Richard Snow's Analyst Perspectives

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:44 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

Read More

Topics: Predictive Analytics, Social Media, Customer Analytics, NICE Systems, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, VPI, CallCopy, Enkata, Envision, Genesys, in Contact, KnopahSoft, LiveOps, Business Analytics, Cloud Computing, 360-degree view of the Customer, Agent Performance Management, Business Performance Management (BPM), Call Center, coaching, Compensation Management, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Workforce Performance Management (WPM), Agent Analytics, Aspect, OnviSource, Training, Verint, Workforce Force Optimization

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:16 AM

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.

Read More

Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Attensity, Aurix, CallCopy, Enghouse interactive, Enkata, Genesys, mplsystems, NewVoicemedia, Nexidia, ShoreTel, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), Altitude Software, and Verint, cTalk Ltd, Noble Systems, sword-ciboodle

CallCopy Continues To Refine Agent Performance Management

Posted by Richard Snow on Jul 29, 2011 11:20:35 AM

About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software. Ventana Research has updated its definition of APM to mean the people, processes, information and systems involved in effectively managing the entire workforce that handles customer interactions, and this includes interaction recording, quality monitoring, workforce management, training, coaching, incentive management , agent-related analytics and performance management. Our revised definition recognizes that companies now have to manage more channels of communication and that more people, including home workers, are engaged in handling interactions. 

Read More

Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, CallCopy, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management