Cisco is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact center space as a provider of network and call management systems that sit between public networks and contact center agents to manage the delivery of interactions to the right extensions and provide agents with softphones so they can manage inbound and outbound calls. These systems were designed to operate in a multi-supplier environment so companies could build contact centers that made use of existing ACD and PBX systems. Cisco’s go-to-market strategy has been primarily indirect, and it has therefore built up a vast ecosystems of partners that sell, deliver and support its systems.
Topics: Social Media, Customer Experience, Operational Performance Management (OPM), Logitech, Mobile Apps, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM), Unified Communications, Upstream Works, Social, Workforce Force Optimization
My recent benchmark into the unified customer service agent desktop shows how critical the agent desktop is to improving agent satisfaction, meeting key customer-related metrics and enhancing the customer experience. The typical agent desktop contains multiple systems that allow agents access to multiple communication channels, business applications, messages and performance dashboards. The result is that the desktop is cluttered with systems, frustrating agents, driving up average interaction handling times, and impacting the customer experience as agents search for the information to resolve interactions. The research shows a direct correlation between implementing a unified or smart agent desktop and agent satisfaction, with the direct result that more satisfied agents are twice as likely to meet key metrics such as customer satisfaction, net promoter and customer effort.
Topics: Customer Experience, Operational Performance Management (OPM), Voice of the Customer, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Cisco, Contact Center, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM), Upstream Works, Workforce Force Optimization
Since it was founded in 1999, salesforce.com has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it has also become a powerful marketing machine – which sometimes gets in the way of understanding just what its products do and don’t do, and where they all fit. This obfuscation also extends to its extensive range of partners, where again it is sometimes hard to know who it deals with and how.
Topics: Salesforce.com, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Analytics, Business Collaboration, Cloud Computing, Customer Service, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Interactive Intelligence, Text Analytics, Vocalcom
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.
Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Call Copy, Enghouse interactive, Enkata, Genesys, NewVoicemedia, Nexidia, ShoreTel, Analytics, Business Mobility, Cloud Computing, Customer Service, 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), and Verint, cTalk Ltd, Noble Systems, Digital Technology
Contact centers face a number of challenges beyond simply answering customer calls. Among them are improving customer satisfaction, increasing the number of calls resolved at the first attempt and ensuring agents comply with regulations. But chief among these, my research into contact center analytics shows, is the mandate to reduce the average length of time it takes to complete calls.