Posts Tagged ‘Contact’

Nortel BCM Intelligent Contact Center

Overview of the BCM Intelligent Contact Center solution and live demonstration of some of the major features and how they work.

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Talk2Rep Call Centers and Contact Management Services Have Won the 2004 Rising Star Award

Talk2Rep Call Centers and Contact Management Services Have Won the 2004 Rising Star Award

(PRWEB) September 15, 2004

Tamarac, FL Talk2Rep call centers and contact management services have won the 2004 Rising Star awarded from Customer Interaction Solutions Magazine as one of the “Fastest growing call center companies”. Talk2Rep realized a 54% growth servicing clients in healthcare, publishing, technology, retail and financial markets.

“Many corporations and some government agencies continue to seek a high quality, hi-tech resource without the expense burden of maintaining and managing their own call center infrastructure,” said Jim Ryan, CEO of Talk2Rep call centers. We have also realized an increase in language services specifically in Hispanic telemarketing and customer services, given our South Florida footprint, many organizations look for a firm that has a track record penetrating this market.

In addition to typical requests for call center services, we have realized in increase of 34% from 2003 from Clients interested in conducting surveys, database cleansing and updating. This is an clear indication that survey modeling and customer profiling are becoming a crucial step to subsequent marketing even for such channels as direct mail.

“We are proud to receive this award from our industry trade magazine, this growth represents a mutual commitment to and from our valued clients and certainly dedication and hard work from our Talk2Rep call center employees,” Ryan said. New businesses that have recently signed on to Talk2Rep Call Centers include Sears, Blue Cross Blue Shield and several other accounts.

Talk2Rep corporate headquarters is based in Tamarac, Florida and has been providing call center and telemarketing services since 2001.

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Contact Center Compliance Launches New Canadian Do Not Call list Compliance Solution

Santa Rosa, CA (PRWEB) November 18, 2008

On September 30, 2008 Canadian consumers became eligible to register their telephone numbers on the National DNCL for free to reduce the number of telemarketing calls and faxes they receive. New responsibilities for non-exempt Canadian telemarketers, including organizations that hire a third party to make calls for them will have to register with the National DNCL. If a consumer asks not be contacted, his or her name and number must be added to the telemarketer’s own internal do not call list within 31 days.

All telemarketers, whether exempt or non-exempt, have to maintain their own internal do not call lists and in Canada, you must also track a name along with the phone number. Canadian telemarketers must also purchase a subscription for the area codes they intend to call. Before making any calls, they will need to be sure they are using a version of the National DNCL that is not older than 31 days, and that they do not call the home phone, cellular and fax numbers that are on the list. In addition, all telemarketers whether exempt or non-exempt, must comply with the CRTC Telemarketing Rules and Automatic Dialing and Announcing Device Rules.

The CRTC will investigate complaints and can penalize telemarketers found to be in violation of the Unsolicited Telecommunications Rules, which include the Telemarketing Rules, National DNCL Rules, Automatic Dialing and Announcing Device Rules and may levy penalties of up to $ 1,500 for an individual and up to $ 15,000 for a corporation, for each violation.

“Our Canadian Do Not Call solution provides the list management protection that telemarketers calling into Canada will need,” said Kovatch. “Our Canadian DNCScrub™ solution maximizes the amount of telephone numbers retained in the calling list and effectively manages exemptions such as existing business relationship rules, internal do not call rules and easily accommodates other specific rules that may be advantageous to our users. By streamlining the DNC process with an easy to use web portal management system, DNCScrub™ saves time, money and significantly reduces the Do Not Call liability for our telemarketer customers.”

As the leader for over 6 years in full-service compliance solutions, Contact Center Compliance offers solutions that seamlessly manage the entire compliance process that includes the entire customer relationship. Contact Center Compliance reduces the complexity of US and Canadian telemarketing laws concerning Do Not Call, wireless, and exemptions-including Existing Business Relationships with an award winning enterprise level technology solution. Contact Center Compliance customers include contact centers and marketers from around the world with over one billion scrubs per month. Contact Center Compliance has a perfect track record in compliance.

For more information, please contact Mike Kovatch, CEO of Contact Center Compliance at mike(at)dnc.com or call 866-DNC-LIST

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Hosted Contact Center Solutions by Genesys

This video highlights the benefits of hosting with Genesys including a look at the network of experienced Genesys Hosted Solution Partners which includes several top names in the industry. These partners provide the power of the reliable Genesys engine in a secure and scalable hosted environment. A hosted solution allows businesses to enjoy usage basesd pricing (per port, per agent or per minute). If you’re considering hosting, take a look at this video and see how Genesys and the Genesys network of Hosted Solution partners can help your business.

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Automation in the Contact Center (part 2)

“Self-service automation brings with it 3 benefits to the contact center: #1 cost savings by removing repetitive areas of operation; #2 revenue generation using new applications customized to your business and #3 improve customer service.” Chong Win Lee, General Manager, Contact Center & Self Service Solutions for Nortel Networks
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SalesForce integration with LIVECHAT Contact Center

SalesForce CRM application can now be implemented in LIVECHAT Contact Center – live chat application for customer service and online sales.
Video Rating: 3 / 5

Describes how it works, the different components as well as some common uses. Plus and overview of the positive aspects and drawbacks of voice analytics within a contact center
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Presence Voice Outbound- Contact Center Solution

Presence Voice Outbound provides a flexible outbound dialling platform that emphasizes operational efficiency and empowering business users to adapt to changing requirements. The Presence outbound solution is a part of our multi-channel inbound and outbound contact center solution. CRM Optimizer Outbound provides a contact center with the ability to effectively contact their customers and prospects while maximizing the utilization of the contact center resources in the most cost-effective way. Presence achieves this through leveraging our customers existing infrastructure to gather data for outbound calling and ensuring only live contacts are delivered to the agents. Presence Voice only delivers live contacts to agents by utilizing technology that allows for busy tones, no answers, pagers, answering machines and faxes to be detected and dealt with based on re-dialling rules. Key Features: Predictive, progressive, preview and power dialing modes. Ability to optimize Predictive dialling based on time factor, application stage as well as algorithmic. Flexible list management with the ability to add, remove and amend leads while a campaign is active. Scheduled callback capability, either to a single agent or group of agents. Call Blending of inbound and outbound calls to the same agent group. Compliance with US and European regulations for outbound calling. Complete administration of the solution by the business user, allowing real-time adaptation to changing trends and …

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Achieving High Performance – Building Strong Links Between the Contact Center and Enterprise

Achieving High Performance – Building Strong Links Between the Contact Center and Enterprise

The contact center is a major contributor to enterprise high performance. High performance is about measuring the right parameters and managing them in order to excel. To do so, contact center management must be able to gain a unified view of their operation. But they must also be able to roll-up and drill-down from the enterprise, to the operational, to the agent level, to uncover key market and business drivers. Advances in critical contact center solutions such as interaction analytics, and workforce and performance management are sparking a paradigm shift that makes high performance achievable by changing the way the contact center is viewed and managed.

Break Free From the Transactional Mindset

To become a high-performance organization, the contact center must break free from a common problem with the enterprise structure. Too often, the contact center is disconnected from strategic planning and high-level management. Given only tactical objectives with no strategic context, this can force contact center managers to take a narrow, activity-based view of performance.

This transactional mindset produces results that often look good on paper in the short term, but lead to both customer and agent dissatisfaction in the long term. Moreover, centers that get caught up in this trap often find the strategic potential of the contact center woefully underutilized. High performance means the will to look at the contact center, not just as a place where transactions are carried out quickly and efficiently, but as an interface where customer value can be created and saved.

Create Positive Customer Outcomes

As a result of legacy mindsets regarding the contact centers role within the enterprise and its oftentimes tactical focus, many contact centers today are not built with a high-performance mindset. There is no single adjustment that will result in an optimally balanced operation. Instead, the organization”s short- and long-term operational goals must be coordinated to deliver ongoing improvement while balancing the very human side of service delivery.

Building a high-performance contact center requires more than a commitment to technology. It is a way of thinking about using people, processes and technology to their fullest extent, in a way that generates results at every level the individual agent, the contact center and the enterprise as a whole. In short, a conventional contact center is built to process calls and letters a high-performance contact center is built to create positive customer outcomes.

Develop a High-Performance Culture

Is your contact center built for high performance? To determine if it is, consider these three questions:

1.Does your contact center work in tandem with the rest of the enterprise on key operational and performance metrics such as cost controls and service quality? Enterprises that are concerned with the customer experience should have a clear and concise set of goals and objectives for creating and promoting a positive customer experience. Those experiences should be developed in collaboration with contact center leaders to ensure that they are realistic and truly reflective of what customers say they value. And these cooperative benchmarks must be developed within the context of efficient resource allocation.

2.Are individual, front-line workers aware of clear performance goals aligned to business objectives, and do workers have timely and accurate access to their progress toward those goals?

3.Is the flow of information into and out of the center controlled and channeled so that appropriate managers and analysts can interpret the raw data and use it to create specific prescriptions for change that improve performance? This is not simply a you cant manage what you cant measure hedge. The high-performance contact center should be focused on stopping problems before they start, with simulations and forecasts, and quickly resolving issues with root-cause analysis.

Achieve High Performance at All Levels

Achieving high performance in the contact organization requires a commitment to results at three levels. Most companies today focus the vast majority of their attention on boosting the operational performance of the contact center as a whole and that commitment to operational excellence remains an important piece of the high-performance triad. However, without the right emphasis at the employee and the enterprise level, a high-performance plan cannot succeed.

1.Business Operation

At the operational level, the challenges are obvious: customer contacts come in, which must be answered in an accurate and timely manner. In the high-performance contact center, the goals are deeper and more result oriented. Using workforce management solutions, a contact center can be sure not only of answering a call, but answering it with the right agent and ensuring that an appropriate, affordable level of staffing is in place at all times, even down to 15-minute intervals. Sophisticated workforce management solutions provide skills-based forecasting, scheduling and agent management tools that make it possible to realize the full potential of the operation. With these solutions, the center can answer more calls, with greater first-call resolution and ensuing customer satisfaction, than would be possible with any ad hoc scheduling system.

High-performance contact centers must also be equipped to overcome the challenges created by fragmentation the dispersed nature of multisite contact organizations, with multiple sites that may include outsourcing or overflow partners and home-based agents, as well as the diverse nature of multiple channels of contact, from phone to fax to Web chat and e-mail. In many cases, product lines and service groups supported from one contact organization are themselves a fragmented arrangement, loosely knit together through mergers and acquisitions. Having insight into the capabilities and availability of your agent workforce is crucial to success.

2.Employee

High performance at the individual employee level is a must as well. It is not enough to simply know if an agent is present and accounted for the high-performance contact center focuses on preparing its agents to handle the right customer contacts at the right time. That includes knowing the skill set of each and every agent, and using just-in-time training and coaching, guided by performance management reporting, to ensure that agent abilities are keeping up with customer demand.

Employee high performance is not a matter of simply throwing high standards over the wall at the workforce. Agents must be given clear, transparent goals and be empowered with tools and dashboards that ensure they know their goals and their progress toward meeting and exceeding them. Setting those goals happens both between the individual agent and supervisor, as well as in the relationship between the contact center and the enterprise.

3.Enterprise

Finally, without an equal partnership from the enterprise in the high-performance plan, the efforts of the contact center and individual agents could be wasted. The contact center is, after all, a treasure trove of insight about customer wants, desires, complaints and experience. Therefore, it is incumbent on both the contact organization and the rest of the enterprise to ensure that sales, marketing, product development and fulfillment can learn, share and benefit from each others experiences.

