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Uncovering The Hidden Profits In Your Contact Center

A new report from ICMI—sponsored by Zendesk—uncovered several opportunities for contact centers to provide more value to their organizations and even to generate revenue. That’s good news for the more than 62% of contact centers that are currently perceived as cost centers by their organizations (as revealed in the spring 2015 global survey that informed the report).

In the new report, “Collapse of the Cost Center: Driving Contact Center Profitability,” ICMI recommends that contact centers focus on missed opportunities in several areas, including:

Service level: Only 27% of contact centers are effectively measuring and reporting service level. The report explains how measuring service level on half-hour intervals provides the typical contact center with the most actionable data.

Agent schedule adherence: 62% of the contact centers surveyed measure their agents to ensure 90% of their time is fully utilized. While 90% adherence sounds good, the report cautions against issues such as agent burnout.

Forecast accuracy: Half of contact centers don’t measure how well their forecasts matched up with reality, perpetuating inaccurate forecasts and masking opportunities for improvement.
Revenue-generation: Only 25% of contact centers have ever considered cross-sell or up-sell programs, despite evidence that well-executed programs both increase revenue and improve the customer experience.
[Full Article]   Jul-23-2015

 

Top 10 CIO Concerns

Janco has found that the top 10 concerns have been the same for several years. The only difference is the ranking in importance has varied. The top 10 concerns include:

1. Security - as more instances of cyber-attacks are identified CIOs are well aware that their jobs are at risk if this occurs under their watch.

2. Cloud Computing - This is the new hidden IT that is driving many new applications and is not under the complete control of the CIO and IT organization.

3. Infrastructure - No longer are those interacting with the data and systems in a single location utilizing standard hardware and software. Records management, retention and destruction as well as version control are just a few of the areas that CIOs need to manage and control.

4. Consolidation - Islands of data and computing continue to exist as new technologies are implemented. Redundancy leads to disparate information and needs to be resolved.

5. Big Data - As data is consolidated it needs to be analyzed more quickly so that decision making within the enterprise is improved.

6. Automation - Traditional functions are now being eliminated and automation needs to take placed which will meet the strategic objectives of the enterprise.

7. Mobile Computing - BYOD and mobile applications are where users are looking for support in order to improve their bottom line results.

8. Staff Retention - During the past few years that has not been an issue but now with an improved IT job market staff will leave.

9. Social Networks - This is the wave of the future and needs to be managed more effectively.

10. Succession Planning - Not only for the CIO role but for all of the other key roles within the IT functions. Job family definition is now a priority.

[Full Article]   Jun-25-2015

 

Klever Knowledge Benchmark Report 2015

Klever, a next generation software and services company, released the first industry benchmark report on the perceptions and realities of knowledge management programs. Klever Knowledge Benchmark Report 2015: The State of Knowledge Sharing focuses on the processes, tools, and behaviors necessary to succeed in a knowledge-sharing program. This report provides a benchmark to guide organizations in deploying, sustaining, or rebuilding their respective programs.

The report presents benchmark data in four critical areas: people and leadership, processes, technology, and culture. The analysis revealed three critical findings:

--A wide gap exists between executive perceptions of knowledge sharing execution and on-the ground practices.

--Technology is not enabling best practices yet. Knowledge-sharing processes were rated the highest benchmark by organizations overall (3.13 out of 5) while the technologies area was rated lowest (2.87 out of 5).

--While organizations have adopted best practice processes and tools, the motivation to share knowledge as part of team behaviors every day lags behind. Nearly 70% of organizations report that they tend to go back to pre-knowledge program behaviors in times of rapid change or stress. Only 31% of organizations said they always or often invest in long-term solutions like knowledge-sharing practices even when fighting fires.
[Full Article]   Apr-30-2015

 

Contact Center Agents are Critical Lynchpin in the Customer Journey

inContact, a provider of cloud contact center software, announced the findings of their January 2015 customer experience survey that examined consumer perceptions of service while making online or phone purchases over $25 in the previous 6 months. When feeling dissatisfied with an order, the majority (81% of U.S. adults) prefer assistance from a live representative via phone or online chat rather than using email or online self-service.

The study, conducted online by Harris Poll on behalf of inContact, from January 29-February 2, 2015 among 2,028 U.S. adults ages 18 and older, reveals that 86% would be very likely to switch to another company in the future after a bad customer service experience.

Contact Center Agents are Alive and Well

The new research, asking about online or phone purchases over $25 in the last six months, shows that consumers are still frequently interacting with company service reps. According to the findings, 43% of U.S. adults who made at least one purchase online of over$25 during the last six months had interacted directly with a company representative at least once, with an average of two interactions. When purchasing via phone, 84% of buyers were in touch with a company representative an average of five times during that time.

Majority of Buyers Expect at Least Six Channels of Communication to be Available
The majority of U.S. adults expect companies and ecommerce sites to have available at least six of the tested methods of communication during the online purchasing or ordering stage of the customer service journey, including both agent-supported channels and self-service options.

In order of importance to consumers, the agent-supported channels include:

--Email (93%)
--1-800 to live reps (81%)
--Online chat (67%)
--Apps for mobile devices (50%)
--SMS/Text message (46%)
--Social networking sites (39%)
--Online video chat (32%)

Self-service channels are also important to consumers, including online self-service for order tracking (87%) and 1-800 to self-service (53%).

Consumers expect a personalized, omnichannel customer journey that includes agent service continuity and choice of channels for follow-up communications.

A major goal of the study was to gauge consumer desire for personalized and omnichannel experiences when interacting with service representatives. The following findings indicate ways in which companies need to design the customer journey for personalization and consistency across various channels.

--65% of U.S. adults expect companies to know their purchase history regardless of method of communication (e.g., phone, chat, email).
--Two-thirds (67%) expect to be able to call the same company representative they worked with previously if they had an order or service issue.
--64% would expect to be able to continue talking with the same company representative on the phone as they were talking with via online chat.


[Full Article]   Apr-14-2015

 

Worldwide IT Spending to Decline 1.3 Percent in 2015

Worldwide IT spending is set to shrink to $3.66 trillion in 2015, a 1.3 percent decrease from 2014, according to the latest forecast by Gartner, Inc. Gartner said that the rising dollar is chiefly responsible for the slowdown.
[Full Article]   Apr-10-2015

 

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