Small Changes in the Contact Center Add Up to Big Savings

Posted December 5, 2012 by Chris Burgoyne / About VoiceVision, Contact Center Operations, Teachable Moments / 0 Comments

You've heard of death by a thousand cuts? It's real, but we don't have to be negative all the time.  Let's make our glass half full and remember a more positive cliché: "A journey of a thousand miles begins with a single step." The part of that maxim that's forgotten tends to be the millions of steps that follow the first one. The point is that little things can make a big difference when you put them together. For example, after a VoiceVision® assessment, when small changes to a call flow are implemented, even modest improvements can lead to significant results. Imagine a call that used to take one minute,… Learn More

The People In Your Neighborhood-The IT Department

Posted November 28, 2012 by Chris Burgoyne / Telco, Contact Center Operations, Strategy, Teachable Moments / 0 Comments

Hi Everybody! The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the unsung heroes of your Contact Center - the IT Department.  A Contact Center that makes a strategic partner of IT will have untold advantages and will live life less stressfully! We'd love your thoughts on this topic. Check out the article and let us know what you think in the comments.   Learn More

Contact Center Agent Efficiency

Posted November 15, 2012 by Jim Schweitzer / Customer Satisfaction, Telco, Contact Center Operations / 0 Comments

It costs money to staff a contact center, that’s a given.  The healthy contact center is tuned to get the most value from this investment.  The efficiency of your contact center agents reflects how well agents are set up for success by your organization. This “cost-driver”  analysis, a part of our VoiceVision 14 point Diagnostic Evaluation, is a fundamental measuring stick for a wide swath of the health of your Telephony Universe, and one where the costs and benefits are clear and measurable. How long are your agents on the phones, or even doing after call work? One might define agent efficiency simply by measuring the number of transactions… Learn More

The Perils of Cross-Functional Agents

Posted September 17, 2012 by Jim Schweitzer / Customer Satisfaction, Contact Center Operations, Regulation / 0 Comments

Cross-functional agents - agents responsible for handling more than one class of business transaction in a contact center - are valuable in many situations. Many contact centers serve an incredible breadth of subject matter and customer types, and sometimes certain requests are too rare to warrant full-time staff. Cross-training agents allows higher utilization and more flexibility with staff forecasting. However, context switching creates inefficiency and the potential for poor customer service. Having all types of calls blindly route to the same pool of agents is inefficient, and irritating. It’s inefficient simply because it takes time for the agent to determine the reason for the call. It’s Irritating to the customer… Learn More

The People In Your Neighborhood - The IVR

Posted September 12, 2012 by Chris Burgoyne / Good IVR, Customer Satisfaction, Contact Center Operations, Strategy / 0 Comments

The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the Voice of your Organization - the IVR, and the elements of both GOOD and BAD IVR.  IVR is critical to your customer access strategy.  Don't treat it as an after-thought. We'd love your thoughts over the next few weeks on this exciting new series! Learn More

Jim Schweitzer to Present at CBI Medical Communications Summit 2012

Posted September 10, 2012 by Yong Lee / About VoiceVision, Contact Center Operations, Pharma / 0 Comments Jim Schweitzer to Present at CBI Medical Communications Summit 2012

Jim Schweitzer, Director of Commercial Technology Services at Vision Point Systems, will be presenting at next week's 2nd Annual Medical Communications and Information Summit in San Diego. Jim will be presenting on "Key Considerations in Call Center Management for Maintaining a Unified Message," specifically for… Learn More

The People In Your Neighborhood: The Agent

Posted August 14, 2012 by Chris Burgoyne / Customer Satisfaction, Contact Center Operations / 0 Comments

The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the backbone of the Call Center - the Agent, and the tools they need to build a value-based relationship with customers. Later pieces will describe the other members of the community that exists within any organization, and their stake in delivering customer satifaction and retaining or converting customers.  We'd love your thoughts over the next few weeks on this exciting new series! Learn More

ICMI Article Series - The People in Your Neighborhood

Posted July 19, 2012 by Chris Burgoyne / About VoiceVision, Customer Satisfaction, Contact Center Operations / 0 Comments ICMI Article Series - The People in Your Neighborhood

The first of our new article series - The People in Your Neighborhood is up on ICMI's website. This first piece covers the reason we're all in business - the customer. Later pieces will describe the other members of the community that exists within any organization, and their stake in… Learn More

ICMI ACCE 2012 Conference Recap

Posted May 25, 2012 by Chris Burgoyne / About VoiceVision, Contact Center Operations, Contact Center Technology / 0 Comments ICMI ACCE 2012 Conference Recap

