by Rebecca Anderson on September 11th, 2014
Customer service is under a microscope. From horror stories to acts of kindness to humorous interactions, extreme examples of customer service circulate the web. A new one seems to pop up every week. Even the media has found these stories worthy of coverage. If we take a step back though and look outside of these exceptional experiences at typical day-day interactions a consumer has with a brand, what are the obstacles standing in the way of providing best-in-class service? The simplest answer: lack of data.
It’s astounding that in today’s world of data overload, contact centers could be struggling with data but as Aberdeen’s report “Customer Engagement Analytics: How to Use Data to Create (and Keep) Happy Customers” (May 2014) indicates, it’s not a lack of data but a lack of integration between systems that is the major pain point in the contact center. Overcoming that challenge, ‘Best-in-Class Contact Centers’ had three characteristics in common that help provide agents with the appropriate data to serve customers.
1. Provide agents with recent and historical customer data at the beginning of each interaction
In Best-in-class contact centers, customer data moves with the customer even if they switch channels or get transferred. This is especially important as research has shown that typical interactions involve at least one transfer. Companies that provide recent and historical data enjoyed a 3.5% reduction in average handle time compared to .7% reduction of those without the process.
2. Use customer contact data to support dynamic customer traffic queues
Dynamic queue management captures customer data from the ACD and appropriately routes customers to the best-suited agent. Interesting, but not surprising, is that having a dynamic traffic queue is highly correlated with the ability to integrate technology systems to gain an overall view of the customer interaction.
3. Regularly monitor customer conversations regarding company brand across social media
Best-in-Class contact centers overcome the data challenge on social media by integrating the channel into their business. Companies are tracking customer sentiment across multiple channels to monitor and manage brand loyalty.
The chart below shows a more details look at the building blocks leaders use for superior performance.
Looking for ways we can help you break down the data silos in your contact center and earn your customers’ loyalty through more positive, seamless experiences? Learn more about Aspect’s contact center solutions.
by Robert Moore on September 8th, 2014
The role of the contact center is changing as consumer preferences evolve at an accelerating pace. A recent blog by Spence Mallder, GM Workforce Optimization and CTO points out that recently, customer experience has overtaken productivity as the top priority for contact center workforce optimization (WFO) programs. It’s an example, albeit an important one, of how the world of the workforce optimization leader is changing as the dynamics of the contact center continue to change.
The infographic below takes us on a quick tour of new challenges and priorities for contact center workforce optimization leaders, some of the key WFO tools and technologies they are using, and the beneficial results that they are seeing from best-practice use of their WFO tools.
by Kathleen Schroeder on September 4th, 2014
Because of escalating healthcare costs and the need to decrease medical errors while improving quality, many providers are looking for ways to make the delivery of healthcare services more efficient. One strategy might be found in an unlikely source of inspiration – the same assembly line approach that also originally inspired Henry Ford’s automotive manufacturing.
The concept is LEAN, or Lean Production, a Japanese approach employed by Toyota Production System and that can also be used to help health systems eliminate waste from their current workflows.
There are actually several potential areas of inefficiency where LEAN can be applied to a healthcare contact center:
- Transport: Transportation takes time. A traffic jam or inclement weather can keep your staff away from their scheduled shift. Work at home for some agents can help eliminate time spent on the road and increase time available for patient calls. Work-at-home environments allow agents to log-in immediately and avoid increased abandonment rates. Decreasing the amount of time an agent has to travel leads to optimal staffing – work-at-home agents are more willing to pick up split shifts and cover shifts during another agent’s absence.
- Inventory: An excess of resources impacts the bottom line, while too few resources impact production! In a healthcare contact center, inventory is a great parallel to staffing and forecasting. Overstaffing and understaffing are very real problems within contact centers unless health systems have a viable work force management system.
- Motion: Unnecessary movement to accomplish a task is wasteful. When your staff has questions or concerns and can’t effortlessly reach out to other co-workers, subject matter experts or knowledge bases for help, average handle time dramatically increases. Your staff would benefit from having the capability to instant message team leaders and clinical personnel or, in a few simple key strokes, access the information they need to respond to the patent’s request.
- Waiting: Any time spent waiting for a service is perceived as an inconvenience by a customer. Patients are no different; in fact, the severity of their condition may significantly decrease their willingness to wait. Having the ability to measure the speed of answer and the abandonment rate allows leaders within the contact center to adjust the staffing or key performance indicators.
