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3/23/06 - Walk a Mile In Their Shoes
Having your executives spend time in the call center can help you run a better operation. How? Listen to this story from one reader:
"Executives made a decision to cut call center headcount. Call center stats tanked and customer satisfaction started to drop. Based on the cut impact to stats and executive hesitancy to hire back, I began working with our CEO to have all VP, Director and Manager staff shadow in the call center 1 hour per quarter. Yes, I have received approval to hire back 8 people."
Lessons learned: "The key is shadowing had a "WOW" effect hearing problems with products, supply chain seeing the need for availability information, and IT asking how they could help us more with efficiency tools. It's also a great confidence booster for agents - they see you believe in them if you're willing to have them shadowed. Shadowing stops the FUDD and gets executives on the side of helping us serve our customers."
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Exstream Software announced the general availability of its AFP Batch Compare software. AFP Batch Compare allows users to compare advanced function presentation (AFP) rendered files-not just AFP commands or input files-for more accurate comparison of large print files prior to running production processes.
Eloqua announced the integration of the Eloqua Conversion Suite with Microsoft Dynamics CRM 3.0. Through this relationship, Microsoft customers can extend and integrate the rich marketing capabilities of Microsoft Dynamics CRM 3.0 to execute, automate and measure advanced, multi-channel business-to-business marketing programs.
Metaphor Solutions launched its Plug & Play Speech IVR, a web-based solution for customers to customize and deploy packaged speech IVR (Interactive Voice Response) applications on-demand. Customers simply select a packaged solution, customize its prompts and business variables and then connect the solution to data at the customer's site through configured web services.
Point of Reference announced ReferenceStor 2.0, the latest release of the company's customer reference management system. A hosted reference management system that stores and manages all customer reference-related content, ReferenceStor allows companies to manage and track all reference content, no matter how varied and high the volume.
Ron Muns, founder and CEO of HDI, presented the state of the industry address at the 17th Annual HDI Annual Conference & Expo. Muns discussed the evolution of the industry from a strategic and global perspective, as well as trends in technology, workflow and standards.
KnowledgeBroker and TechExcel announced an integration partnership. With KBI's answers to computer support questions, TechExcel users can reduce problem resolution time and increase help desk efficiency.
Aspect Software announced that Evanston Northwestern Healthcare, an integrated system of hospitals and medical groups, has implemented 190 Aspect EnsemblePro seats in its contact center.
MicroStrategy announced that AmerisourceBergen has selected MicroStrategy to support its Enterprise Business Intelligence program, which will provide reporting and analytics for multiple areas across its enterprise.
IEX announced the performance improvements Eskom Holdings Ltd has realized through its implementation of the IEX TotalView Workforce Management system. Noteworthy performance improvements include increased service level goal attainment by more than 10 points and enhanced call flow to multiple sites.
RightNow announced it has signed its 100th higher education customer. RightNow's 100th higher education customer is Australia's Edith Cowan University, which selected RightNow CRM after an evaluation of competing solutions.
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 FEATURE WEBCAST (more) |
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"Understanding the Voice of the Customer"
Roger Lee, Director of Consulting Services, etalk
A lot has been said about listening to the voice of the customer to ensure that your business is delivering quality service. But what about understanding that voice? Roger Lee, etalk Director of Consulting Services, discusses how call recordings can contain a wealth of information that go beyond simply gathering data for quality monitoring. This presentation will deliver practical tips for customer service organizations to begin leveraging the data within customer calls for strategic business initiatives that can be felt throughout the organization.
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| CRMAdvocate Stock Index |
| CRMSI | 50.07 |  | 0.41% |
| Dow Jones | 11,317.43 |  | -0.35% |
| Nasdaq | 2,303.35 | | -0.15% |
| S&P 500 | 1,305.04 | | -0.18% |
| Top Gainers |
| RightNow | 14.93 | | 1.69 |
| Astea | 16.4 | | 1.14 |
| eLoyalty | 13.42 | | 0.68 |
| Top Losers |
| ICT Group | 26.7 | | -3.10 |
| NICE | 52.52 | | -1.17 |
| Amdocs | 34.64 | | -0.66 |
| Complete Stock Index |
| As of close 03/22/06 | |
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 Case Studies (more)
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Witness Helps 4 Wheel Parts - By deploying eQuality ContactStore for IP within its Cisco converged voice and data environment, 4 Wheel Parts has been able to achieve the following results * Increased agent monitoring efficiency by 30 percent * Increased sales and order volume by eight percent * Enhanced training and development program.(Witness Systems)
|  | | AXA Australia With Verint - Learn how Axa Australia used Verint's ULTRA suite of Contact Center Actionable Intelligence Solutions to improve process efficiencies, boost supervisor productivity, enhance compliance with regulatory requirements, and significantly increase agent quality scores.(Verint Systems)
| | | DoubleClick Increases Customer Satisfaction with Service Strategies - DoubleClick needed a way to quantify their stance as the industry leader with hard facts. DoubleClick's key vision is to differentiate from their competition through world class service. By adapting their organization to industry best practices they insure that they can leverage their unparalleled global support infrastructure to deliver customer driven, one-on-one service.(Service Strategies Corporation)
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"OUR TAKE"