports on problem resolution. The ability to maintain service levels here is key, particularly if the situation is exacerbated by a major incident on the network. For example if 30,000 properties lose electricity supply, CE Electric could escalate from receiving around 300 calls per day to receiving around 10,000 calls within the space of 15 minutes. It is here that a robust recording and telephony solution is instrumental in being able to maintain service levels.

It was obvious to Business Systems that CE Electric required a reliable and flexible call recording solution which would enable them to meet their varying objectives across the different departments. This meant providing a system which would assist with dispute resolution, achieve compliance in the eyes of the industry regulator and identify areas for improvement in service delivery to maintain best practice standards.

Following an intensive tender process and the evaluation of numerous systems Verint Audiolog was selected. It was considered a best of breed solution which could be relied upon to provide a single view across the business with the ability to monitor all sites from one point. A CTI link ensured recordings could be searched and retrieved based on agent or operator name and an intuitive front end web system makes search and retrieval easier, saving time and giving operators the ability to drill down into individual calls.

From a quality evaluation perspective, the product is also delivering. Agents are regularly reviewed and critiqued in areas such as ‘willingness to help’ and ‘politeness’ to measure the effectiveness of customer handling.

Since the implementation of the system following each agent evaluation, the call centre team has typically seen an increase of between 15 - 20% on agent scores.

According to Kevin Parkin, Call Centre Training Manager at CE Electric ‘This is the best system I have used; it’s simple to use and menu driven with intuitive drop down boxes. It has really enhanced the training process enabling agents to view the evaluation form in bite-sized chunks so when they are being critiqued they can see that by making very small refinements in certain areas they not only improve customer experience, they increase departmental performance whilst achieving higher scores.’

Ofgem regularly carries out a quality assessment on a sample of CE Electric customers which they are subsequently graded on. Since recording and evaluating the content of calls, CE Electric have made enhancements to the way information is relayed to the public resulting in a marked improvement in overall performance. A key component of this has been that the system is used in a way which facilitates constructive and transparent feedback and coaching.

George Stones, Telecoms Customer Service Manager, CE Electric concludes ‘Business Systems ultimately provide the whole package; a best IT product, strong customer references whilst being responsive and easy to work with.’


Today's Tip of the Day - Keep Cost In Perspective

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

Published: Wednesday, March 31, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =