Most Call Centers' Top Operations Goals Can Be Achieved with Analytics Use - CUSTOMER

CUSTOMER : 8/12/2013 eNewsletter   ITEXPO Las Vegas begins in: 13 Days. REGISTER NOW!    Latest Featured Articles » Most Call Centers' Top Operations Goals Can Be Achieved with Analytics Use In an era of big data - many call centers today are drowning in information -- hyper-competitive businesses and demanding customers contacting the call center through a variety of media (but expecting the same quality of service regardless), this is no longer enough. » Don't Skimp on VoIP Customer Care While it is true that VoIP can deliver improved call quality, added features and better mobility at less cost than traditional phone service, problems do sometimes occur with VoIP solutions. Like any technology, reliability is not 100 percent. Sponsored By: ITEXPO - August 27-29, 2013 - Mandalay Bay - Las Vegas, NV ITEXPO (August 26-29, 2013) offers a convergence of education, innovation, and networking. It's the only gathering where the entire community of communications and technology buyers, sellers, resellers, and manufacturers meet to forge relationships and close deals. Steve Wozniak Is Keynoting! Register Today For Your $99 Platinum Pass! » What the Acquisition of Causata Means for NICE and Customer Interactions On average, today's consumers use six different channels for interaction with their service providers. It's likely that while these consumers are on the phone with a contact center, they are simultaneously on their website as well. The importance of delivering multichannel service to today's customers cannot be understated. As more platforms, devices and methods to communicate with organizations continue to make their way into everyday life, organizations need to realize how to meet these demands and make the most of the multichannel customer. » The Benefits of Motivating Call Center Agents Can't Be Overstated Many call center experts say agent morale is one of the most critical elements of a high quality customer support experience. Nikki Gresham, Supervisor of Workforce Planning for Assurant Solutions, recently shared with call center solutions provider Intradiem (formerly Knowlagent) how she pushed agent morale to the highest levels the company had ever seen by providing flexible scheduling options for the best agents, but doing it in a novel way that goes beyond simple schedule swapping and bidding. Top Stories » Congressmen Seek To Shutter Call Center Outsourcing With New Bill » Updated Systems Required for Increased Customer Demand in Asia-Pacific Contact Center Applications Market » InfoCision to Join Panel to Discuss Solving the Customer Experience Equation at ITEXPO Las Vegas » Survey: Big Four Network Management Software Providers Do Not Satisfy Most Customers Featured Channels » Call Center On Demand » Co Browsing Technology » Predictive Dialer Featured Resources » Delivering Social Customer Service – More than Just Having a Presence on Facebook, Twitter, and LinkedIn » Getting Smart on Analytics in the Contact Center: Measurement is the First Step in the Process » The Astonishing Cost of a Poor Online Experience And What You Can Do About It » 15 Reasons Why Bitcoins are Better than Gold Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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