HR Tech for the Modern Contact Center

HR Tech for the Modern Contact Center

The contact center has been at the forefront of many changes over the past decade. Indeed, for many firms, the contact center has evolved into the nerve center of their customer experience programs. Interestingly, as the contact center has gained strategic importance across many businesses, Aberdeen Group research shows that agent staffing levels have declined. Between 2012 and 2015, Aberdeen Group surveyed several hundred organizations regarding numerous aspects of their contact center operations, including staffing levels. Decreasing the number of agents means that contact centers must do more with less. However, the trend shows that, despite having fewer agents overall, companies actually reported improvements in customer retention rates between 2012 and 2015. In other words, modern contact centers have learned to deliver superior customer experience outcomes with fewer resources. Why Does the Modern Contact Center Need Fewer Agents? No contact center agent can handle two separate phone conversations simultaneously. However, digital conversations – such as live chat, social media and text messaging – are another story. In these cases, an agent can handle up to two or three live chat sessions concurrently. Alternately, an agent might manage a single customer conversation through text message, email, and social media concurrently. The wide adoption of digital channels enables the modern contact center to do more with less. Specifically, it allows organizations to reduce staffing needs while maintaining the same levels of customer service. To learn more about how to empower your contact center agents, and save resources, read the full report....
Gamification in the Contact Center

Gamification in the Contact Center

Aberdeen Group research shows that businesses incorporating elements of gamification  within their contact center activities achieve annual growth in revenue, along with maximized operational efficiency. For the purposes of our recent research, Aberdeen defines gamification as a formal program where a contact center uses activities and technology tools, non-cash incentives, and rewards to drive desired behaviors and performance. Incorporating such elements helps contact centers drive desired agent performance, such as minimizing average handle times, while also increasing customer satisfaction rates. However, data shows that using a gamification program also helps contact centers improve employee engagement, and hence agent retention rates. Indeed, findings reveal that 58% of businesses with elements of gamification embedded within their contact center activities improve agent retention rates year-over-year. This compares to a mere 16% by All Others. Our analysis thus far provides a clear validation that when built and managed effectively, gamification helps contact centers maximize operational results. It’s important, however, to remember that using a gamification program to solely manage operational performance improvements is a recipe for failure.  For example, an agent awarded based on reduced handle times can do so by minimizing the interaction time with a customer. This in turn means that the client issue might not be resolved by the end of the conversation, and a buyer that is frustrated with the business. To learn more, read the full report: Gamification in the Contact Center: A Cost-Effective Approach for Better...
Consolidations in the Contact Center Space Continue: NICE Systems Acquires inContact

Consolidations in the Contact Center Space Continue: NICE Systems Acquires inContact

On May 18, 2016 NICE Systems announced that it has entered into a definitive agreement to acquire inContact. This marks yet another turn in the long road the contact center industry has been taking towards consolidation – often by acquiring companies with specific capabilities with the end goal of building fully integrated contact center systems designed to deliver seamless customer experiences. Among the other turns / acquisitions on that road are: 8X8’s acquisition of DXI Aspect’s acquisition of Voxeo and Linguasys Genesys’ acquisition of UTOPY and Soundbite Communications inContact’s acquisition of Uptivity and Attensity Mitel’s acquisition of Polycom NICE System’s acquisition of Nexidia Verint’s acquisition of Contact Solutions and Telligent This most recent acquisition by NICE Systems follows on inContact enhancing its own workforce optimization and analytics capabilities by acquiring Uptivity and Attensity. Combined with inContact’s contact center in the cloud capabilities, this move will have several results for NICE Systems: Expanding the client base. This acquisition will bring inContact clients to join NICE client portfolio and provide the company with the opportunity to present these businesses with an overview of its broader set of offerings, including voice of the customer and customer engagement analytics. Enhancing product capabilities. Yet another impact will be weaving inContact’s product capabilities within the broader NICE product portfolio. This means that we can expect the company to offer more cloud-based capabilities over the next few months. Gain market share in small to mid-size contact center market. While inContact has been targeting the enterprise contact center market as part of its growth plans, it has traditionally been stronger in small and mid-size segments. NICE Systems,...
Observations from ACE 2016: Setting the Stage for the ‘Consumer-to-Business’ Model

Observations from ACE 2016: Setting the Stage for the ‘Consumer-to-Business’ Model

Last week I spent several days in Las Vegas attending the Aspect Customer Event (ACE). The event featured Aspect clients, partners, and company executives as well as industry analyst peers. Among the top questions many attendees had in their mind at the onset of the event was the recent announcement made by the company about its plans for financial restructuring. We had the opportunity to speak with several Aspect executives, including the President, Chris Koziol, CFO, Bob Krauker, and CMO, James Freeze. The message delivered by all these executives was consistent and in line with what we learned at the time of the announcement — the move to restructure financials was primarily made to reduce the debt burden. With the question of why Aspect restructured its financials answered, we then asked several questions about the company roadmap. This is when Joe Gagnon, General Manager Cloud & Chief Consumer Strategy Officer, shared the company vision in three main pillars: Enabling organizations to move beyond addressing customer requests to enabling clients to resolve their own needs. Empowering the agents to drive better customer experiences.  Supporting companies in making the transition from operating in a ‘business-to-buyer / consumer’ mindset to ‘buyer / consumer to business’ mindset. The three roadmaps noted above are in line with the general shifts we’ve been reporting to our readers over the past several years. On this topic, to catch-up on reading related to the first point, please see our recent Voice of the Customer report. For information on the second pillar, please see our Agent Experience study. And for information on the third pillar, please see our...
Contact Center in the Cloud: 4 Reasons Companies Invest in Cloud Technology

Contact Center in the Cloud: 4 Reasons Companies Invest in Cloud Technology

Findings from Aberdeen’s December 2015 Happy Customers, Stronger Financials: Why Investing in a Cloud Contact Center Makes Sense study shows that four out of ten contact centers today use a cloud-based delivery model for their customer care applications (e.g. workforce optimization, routing, and interaction management). However, of the contact centers currently using an on-premise approach to application hosting and management, 29% have indicated that they are currently assessing the benefits of moving to cloud-based infrastructure in 2016. The overall adoption rate of cloud-based contact centers would increase to 57% if all these companies were to implement their plans. But, why would they even consider doing so? To answer that, let’s take a look at the top four reasons driving cloud technology investments of contact centers: Our study on the benefits of cloud-based contact centers goes into greater detail regarding if and how cloud technology can actually bring about the desired cost-reductions and improvements in operational efficiency cited above. If your organization is considering moving your contact center infrastructure to the cloud, I invite you to read it! Image Source (Creative Commons):...
Page 1 of 3123
Contact Us

Here is the pardot form

×