Hello readers! I just got back from Seattle and boy are my arms tired! I was up to my eyeballs in Contact Center Camaraderie and Commiseration at the ICMI ACCE (“ACE”) conference in Seattle. Since Vision Point Systems has historically been involved in telephony as an IVR provider, we wondered if a Contact Center Conference would be right for us, and… Learn More

Use a Knowledge Base to Reduce Costs

Posted April 20, 2012 by Chris Burgoyne / Customer Satisfaction, Contact Center Operations, Contact Center Technology / 0 Comments Use a Knowledge Base to Reduce Costs

What is a knowledge base? A knowledge base is software an organization can use to store knowledge acquired in the course of doing business. We’re talking about a database, only filled with knowledge and wisdom rather than just randomly accumulated data, so it’s a knowledge base. I’m here to tell you a knowledge base is essential. When we’re trying to create a business, we hire… Learn More

Aligning the Contact Center with Corporate Goals

Posted March 27, 2012 by Jim Schweitzer / Customer Satisfaction, Contact Center Operations, Strategy / 0 Comments

A 2012 survey by Knowlagent, unsurprisingly, shows that the top priority for call center managers is improving productivity. What’s the second priority? Alignment of contact center staff goals with corporate goals. This is a core tenet of what we try to elucidate with VoiceVision. Every corporation is different, and much of the strategic differences come from structural or market factors, not just the whim of the current executive staff. Let’s take a look at some of the potential areas for mis-alignment. Value of the Customer Value of the Customer is the antithesis of Cost per Contact. Are you selling commodities at dollars or cents per transaction, or are you… Learn More

The Pharmaceutical Call Center According to CenterFirst

Posted February 23, 2012 by Chris Burgoyne / Industry Interviews, Contact Center Operations, Pharma / 0 Comments The Pharmaceutical Call Center According to CenterFirst

In the latest installment of our series of conversations with industry leaders, we’re speaking with Pete Guillot, President of CenterFirst.  CenterFirst started in 2004 with the “mission of providing deep expertise to help global pharmaceutical leaders maximize the value and ensure the… Learn More

Now You’re Speaking My Language

Posted February 6, 2012 by Chris Burgoyne / Customer Satisfaction, Contact Center Operations, Globalization / 0 Comments Now You’re Speaking My Language

A recent New York Times article points out that the Philippines has passed India in the number of call center agents. Filipino agents, however, are usually paid more than their Indian counterparts. But if outsourcing is all about lowering costs, then why… Learn More

White Paper: Assessing Your Telephony Universe

Posted January 24, 2012 by Chris Burgoyne / About VoiceVision, Consulting, Contact Center Operations / 0 Comments

Telephony deployments in general, and Contact Centers in particular are complex and difficult to manage. Throw in multiple stakeholders across the silos of your enterprise, and you've got a recipe for inefficiency or worse.  You can't move forward with an effort to optimize until you know what you've got.  Check out our latest white paper on why you should assess your full deployment and get an idea on what to look for to ensure that your system is synced with itself and with your business goals. Download "Assessing Your Telephony Universe" here. Learn More

Prison Contact Centers

Posted January 19, 2012 by Chris Burgoyne / Contact Center Operations, Globalization / 0 Comments Prison Contact Centers

Have you ever spoken to a call center agent who's sounded like they are handcuffed to their cubicle? Maybe they are. You’ve heard of insourcing? This is inmate sourcing. In a trend that is both interesting and somewhat controversial, contact centers are popping up in prisons across the US. The stated purpose is to provide inmates with some useful job skills and constructive activity as they… Learn More

What is: Intelligent Call Routing?

Posted October 26, 2011 by Matt Simmons / Development, Contact Center Operations, Contact Center Technology, Testing and Quality, What Is? / 0 Comments What is: Intelligent Call Routing?

The Switchboard Operator is extinct, as a job description, anyway.  Machines have been routing our calls for decades, but in recent years, the automation of this process has been refined and significantly improved. Intelligent Call Routing is a term for routing done by software that attempts to identify the caller and direct them to an appropriate agent. The software can identify the caller based… Learn More

Can’t Get No Satisfaction

Posted October 18, 2011 by Chris Burgoyne / Customer Satisfaction, Contact Center Operations, Teachable Moments / 0 Comments Can’t Get No Satisfaction

I got a C in Physics, but I believe the 5th law of Thermodynamics is that it’s cheaper to keep customers than get new ones. Customer Satisfaction is what every contact center aspires to cultivate and manage, but getting an accurate assessment can be challenging. Greg Levin writes, "A comprehensive… Learn More

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