With advances in technology, it is now feasible to take advantage of these insights in ways that were never possible before. Adaptive interactive analytics solutions can accurately and efficiently analyze 100 percent of all customer interactions using techniques such as word spotting, emotion detection, speech pattern analysis and speech-to-text translation. This allows the organization to proactively identify trends, anticipate opportunities and adjust processes to take action at the right time and meet business objectives.

Gain Insight into the Nature of a Problem

The need for strong links between agent, contact center and enterprise performance is clear when you consider the full impact and implications of the everyday business of the contact center. Consider a contact center unexpectedly experiencing a higher-than-forecast call volume. On the surface, this is strictly an operational performance problem and in a conventional contact center might be treated only as such.

A high-performance contact center, however, could use intraday management and interaction analytics tools to gain insight into the nature of the increased calls possibly highlighting a particular widespread customer incident such as a service outage or product defect. That information can be passed to the enterprise for long-term planning purposes to avoid issues in the future, as well as to agents and supervisors so they are prepared with effective and prompt responses to meet the current surge of calls. By working together, the high-performance contact center and enterprise both manage the current difficulty and work to stave off future crises.

Follow the Path to High Performance

The high-performance path requires a critical and unbiased look at the constraints faced by each of the three contributors to performance the individual agent, the contact center and the enterprise. No agent has unlimited time, no contact center unlimited availability, and no enterprise unlimited funds. But making a commitment to high performance can reveal shortcomings all parties can agree to such as how a lack of proper agent skill development and resource planning make it difficult to achieve optimum performance in the contact center and meet enterprise goals for first-call resolution. However, when critical contact center solutions work in concert, many of the obstacles to achieving high performance can be overcome.

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Achieving High Performance – Building Strong Links Between the Contact Center and Enterprise

Achieving High Performance – Building Strong Links Between the Contact Center and Enterprise The contact center is a major contributor to enterprise high performance. High performance is about measuring the right parameters and managing them in order to excel. To do so, contact center management must be able to gain a unified view of their [...]

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Building a Successful Contact Center Business

Building a Successful Contact Center Business

Call centers are something outdated. In this consumer-driven market and with the facility of high-speed Internet, the clients are no longer choosing call centers for solutions. They are looking for contact center solutions by email, texts, IM and more. Getting calls from clients and providing solutions is no longer enough to keep your clients loyal to you, and it’s time to be more vigilant in your dealings to keep up customer relationships and offer solutions to their problems for making any type of sales deal.

The wide-reaching community for providing contact center solutions is on the increase and offshore outsourcing to the Philippines and India has manifested into a significant globalization of this industry with notable cut in costs. If you are considering building a flourishing business, you would need to have the perfect location, the right people to man your center, the excellent facilities and services, the capital to invest, and the right business intelligence software to leave a fair impact among your potential clients.

What You Require Having Your Own Contact Center:

People:

If you think of providing contact centre solutions, this is the most notable issue when it comes to thinking of setting up your own offshore contact center. The key factors would be to select the correct location and discovering the pool of workforce found there. You need to also bear in mind the population in the locale with the cause being that a location in Asia would provide you with the service with less labor or general wages expenses in relation to the United States or any of the European countries. When you consider to pool of workforce there, you need to understand the level of education of the people available in that locale. India is a large country with available efficient people and also the Philippines.

Cultural Affinity:

One of the prime reasons to opt for locations in the Philippines and India is that the majority of the population in these two countries is good up-to-date with the English language, and these two countries also possess cultural affinity being under British and American rule respectively in the earlier period. As long as spoken English is concerned, while both countries are well conversant with English there are some diversities in the pronunciations with Indians swaying somewhat towards the Continental side and the Filipinos are versed in American English and culture. This is important if you are looking for providing contact centre solutions from offshore points.

Low Cost:

For a contact center business the next most significant part is lessening price considerably. Setting up contact centers in the Philippines and India would most definitely decrease staffing expense, and with the right business logic in place, you may be saving more cutting down on idle time of the agents. The nominal labor cost and low pay in these two countries have attracted so many organizations to set up business in providing contact center solutions.

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