SigmaWay Blog

SigmaWay Blog tries to aggregate original and third party content for the site users. It caters to articles on Process Improvement, Lean Six Sigma, Analytics, Market Intelligence, Training ,IT Services and industries which SigmaWay caters to

This category will include news and articles on contact centers and shared services

Automatic Call Distribution

Automatic Call/Contact Distribution (ACD) is a software that enables contact centers to route customer inquiries to the customer support representative who has the skills to best handle their specific needs. Apart from the ability to route customers to the appropriate agent, ACDs have a variety of additional features that help in keeping efficiency high and costs down. Inbound/outbound call blending is another popular offering within an ACD. A quality ACD system imports customer data from company CRMs and passes it along to the agents so they can handle requests with all available information. An automatic call distributor takes a lot of the heavy lifting out of the routing process for contact centers, creating a more enjoyable experience for both customers and agents. Read more at: http://www.incontact.com/blog/what-is-automatic-call-distribution-acd/

 

Rate this blog entry:
26 Hits
0 Comments

Central Government Jobs in 2018: A Steep Rise

Central government jobs are estimated to increase by 2.83 lakh in 2018,growing from 32.84 lakh in 2016. The major recruiter will be the Police department followed by postal service. The Ministries of Home,External Affairs,Skill Development and Entrepreneurship,Civil Aviation,Mines and many others will add substantially to their already existing workforce. The Ministry of Water Resources estimates an addition of 3632 members for River Development and Ganga Rejuvenation. The scenario is quite encouraging for the young generation of the country as the government is emphasizing on employability and enhanced skill development. Read more at:  http://indianexpress.com/article/business/budget/union-budget-2017-jaitley-about-2-83-lakh-estimated-central-government-jobs-by-2018-4520572/

 

Rate this blog entry:
31 Hits
0 Comments

Best out of predictive dialer and outbond campaigns

Everyone wants to achieve highest connections in outbound dialing. Predictive dialers allow continuous connections. Tips to get most out of these are: beginning should be with a right list because it lays a foundations and there should be a connection between CRM and contact center, investment in automation is necessary like predictive dialing which minimizes downtimes, eliminates errors, etc. , rules and regulations should be highly adhered to, in order to avoid fines and litigations, outbound solutions keeps callers connected by giving a menu of telephone numbers to choose from and helps establishing a natural connection. Lastly, put inbound to work for outbound, all components of contact center must work in harmony. Outbond dialing solutions help in making quality connections, maximizing agent’s performance, improving customer satisfaction, etc. Read more at: http://www.incontact.com/blog/5-tips-for-a-better-outbound-dialing-strategy/

 

Rate this blog entry:
77 Hits
0 Comments

Scaling down cost per contact

Cost per Contact includes all costs that are needed to run a contact center, like salaries, facilities, software etc. Divided by the number of contacts handled. In this blog, we go through five possible ways to reduce the cost per contact. First, optimize the Interactive Voice Response (IVR) which can provide telecom usage savings. Second, using a callback feature in the IVR can provide both telecom usage and port allocation savings. Third, overall operations cost savings can happen by utilizing skill-based routing, which can benefit all call center channels - phone, chat, email, etc. Fourth, workforce optimization tools do just that, and can help reduce costs related to staffing and telecom usage. Lastly, since it is cheaper to have a customer help themselves, so if you can provide self-service options, you should.Read more at

http://www.incontact.com/blog/reduce-cost-per-contact-5-tips/

 

Rate this blog entry:
53 Hits
0 Comments

Three Simple Ways to Ensure Cloud Success

The cloud, as we know is a strong rival for contact center technology today. In this blog, we discuss three critical steps for cloud success. First, constructing a good Statement of Work (SoW) is of utmost importance. You need to define requirements, address functionality, integration, training, etc. Here a little planning can bear fruits in the long run. Second is to explore what the vendor is committed to deliver on Service Level Agreements (SLA's), what they can and can't control, how will they respond, how will they track and report on SLA's. Lastly, it is very important to define the proper vendor management role and who will provide it, whether in the center or in IT. The Vendor Manager needs some technical aptitude and great communication skills as the liaison between the business areas, IT and vendor. Read more at: http://www.strategiccontact.com/blog/2016/08/cloud-success-in-3-easy-pieces/

 

Rate this blog entry:
44 Hits
0 Comments

Efficient Customer Management

Cost- per -contact should be metric that should be used by customer contact centers'  to judge efficiency .Skill- based routing(SBR) can directly connect the caller to the agent reducing time taken per call. Average abandon time (ABT) can be used as a metric also. Workforce management tools forecast the amount of calls in the future and agents' work schedule throughout the day. Workforce Intelligence deals with division of agents according to their specialization in terms of skills so that lesser time and cost are spent. Last but not the least self-service options would benefit in terms operational efficiency and overall customer satisfaction.Read more at: http://www.incontact.com/blog/reduce-cost-per-contact-5-tips/

 

