Real-Time Adherence Software:

Content Related to Real-Time Adherence Software



• 	Time-onomics and The 24-Hour Customer Adrian Ott, a top Silicon Valley strategist who provides a market edge in today's exponential economy, takes some time to discuss her new book, The 24-Hour Customer and how and where customers are spending their time. In our fast paced world fueled by modern technology, consumers are
  Contributor:   Gina Scanlon Tags: The 24-Hour Customer | Adrian Ott | Silicon Valley 08/24/2010  12:00:00 AM EDT

• Chat Happens: Tackling Real-Time Text in the Call Center With text-based communication fast becoming the norm in society today, anthropologists estimate that by next year humans will have no vocal cords to speak of. Spoken conversation will soon become as rare and as odd an occurrence as a good Samuel L. Jackson movie or the closing of a Starbucks.   Thus, offering a web chat option in your call center is no longer merely recommended but totally....Read more

  Contributor:  Gregory Levin Tags: real-time text | chat management solution | chat metrics 03/29/2011  12:00:00 AM EDT

• Defining Trust in Customer Strategy—Call Centers and Beyond Vampire Bats and Customer StrategyA few years ago, I had the opportunity to attend a practitioner-only focus group led by one-to-one marketing and customer strategy guru Don Peppers. We talked about the latest trends in customer strategies, and during the discussion, Don asked an intriguing question: “Does anyone know how vampire bats and human beings are similar?” You can imagine the bewildered....Read more

  Contributor:  Art Hall Tags: value to the customer | call time | customer trust 07/29/2009  5:12:00 PM EDT

• 	Making VOC Actionable With Shannon O'Connor of Verint Technology Shannon O'Connor is passionate about the customer service industry. As Regional Vice President for Verint, O’Connor has seen contact centers of all shapes and sizes but knows the common business challenge—excellent customer service across customer channels. In this podcast interview
  Contributor:   Blake Landau Tags: contact center | call center | technology 05/26/2010  12:00:00 AM EDT

• Improving Customer Experience and Call Center Time Management with Call Path Control Countless call center dollars can be saved every year if call center representatives learn to control the path of the conversation with the customer. In your training sessions, you can teach the call center representatives special call control and discovery techniques. These skills will enable the call center representatives to avoid dead air after a presentation or having to listen to long winded custom....Read more

  Contributor:  Judy McKee Tags: call center | call center representative | training 12/10/2009  12:00:00 AM EST

• Three Ways to Bring the Call Waiting Times Under Control One of the more obvious changes that has occurred in the call center in the last 10 to 20 years is that the call center has taken on an operational role that is far different than before. In the past the call center for high technology companies was primarily used as a backup to technical support operation for service technicians in the field and on customer sites. As products have become more and m....Read more

  Contributor:  William Bleuel, PhD Tags: call center | queuing theory | hold time 12/21/2009  12:00:00 AM EST

• Unpacking Call Center Average Handle Time Average Handle Time, the total time a call center takes, divided by the total number of calls it receives or makes, is never a good thing on its own. Speaking as a manager from an analyst background, if you have access to data including average handle time, then it is a duty to report on the more discrete features of your activities. For example, a call center may indeed take a thousand calls, but how ma....Read more

  Contributor:  Charles Baker Tags: call center | call center representative | average handle time 02/19/2010  12:00:00 AM EST

• Average Handle Time: The Good, the Bad and the Ugly Average handle time is the total amount of time spent by a call center representative in dealing with a caller’s issue, including information gathering and documentation, issue resolution/escalation and the completion of the incident processing activities even if it extends beyond the end of the call.  Call centers and service desks all over the world swear by Average Handle Time, and for....Read more

  Contributor:  Alex Lowenthal Tags: call center | average handle time | metric 02/12/2010  12:00:00 AM EST

• A Non-Mathematical Approach To Basic Forecasting The non linearity of queuing is known, from this knowledge the first leap of faith is to believe that improvement in queuing performance at the call center can have a positive impact on customer satisfaction.  While this does not seem like a very big leap, there is little experimental evidence to prove that it is true. There is a great deal of statistical evidence that will show that improvements in....Read more

  Contributor:  William Bleuel, PhD Tags: queuing | call center | forecasting 04/26/2010  12:00:00 AM EDT

• Butts in Seats: Ways to Up Agent Adherence Agent adherence to schedule – also known simply as “adherence” or, in less evolved call centers, “get your butt in your seat NOW” – is a metric that measures how often your agents are logged in to take calls (when they are scheduled to be) as opposed to in the break room crying for their mother.  Adherence is not only an important productivity metric, it is on....Read more

  Contributor:  Gregory Levin Tags: agent adherence | call center | Greg Levin 10/19/2010  12:00:00 AM EDT

