CXM recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.
CXM recorded a webinar on compliance for call recording. Ensuring compliance is a key concern for most organizations. This webinar will include a short overview, live demonstration of benefits of CXM software, and a Q&A session of how our software helps customers enforce regulatory compliance:
Your contact center is the front line to your customers and is critical to the image of your company. In fact, customer service in your contact center can have a bigger effect on customer loyalty and sales than a new website, logo, or storefront. People want to have their concerns heard and handled. You may feel like resources are scarce, but it is easy to overspend in the contact center. Here are five areas to evaluate and how you can find extra money and time in your contact center:
All call recording is not the same, and that is especially true if you have a blended or outbound contact center. Outbound contact centers have unique technology, compliance rules, and scripting. These systems are designed to optimize calling to attempt to ensure live connections with the intended recipient. Being able to easily find recorded calls and deliver them for review, may not just be for quality assurance, but also proof of regulatory compliance. Here are five key concerns you should know if you want to record outbound calls:
New Release Includes Refresh of Key Applications
HOUSTON, TX August 11, 2016 - CXM announces the general availability of version 5.2. This interim release includes enhancements to optimize network bandwidth utilization mirroring phone system deployment strategies and other network management considerations.
The default payload size and commonly recommended IP payload size for phone systems is 20ms. However, depending on network settings and voice optimization, 10ms and 30ms payloads are becoming more commonly deployed. CXM has added support for 10ms and 30ms payloads for Avaya, Cisco, and Mitel phone systems. For Avaya and Cisco, this is supported with either G.711 or G.729 codec. This enhancement provides a wider range of support to meet our client’s needs, allowing them to choose the deployment methods that best meet their network quality of service requirements.
Every team needs a coach; someone who can provide a strong program that leads to well-trained agents and better customer-client interactions. Start by understanding the unique characteristics of your team and specific challenges of that job. Customer service, sales, reservations, information services, collections, online retail, medical product support, or IT support positions require specific training and unique skills in order to be successful. Regardless of whether your team is highly tenured with leniency in process or entry level with very strict processes, important improvements can be gained from effectively and coaching your team.
Here are five great tips that apply to any team:
New Release Includes Refresh of Key Applications
HOUSTON, TX March 22, 2016 - CXM announces the general availability of version 5.1. This new release includes a variety of product enhancement and application re-writes. CXM’s commitment to continuously review existing tools, and ensure alignment with contact center best practices, shines through key feature enhancements in CXM v5.1.
Monitoring agent’s screens remains a key component in quality monitoring. Version 5.1 includes two screen player applications that were completely re-written, greatly improving their functionality; the CXM media player and CXM Live Monitor. Enhancements to the CXM Media Player include: slider bar for viewing events, enhanced play control, play status, video and audio timecodes to verify sync, and the ability to export a portable reference file that includes links to audio and screen playback. For CXM Live Monitor, the enhancements include: status notification for connectivity to agent screens and the CXM server, playback screens scale for various monitor aspect ratios and multiple monitors, ability to adjust watch list order, and the addition of operators to filter the agent list.
Measuring the interaction between your agent and their desktop is a missing link in ensuring great customer service. For years, performance management has been about average handle time, minimizing wrap times, and ensuring the agent is equipped to resolve the caller’s requests. Once the agent is on the call with the client; the phone system becomes a stopwatch and has very little other data to offer. The recorded call does not tell us how the agent is using the applications that help them serve the customer. Desktop analytics provides powerful insights that can dramatically change your contact center’s performance.
One of the most important components in running a contact center is ensuring you have the right agents on the phone at the right time to handle the arrival of incoming calls. There are patterns to incoming calls, but incoming calls are not scheduled and tend to run in cycles or bursts. Thus it is generally called Random Call Arrival. Having an accurate forecast allows you to estimate the call patterns and ensures proper coverage to meet your service level objectives. Once you have built your forecast, you then use Erlang or other more modern methods to build the schedule.
There are five primary ways to comprise the data required for an accurate forecast: