Question: We have a 350 seat contact centre that operates 24 by 7. We also have several lines of business and a few tiers within some of those lines; so we have multi-skilled agents. It can take four weeks of initial training to get a person up to speed on the basics in one line of business. When they demonstrate mastery of that skill, we provide training that enables them to move up the tiers or add new lines of business. We are achieving our goals but attrition is a continuing problem. We are trying to lay out a 5-year plan. What changes do you see coming that could affect contact centre operations in unanticipated ways? Continue reading Q&A with William Durr of Verint
Question: We’ve been investigating contact recording, quality monitoring and speech analytics. The team is quite impressed with the capabilities provided by the various vendors. A few of the vendors claim to be able to spot problems by analysing the customer’s and agent’s conversation in real-time. Having identified various sorts of problems, the system sends a notification according to rules so that either automatic guidance is provided on their screen or by someone joining the conversation. This is intriguing. Is it real? Continue reading Verint Q&A – No. 15
Question: I manage a fairly large contact centre and the company agrees with me that much of the technology in our shop needs an upgrade. The last time we made major investments in our technology the prevailing guideline was to select the best-in-breed solutions for workforce management, quality monitoring and reporting. After some discovery I find that many vendors now talk about their workforce optimisation suites and claim them as being a much better solution than integrating various best-in-breed solutions. Has contact centre software really changed that much? Continue reading Verint Q&A – No. 14
Question: At various WFM conferences we hear that it is important to have a mix of full time and part time employees to help achieve lower labour costs. But we seem unable to attract part time workers. It appears that the labour force here is seeking full time positions exclusively. What are we to do? Continue reading Verint Q&A – No. 13
Question: The executives here have decided that they want our company to dramatically improve customer satisfaction and loyalty. At a high level we can either invest in voice of the customer technologies or we can invest in tools that help us develop our employees’ skill and knowledge. I don’t think there is some middle ground compromise between the two, as the budget only goes so far. Happy to hear your thoughts.