Presence Voice Outbound- Contact Center Solution
Presence Voice Outbound provides a flexible outbound dialling platform that emphasizes operational efficiency and empowering business users to adapt to changing requirements. The Presence outbound solution is a part of our multi-channel inbound and outbound contact center solution. CRM Optimizer Outbound provides a contact center with the ability to effectively contact their customers and prospects while maximizing the utilization of the contact center resources in the most cost-effective way. Presence achieves this through leveraging our customers existing infrastructure to gather data for outbound calling and ensuring only live contacts are delivered to the agents. Presence Voice only delivers live contacts to agents by utilizing technology that allows for busy tones, no answers, pagers, answering machines and faxes to be detected and dealt with based on re-dialling rules. Key Features: Predictive, progressive, preview and power dialing modes. Ability to optimize Predictive dialling based on time factor, application stage as well as algorithmic. Flexible list management with the ability to add, remove and amend leads while a campaign is active. Scheduled callback capability, either to a single agent or group of agents. Call Blending of inbound and outbound calls to the same agent group. Compliance with US and European regulations for outbound calling. Complete administration of the solution by the business user, allowing real-time adaptation to changing trends and …
What Makes a Contact Center Agent Unique
What Makes a Contact Center Agent Unique
Would your hiring requirements be the same for an agent in a sales queue, versus a customer care queue? No, and it doesn’t make sense to have the same criteria for an agent who will be in a call center answering phones, as one that will be engaging customers in online chat.
Beyond the obvious requirements of a contact center (chat) agent to have a certain typing speed and superior knowledge of the written word. There is a need for these agents to have a particular acumen for reading between the lines in a chat conversation in order to determine the tone, demeanor, and current disposition of the person being engaged in the chat.
For example, the ever-prominent ellipsis in online conversations… what does it mean? As I just used it, the ellipsis is a textual means into a further point or question. But more often than not in an online chat, it means an uncertainty by the person using it. If a customer, for example says “okay….” It most likely means he/she requires a little more reassurance or guidance in making their purchase or trouble-shooting their problem, and it is the agent’s responsibility to recognize this in order to meet that customer’s needs.
Then there’s endless short-forms used in chat, and while an agent shouldn’t be employing the use of these short forms, he/she must possess a secure knowledge of their meanings, at risk of otherwise being unable to understand the customer’s meaning. IDK why so many ppl need short forms, but FYI many do use them, AKA as acronyms. B4 you LOL at me for pointing this out, plz visit any chat room for proof and an “OIC” moment. Did you get that?
These are just a couple things that new chat agents should be trained for before going live. What are others that are trained in your contact center? What do you train your contact center agents for?
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Providing quality Web-based customer service.(Cutting-Edge Technologies for the Contact Center): An article from: Customer Interaction Solutions
Providing quality Web-based customer service.(Cutting-Edge Technologies for the Contact Center): An article from: Customer Interaction Solutions
This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on February 1, 2004. The length of the article is 2127 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
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Title: Providing quality Web-based customer service.(Cutting-Edge Tech
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Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment (Updated and Expanded Edition)
Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment (Updated and Expanded Edition)
The industry s No. 1 selling book on call center management! Now updated and expanded, “Call Center Management on Fast Forward”; is the most comprehensive source available on running a call center. It covers every aspect of call center management – service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies – in a format that is well-organized and easy to understand. The updated and expanded edition contains imp
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The Face of Globalization: Contact Center Outsourcing
The Face of Globalization: Contact Center Outsourcing
There is a sense growing in today’s global industry that contact center outsourcing is just the first step in a series of steps, in the journey towards a truly global economy.
Our concepts of state are starting to erode. Money in short, knows no boundaries of race or nation. Money infiltrates all national boundaries. Business deals do not have any other real loyalties to these concepts of nation or values. That’s a sad fact, but the truth is money is where most if not all business men’s loyalties lie. Contact center outsourcing is just one of the symptoms of the vast and true globalization that looms in the horizon.
If globalization is really about interweaving the economies of nations in order to unify the market, then there is no stopping the rollers of this process from paving over the market landscape of the occident. So many people in the United States have already lost their jobs due to the recession that started there. They also have to face this other problem of offshore outsourcing that takes the jobs away from the information technology graduates in the country and gives it away to third world information technology graduates whose salary is less than half of their first world counter parts.
Money has always been equated to gold. It is merely a symbol for how much gold there is in a country’s treasury. However this concept has long been forgotten and the economy has grown to become a large complex monster that spans continents with a million mouths, stomachs, brains, and tentacles.
So what is role does contact center outsourcing play in all this? Three very important things:
First of all, it is the proof; finally that globalization should be a two way concept. In the past it has just been mostly a one way flow. Bigger, industrial countries with so called transnational companies sell their products to smaller countries around the world. Now, we can finally see how globalization can also work against the industrial countries and work slightly in favor for the third world countries.
Secondly, information technology is starting to evolve in such a rate that physical distance is no longer becoming a gulf for doing business. This technology is going to change how other business sectors are going to function. With even more advancements come more offshore opportunities.
Third, the globalization is starting to increase the industry’s fluidity. Boundaries are being eroded as time. History shows us this. But now the process is going to increase speed exponentially.
Maria is a full college professor and a volunteer social worker. Learn more about the global situation. Contact center outsourcing can be ethical and successful at the same time.
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