• Take the “ail” Out of “Email” in Your Contact Center Many contact centers make the erroneous assumption that email is something that can wait… and wait… and wait to be answered by an agent. Certainly the days of one-week response times or of completely ignoring customers' email inquiries are over – at least in companies that still turn a profit. However, it is not uncommon for a contact center to average two days or more before a li....Read more

  Contributor:  Gregory Levin Tags: e-mail management tools | contact center | response time goals 11/05/2010  12:00:00 AM EDT

• Active vs. Passive Listening in the Contact Center How do you listen to your customers? Let's ask the same question a different way: how do you listen to your customers over their preferred channel - phone, email, RSS, blogs, Twitter, Facebook, Foursquare, Yelp? The whizzing sound you hear right now is your head spinning. But really, it simply begins with how you listen to your customers. Much has been written about how agents communicate w....Read more

  Contributor:  Brian Jameson Tags: social customer | Facebook | Twitter 11/03/2010  12:00:00 AM EDT

• Perfecting CSR Utilization Practices CSR utilization is a vast and complex subject. There are various problems whose impacts manifest themselves in that big bucket labelled utilization.  Simply put, utilization is an indicator of how much of a CSR’s time is spent “productively”, that is on the phone dealing with customer concerns. Utilization is frequently measured as a percentage of payroll hours. For instan....Read more

  Contributor:  Ed Burns Tags: CSR | utilization | FCR 11/26/2010  12:00:00 AM EST

• Pat This: TSA vs. the Airline Customer Recent developments concerning the Transportation Security Administration's new full-body scanners and ‘pat downs’ in certain airports around the nation have percolated curiosities concerning a fundamental issue that has the tendency to divide people. Is flying a privilege? If so, should we grin and bear new governmental regulations as they come? And are these new developments mo....Read more

  Contributor:  Gina Scanlon Tags: TSA | CBS News | CNN 12/08/2010  12:00:00 AM EST

• 2011's Emerging Call Center Trends The call center industry has experienced a raft of changes in recent years as it looks to deal with rising customer expectations, dwindling resources and the integration of new technology. According to Sabio, 2010 was characterized by managing and optimising workforces, breaking down the barriers between the front and back office and adapting to offer a multichannel solution, particularly via the Int....Read more

  Contributor:  Customer Management IQ Tags: industry trends | mobile technology | data integration 01/31/2011  12:00:00 AM EST

• The Wisconsin Problem: What Customer Service Managers Can Learn from the Union Controversy I may be missing something, but isn't the government supposed to work for the people, just as the Contact Center is supposed serve the customer to the best of its ability? The parallel got me thinking about the recent case of Wisconsin Governor Scott Walker vs. the People of Wisconsin in regard to the fight for unions to keep collective bargaining on the table. If Wisconsin Governor Scott Wa....Read more

  Contributor:  Gina Scanlon Tags: Wisconsin | unions | Scott Walker 03/25/2011  12:00:00 AM EDT

• Working on Average Handle Time and First Call Resolution? Stop It . . . Now! I know . . . here we go again, but the insanity has to stop at some point. Changing thinking sometimes becomes a redundant activity that if whacked on the head enough something might stick. When it comes to FCR (First Call Resolution) and AHT (Average Handle Time) nothing could be more true.   [eventpdf] As I read comments, visit contact centers, and join discussions on Linked-In the same ....Read more

  Contributor:  Tripp Babbitt Tags: systems thinking | average handle time | aht 01/03/2011  12:00:00 AM EST

• What Are Your Contact Center Metrics Really Telling You? One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, this easy access often results in a short-sighted assessment of what the numbers really mean. Five Key Metrics to Assess Contact Center Agents Following is an examination of what might be lurking behind....Read more

  Contributor:  Vasuda Deming Tags: metrics | call center | contact center 06/22/2010  12:00:00 AM EDT

• 6 Pieces of Research Every Customer Service Pro Should Know Looking to make your point in a presentation about customer service? Trying to sell the case to the boss about why he or she should really care about the customer experience? Considering a foray into social customer service? How about some facts and figures about Social CRM? Stats make a good argument, and help give you instant credibility. On top of that, they are interesting and fun to read. Here are a....Read more

  Contributor:  Brian Jameson Tags: customer service | research | surveys 10/14/2010  12:00:00 AM EDT

• 3 Principles to Developing Yourself as a Leader Drucker was once a serious musician and he studied music composition under a famous Austrian composer, Anton Webern. Drucker knew that he was progressing pretty well, but as a result he got carried away with his success and wanted to compose what are known as “variations” at the same level as his instructor. His teacher chided him. “Peter, it took a genius like Joseph Haydn thirty years....Read more

  Contributor:  William Cohen, Ph.D. Tags: Boy Scouts of America | Handbook for Patrol Leaders | Peter Drucker 09/20/2010  12:00:00 AM EDT

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