- Overproduction: This kind of waste is defined as the creation of excess product. In a healthcare contact center setting, overproduction often occurs when patients are asked unnecessary or repetitive questions. Agents exert additional effort to capture information that is not clinically or financially relevant. Standardized work flows go a long way to streamline patient encounters and decrease overproduction.
- Over-processing: Over-processing often occurs when unnecessary steps are added to patient facing processes that do not add value. When applied to a healthcare contact center setting, multiple patient transfers can be dubbed as over-processing. With an ACD, proper skill based routing cannot occur successfully. Patients are asked non value-added questions prior to their transfer to another staff member or clinician. An automated phone tree can also decrease over-processing by decreasing average handle time and allowing for workgroups with specialized skill sets, to focus on the value-added service they can provide their patients.
- Defects: This word needs no definition and has added gravity in the healthcare industry. Miss-scheduled appointments, bad triage encounters or, an erroneous bill can all have a terrible impact on a patient and their overall experience. Creating a knowledge base along with quality assurance and quality management can eradicate these errors. A good call recording and analytics program can aid in the development and automation of the quality assurance initiative.
A contact center in the healthcare industry has many parallels with LEAN ideology. Linking the technology and the processes to this ideology will create a culture that focuses on high performance and efficiency and ultimately superior patient experiences. Let Aspect Healthcare and Healthcare Intelligence show you how to make LEAN a reality for your health system.
Aren’t your patients worth it?
by Rebecca Anderson on September 2nd, 2014
Contact centers have been using workforce optimization (WFO) technology for as long as disco, Microsoft, and SNL have been around to make sure that the right agents are in the right places at the right time. While WFO technology has become more sophisticated and accurate, contact centers have been slow to reap the benefits of it.
In conjunction with ICMI, Aspect surveyed 417 contact center leaders in 2014 on their thoughts and experiences with workforce optimization technology and it’s clear there is room for improvement. The most alarming findings were:
- Only 12% said that their workforce management software was accurate in predicting staffing levels
- 44% do not have back office staff managed with WFO tools that are as effective as the contact center tools
- 50% don’t use speech or text analytics
So how do you know whether a more advanced workforce optimization system can help your contact center run more efficiently, achieve higher customer satisfaction, increase agent engagement, and create an overall better experience?
Take a look at the report from ICMI and Aspect to find out how you can enhance your WFO system to ensure the best customer experience, a high productivity workforce and better agent morale!
by Michael Kropidlowski on August 28th, 2014
In an era where consumers look at many products and services without distinction, high-touch customer service is being viewed by many companies as a way to differentiate themselves from their competition. But providing a consistent omni-channel customer experience, where consumers can start a conversation on one channel and continue it on another right where they left off doesn’t have to be complicated.
The hardest question for many contact centers to answer is what return are they getting for their investment? Taking into consideration such things as capital costs, implementation and operational costs in addition to the day-to-day costs of staff management, solution maintenance and agent training, it can be hard to answer the CFO when he or she asks you if the money was well spent.
The newly announced Aspect Unified IP 7.3 release brings a host of money saving features that can make that conversation go a little easier. For starters, UIP 7.3 brings additional user flexibility and efficiencies to inbound contact handling which minimizes customer time and effort and makes it easier for agents to engage them. And since this makes each engagement faster and more efficient, agents can take more calls in less time. Other cost of ownership highlights include:
- Deployment flexibility that includes on-premises with Managed Services, hosted, or hybrid in Aspect managed data centers to reduce cost and complexity
- A Unified Media Server helps deliver superior scale, flexibility and manageability with 2X increased agent and channel density
- Expanded VM/database consolidation, VDI support which reduces TCO with up to 40% server reduction over previous releases
- Simplified deployment profiles to streamline implementation
Want to see more information on Aspect flagship contact center solution? Check out our resource page.
by Michael Kropidlowski on August 26th, 2014
Nearly everyone today thinks about the explosion and proliferation of mobile device use and how it has brought with it greater consumer convenience, entertainment or safety as a good thing. Everyone but contact centers. Today 55% of households can only be contacted via a wireless device which makes life difficult and complicated for contact centers trying to connect with their customers. The Telephone Consumer Protection Act (TCPA) has strict regulations about contacting consumers’ mobile devices so sending a reminder, delivering an important notification or collecting a debt without explicit consent for mobile phone communication could result in big fines. TCPA violations cost businesses hundreds of thousands – even millions of dollars a year. And these fines are becoming more frequent, the beginning of 2014 alone saw a 30 percent increase in TCPA filings.
To avoid this, some companies have reverted to having agents make manual calls. Aside from the fact that this approach takes an organization backward from a technology standpoint, it’s inefficient and opens to the door for other compliance violations such as those enforced by the Consumer Financial Protection Bureau (CFPB). In light of all this, contact centers executing any outbound processes have to have a strategy and solution to manage wireless contacts that both keep them in compliance AND maximizes, not minimizes agent productivity. To achieve this, it’s critical that outbound operations:
- Understand the best way to contact customers on their wireless devices
- Know that it’s not just a telemarketer issue
- Learn how to engage customers in an efficient, profitable and compliant way
There are better options than simply throwing up your hands, turning back the clock and returning to the days of manual dialing. A few key components of a TCPA compliant solution include:
- Licensed option for no auto dialing and no auto message for contacting wireless phones
- Track and Control number type (e.g. wireless) and consent on a per customer record /phone position basis
- Track and Control attempts across multiple accounts
A good outbound call strategy can eliminate the need to choose between over complying with reduced profitability or under complying while risking significant legal and financial exposure. Aspect works with hundreds of companies to help them understand TCPA, the implications on their business and how they can be more effective with their outbound calling strategies while staying in compliance.
Learn more about keeping your contact center profitable and compliant with the new Aspect Unified IP 7.3.
by Maddy Hubbard on August 6th, 2014
Last year, over 30% of businesses had already implemented Cloud-based contact center solutions, and another 30% now have current budgets in place to begin taking advantage of the many benefits offered by Cloud technology.
Research conducted by International Customer Management Institute (ICMI) highlights both the challenges contact centers face and the specific benefits that can be achieved by moving key functions to the Cloud. Greater simplicity, integration, agility, insight and security are all possible with a lightweight, scalable Cloud solution like Aspect’s Zipwire – one that’s designed to meet the unique challenges facing today’s contact centers and agents.
Check out the infographic below, and discover the many ways your contact center could benefit from a simple, Cloud-based offering like Aspect’s Zipwire solution.
by Christine OBrien on July 28th, 2014
At Call Center Conference Week, Super Agent Erica reported in person where we had the chance to catch up with many of the attendees and have some great conversations about what goes into creating and delivering a remarkable customer experience. Some of of the things we wanted to know included:
What IS the ultimate customer experience?
What is one channel or function you’re looking to add to your call center?
What kind of “superhero” would it take to swoop in and save the day at your call center?
And let’s not forget: “Show me your dissatisfied customer face!”
Everyone we spoke with not only delivered some really entertaining facial expressions, but they also had insightful answers and ideas about trends in the contact center space. Many thanks to all who stopped by to say hi to Erica and all of us with Aspect. We loved seeing you!
by Maddy Hubbard on July 10th, 2014
Cloud technologies are finding their way into every aspect of the business and the contact center is no exception. According to a new infographic and research by ICMI, 30 percent of contact centers have budgeted for a move to cloud technology in 2014. And that is on top of the contact centers already using cloud-based contact center applications.
Despite the statistics on adoption and growth, many companies are still hesitant to move their contact center off premises. Other companies are realizing significant competitive advantage by putting some – or all – of their call center in the cloud. No longer simply about saving money and avoiding capital expense, the cloud has become an important strategic consideration for businesses of all types and sizes.
Following are four ways cloud solutions are impacting the contact center – and bottom line business results:
1. Keep up with rapid change and improve the customer experience.
Consumer communication preferences continue to evolve and their expectations for fast, convenient and knowledgeable service are higher than ever. No longer do you need to be a big enterprise with a huge IT department and extensive infrastructure to afford to deliver great customer service. A recent Aberdeen Group study found that 45 percent of respondents cited improved customer experience as the largest driver in choosing a cloud-based deployment. For starters, a cloud contact center makes it easier to adopt new self-service and agent-assisted interaction channels like social, chat, two-way SMS and mobile web – giving your customers anytime, anywhere omni-channel access. The cloud also significantly eases outbound proactive engagement such as notifications, reminders and surveys. Equally important, a cloud contact center equips your representatives with advanced agent desktop tools and streamlined access to centralized data to effectively and quickly handle customer requests.
2. Adopt the latest technology and deploy new services faster.
The cloud provides immediate access to new functionality as it is available – without expensive, time-consuming upgrades. It also enables you to deploy new cloud applications in days rather than weeks or months – freeing you from the underlying details to focus on innovation. Finally, the cloud gives you access to modern systems that significantly ease changes, such as updates to network announcements, call menus and routing, and provides the agility and performance needed to quickly take advantage of opportunities, support new marketing campaigns and deliver targeted messages around product launches and promotions.
3. Improve disaster recovery.
Gartner estimates that only 35 percent of SMBs have a comprehensive disaster recovery plan in place. In a benchmark survey by the Disaster Recovery Preparedness Council, one in four respondents said that they had lost most or all of a datacenter for hours or even days with losses ranging from a few thousand dollars to millions of dollars. The business case for disaster recovery in the cloud is easy. Providers enable seamless failover of operations and web-based agent and supervisor desktops that enable your team to log in from anywhere, even if your primary site is inaccessible. Many even offer a 100 percent uptime guarantee SLA. The same strategies can be used to provide instant failover in support of unexpected and seasonal bursts in traffic.
4. Enhance security and better protect sensitive customer data.
Cloud providers offer advanced technologies and expertise to secure systems and isolate and safeguard data. Rarely do small and medium sized businesses have staff dedicated to security technologies, policies and training – and companies of all sizes feel the cost and resource impact of keeping up with standards and certifications. Compliance with the Payment Card Industry Data Security Standard (PCI DSS) alone can cost hundreds of thousands of dollars. We’ve all seen the high-profile data theft and loss stories on the news. Cloud providers can help you more easily prevent data theft and loss.
Want to try it out? Get your contact center going in the cloud in just minutes! Sign up for a free 30-day Zipwire trial.
by Spence Mallder, SVP, GM Workforce Optimization, CTO on July 2nd, 2014
Improving the customer experience has long been the siren’s call of industry analysts and B2C enterprises, but when out of the spotlight, most would have admitted that driving new revenue, cost reduction and risk avoidance were their primary objectives. However a new day is dawning. A recent Aberdeen Group survey regarding workforce optimization (WFO) programs shows that for the first time, the quality of customer interactions really is more important than agent productivity — and by a substantial margin. In the two short years between 2012 and 2014, the surveyed businesses became almost twice as likely to rank quality of customer interactions as the number one priority driving contact center WFO programs. The commoditization of products and services in many industries has left customer service as the only real differentiator, and the implicit threat of posts about negative experiences propagating through social media channels gives the consumer much more power and commands much more attention than ever before.
Workforce optimization has long been largely an automated overseer of contact center policies on agent performance, quality monitoring, actual vs. planned staffing and adherence to intraday schedules. The primary goal of traditional WFO has been to minimize labor costs while maintaining a targeted level of service. We need to start thinking about WFO from a new vantage point. How can we use the rich portfolio of tools in a robust WFO offering, such as Aspect’s Workforce Optimization 8.0 solution, to ensure remarkable customer experiences? Here are some ways that Aspect is already putting it into play:
- Fix the agent WFO experience: There is a direct and incontrovertible relationship between the quality of your customer’s experience and happiness of your agents. Your WFO system is in many ways representative of your internal brand and can be a powerful enabler or a huge frustration for agents. Aspect recently released a highly simplified and intuitive user interface in its WFO 8.0 solution. Agents love it, and it is changing the very culture of contact centers where it is installed. View this short video explaining this new user interface that is changing the face of workforce optimization.
- Extend front office WFO into the back office: Tarp Worldwide estimates that 60% of a customer’s satisfaction is attributable to the enterprise’s back office operations. Workforce management software can be easily extended from the front office to the back office with much improved labor and operational effectiveness.
- Implement automated intraday staff management: Although automated staff management is a fairly new concept for WFO, it is very powerful, since it can intelligently and rapidly adapt staffing to real-time call volume changes. One of the key benefits of this new technology is its ability to turn unproductive agent idle time into productive time that can be used for other tasks, such as proactive agent training resulting in much higher morale and better experiences for customers.
- Identify agent behaviors resulting in high customer satisfaction with speech analytics: Use speech analytics to rapidly understand agent behaviors, phraseology and call flow that result in high customer satisfaction ratings, and institutionalize them as best practices. When used properly, speech analytics is one of the most powerful tools available for improving the customer experience. Our white paper discusses what to look for in a robust speech analytics solution.
- Use performance management with tight integration to quality management: Many contact centers are not getting full value from their performance management solutions or are not using them at all. Customer satisfaction surveys from your quality management solution need to be accessible in a robust performance management system, so you can easily view agent performance data in many different ways to reveal new insights regarding how to achieve good customer experiences.
Of course, this is just a sampling of the many ways you can apply WFO technology to directly improve the customer experience. Expect to see more WFO innovations as the consumer becomes increasingly empowered, and the customer experience becomes by far the most important metric for contact center success.