Rate this blog entry:
52 Hits
0 Comments

All About the New Engagement Optimization Community

All About the New Engagement Optimization Community

CallMiner launches its new Engagement Optimization community. Engagement Optimization or EO is the destination for customer engagement professionals and it also provides a platform for peer-to peer networking and access to thought leadership content. EO will also help customer experience professionals from around the globe to keep pace with industry news and best practices. Read more at: https://www.callcentrehelper.com/callminer-launches-new-engagement-optimisation-community-88599.htm

 

Rate this blog entry:
633 Hits
0 Comments

The Pros and Cons of IVR System

The Pros and Cons of IVR System

The IVR system bears a very diversifying opinion among companies. Some who favors it, does so because according to them it improves call center performance, improving brand perception and a few companies believe that IVR systems enhance profitability. Those companies who do not favor the system does so because they believe that the system is too difficult to implement, it is too expensive or can't action results. A large number of companies feel that customers don’t like the IVR system. Companies who still have a misconception about the utility of the system and is not accustomed to the advanced IVR technology is, therefore, unaware of the fact that IVR systems can actually give profit through real-time analysis of data and customer alerts generated by voice-to-text services. Read more at:  https://www.callcentrehelper.com/companies-avoid-ivr-surveys-because-%E2%80%98customers-don%E2%80%99t-like-them%E2%80%99-15319.htm

 

Rate this blog entry:
656 Hits
0 Comments

Why analyzing data is important for an organization

Collecting data is important to make operations efficient in a company. But, it is found that collecting and storing data is not enough. Companies must connect and analyze that data across organization. The purpose of data (structured or unstructured) is to extract insights and take accurate decision. But now it is becoming important for companies to connect data, including data from the contact center with the rest of the organization for an integrated view of the customer. Companies should utilize data to combine analytics from the contact center, workforce management, CRM systems, website, social media, surveys and product engagement tools. Read more at: http://callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1197/Default.aspx

 

Rate this blog entry:
605 Hits
0 Comments

Ways to communicate effectively

Any business house needs to ensure effective customer service to satisfy its customers and the key characteristic of serving the customers properly is by maintaining smooth and effective communication. This effective communication can be achieved in different ways, starting from inbound and outbound phone calls to emails and messaging services and of these methods, messaging is the most cost-effective way to make sure that the customers and their queries are properly heard. Nowadays, in-app messaging systems and software products have been introduced. Companies need to invest in the best quality messaging app that will eventually boost its market potential as a messaging app can allow customer service executives and end users to interact with each other in real time. Read more at: http://callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1191/Default.aspx

 

 

Rate this blog entry:
619 Hits
0 Comments

Successful Business with Good Customer Experience

The most dynamic aspect in market is Customer. It is important for businesses to focus on customer experience. For this, not only offline experience works but digital experience is also equally important. To retain your customer and to build the brand, businesses need to think strategically:

 

  • ·         No need to worry about price, since 56% of customers pay more to get better customer services, and are willing to pay upto 30%.
  • ·          Make your website more informative and easy to access. Website is more a communication channel and not only a showroom.
  • ·         Social media is ruled by customers, not marketers. Marketers need to connect with customers through social media not only for promotion but to get feedback, to get back to them as earlier as possible.
  • ·         Personalization is everything. Give more personalized experience to your prospects and customers.

 

 We can say that marketer need to give a perfect mix, either it is offline or online experience for the customers. To know more go through the given link: http://www.cmswire.com/customer-experience/create-memorable-customer-experiences-with-these-strategies/

 

 

 

Rate this blog entry:
868 Hits
0 Comments

Future of Marketing Intelligence: Call Center Speech Analytics

With the expansion of Analytics, each sector is trying to utilize it to the fullest. By implementing analytics, the managers are able to identify the behaviors that lead to positive outcomes and also identify the problematic areas. Therefore, organizations must develop the best practices that can streamline the work. By applying this to the calls, customers can analyze the customer - agent interactions. So they can identify the most important factors and can even reduce the volume in maximum traffic hours. The advance speech analytics software not only means, evaluates and presents audio and textual data, but also collects information regarding reasons for calls, emotional nuances in a customer's voice and how well agents are addressing a customer's needs and expectations. This even helps them keep a check on their marketing strategies so that it can be altered for the better. These generate very meaningful insights for why a customer needs to contact the support centers and thus exposing the root cause. So this helps in decreasing the average call time and monitoring the resources spent. Read more at : http://customerthink.com/top-5-benefits-of-call-center-speech-analytics-why-your-call-centers-success-depends-on-speech-analytics-solutions/

Rate this blog entry:
719 Hits
0 Comments

Social Media and CRM Strategy

This year social media will play a bigger role in CRM strategy than ever before. 2016 is the year that will truly test the concept of customer relationship management and as the social scene grows, CRM solutions will need to integrate with other software platforms in order to provide a continuous experience for you and your consumers. A company should look for these tools and abilities before you make any decisions: Track social interactions, Capture profile info, View mutual friends, Collaboration tools, Social behavior analysis, Brand analysis, and convert to leads. Read more at: http://it.toolbox.com/blogs/insidecrm/getting-to-know-you-is-your-crm-social-enough-for-2016-71102

 

 

Rate this blog entry:
999 Hits
0 Comments

Social Media Analytics and It’s Tools

Before we start discussing about Tools for Social Media Analysis, first of all we have to know what social media analytics is? Instead of thinking it as a noun, take it as a verb. Precisely, it's gathering data from social platforms to help guide marketing strategy.

# the process begins with the prioritizing goals.

# The second step is determining key performance indicators (KPIs) i.e. likes and shares your posts receives, replies and comments, and more importantly the clicks your links and content earn analysis.

Now, as the definition is clear, we will directly come to the social media analytic tools. To read more, follow: https://keyhole.co/blog/list-of-the-top-25-social-media-analytics-tools/

Rate this blog entry:
873 Hits
0 Comments

Tools For Contact Center CRM

In today’s world, organizations whether big or small from every industry rely on CRM solutions to support their contact centers. It’s not always easy to determine what to look for when sourcing a new CRM solution. Some offer more than others when it comes to supporting contact center operations. Every contact center is unique, this article link explores some qualities that should be considered essentials when evaluating options. They are – Integration, Ease of Use, Understandable Analytics, Campaign Management, List Management, Customization, Scalability, Follow-Up and Follow-Through, and Survey Capabilities. Read more at: http://it.toolbox.com/blogs/insidecrm/the-best-qualities-of-a-contact-center-crm-tool-71058

 

 

Rate this blog entry:
1028 Hits
0 Comments

Benefits of Customer Analytics

Customers nowadays expect much more from organizations. So, every business must provide a world class customer experience that wants to win and keep customers. Hence, more and more contact centers are using analytics to collect both structured and unstructured data – from phone conversations to e-mails to social media to buying habits. This helps companies are to customize the experience for each customer. Analytics, can help organizations to go far beyond offering personalized support to each customer and also help you to understand what your customers want from you at the product and service level. Read more at: http://www.tmcnet.com/channels/call-center-management/articles/416191-benefits-customer-analytics-go-beyond-customer-relationship.htm

 

Rate this blog entry:
840 Hits
0 Comments

How to connect with stranger on LinkedIn

Many people worry about reaching out to unknown professional. Here are some tips to introduce yourself to new faces. 1) Personalize your invitation letter to connect avoiding usual generic format. 2) Don't waste time in getting to the point after your personalized introduction. One must be straightforward and state your intentions up front. 3) Whenever a person receives an invitation, they try to find common ground with another individual. Don't let him hunt for it, instead mention it in brief example, common skills or organization. 4) End with a call for action and lastly, always keep your profile updated before sending messages to new contacts. Read more at: http://www.business2community.com/linkedin/5-tips-connecting-strangers-linkedin-01412129#AVQmfkk5uvJit3qh.97

Rate this blog entry:
812 Hits
0 Comments

Why updated contact center software is important

The customer support (CS) department is an important department as it helps in customer retention and customer satisfaction. According to a research, it was found that 78% of customers indicate competent CS agents are the key in keeping their satisfaction levels high. Contact center software plays a crucial role. If the software is updated if one wants to invest in a positive customer experience and increase employee engagement. Read more at: http://it.toolbox.com/blogs/voip-news/your-customer-support-department-would-kill-for-these-contact-center-features-70686

 

 

Rate this blog entry:
874 Hits
0 Comments

Optimization of IVR

IVR has become important for call centers. It acts as a doorway to your company. IVR includes call routing, prompts, voice talent and more and these must be optimized in order to initiate the best customer service possible. IVR is efficient for the company and effective for the customer, if it is installed properly. Read more at - http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1096/Default.aspx

 

 

Rate this blog entry:
1050 Hits
0 Comments

Biometrics in the Call Center To Fight Digital Fraud

Companies are finding that online fraud includes a phone call by the fraudster. Fraudsters call the bank or card issuer to check the available credit on stolen cards before making fraudulent purchases online. Banks are building a database of known fraudster voice prints in the call center with a new generation of voice biometrics. Passive voice biometrics can collect and examine a caller’s voice print in the background of a normal call. Banks can now detect fraudsters by voice, e.g.  They can detect calls like available credit inquiry by screening live calls against the fraudster database. When a known fraudster’s voice is detected, banks can flag the customer account as possibly compromised. Read more at: http://www.paymentssource.com/news/paythink/biometrics-in-the-call-center-can-combat-digital-fraud-3022703-1.html

 

 

Rate this blog entry:
892 Hits
0 Comments

Sigma Connect

sigmaway forums

Forum

Raise a question

Access Now

sigmaway blogs

Blogs

Blog on cutting edge topics

Read More

sigmaway events

Events

Hangout with us

Learn More

sigmaway newsletter

Newsletter

Start your subscription

Signup Now

Sign up for our newsletter

Follow us