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Part 1 of our 5 part series “Making Your Call Center Relevant” Call Center Week’ 2015 Conference and Exhibition set for June 15 to 19, 2015 NICE’s Interactions 2015 Customer Conference set for June 1 to 4 in San Antonio HP announces the release of version 10.3 of its Qfiniti Workforce Optimization (WFO) software suite. Xentrax acquires Sensus’s NICE portfolio HP announces HP Engage Customer Conference HP Qfiniti 10 – Put the Contact Center at the center of you VoC Program Webcast Xentrax in Moncton Xentrax Session at Telecom 2013 in Toronto Turn Big Data Into A Big Win For The Contact Center

Part 1 of our 5 part series “Making Your Call Center Relevant”

Since its inception, the call center has been considered a cost center. 

This is evidenced by the metrics that have been used in the past to measure success.  In fact, the whole purpose for creating the Automatic Call Distributor (ACD) was driven by the need to reduce, or at the very least control, costs – unless you believe that waiting in a queue before being served is an advancement in customer service.   

Since the emergence of the call center, companies have looked more favorably on projects that showed a clear case for reducing costs.  Sure, there are exceptions, but company executives have widely regarded the call center as a cost center.

There is however, a radical transformation occurring in service delivery, and it’s being facilitated by the emergence of new technology.  In this five part series, we’re going to explore what may be the most dramatic development in service delivery since the ACD.

1 – By the Numbers

In our first of a five part series, we look at the call center industry, and make sense of its size and breadth. It’s important to know the numbers so that we can better understand the significance of the opportunity that exists.

While information on the volume of call center interactions is scarce, we know – courtesy of the US based ContactBabel report in 2015 (US Contact Centers in 2015: The State of the Industry & Technology Penetration) – that there were about 44,000 call centers in the US staffing over 3.4 million positions as of 2015. Depending on the report you look at, between 2% and 4% of all US employed people work in a call center of some kind.

 These are big numbers and that’s a big market.

So why are these numbers important to anyone in the contact center business? 

DATA, DATA, DATA and BIG DATA!

There are people employed in these positions and they’re handling billions of calls a year from consumers.  For those of you in the back row, the call center is likely to be your Company’s single biggest source of information about your customers – and if your company’s executives aren’t aware of this, then as a call center professional, you have an obligation to point this out to them, over and over!

Further, adding to this opportunity is the emergence of myriad other electronic channels available to your customers to choose from such as email, your web page, web chat, social, smartphone/messenger apps, SMS/MMS and now even video.  In fact, in its 2016 Global Contact Center Benchmarking Report, Dimension Data is claiming that these alternative channels will have surpassed voice by the end of 2016.   Regardless, in both direct and indirect ways, your customers are telling you about themselves, what they want and what you should be doing.  They are talking about you to their friends – they’re recommending or dissuading them from doing business with your company…and explaining why!

All this information – the voice of the customer – is accessible for you to mine. 

So the answer to making your call center relevant is in the data.  Easy, right?  Of course not.  In the next installment of this series, we’ll discuss why there is no easy button.  We’ll explore the challenges and by understanding them, we can arrive at our answer and provide the tools for building a case for making your call center relevant.

Call Center Week’ 2015 Conference and Exhibition set for June 15 to 19, 2015

Call Center Week’ 2015 Conference and Exhibition set for June 15 to 19, 2015

Join Xentrax at the 16th annual Call Center Week 2015 Conference and Exposition at the Mirage Hotel in Las Vegas, Nevada. Come visit Xentrax at booth 416 where we will be featuring its HP Qfiniti Workforce Optimization Suite.

NICE’s Interactions 2015 Customer Conference set for June 1 to 4 in San Antonio

Held in cooperation with the NICE User Group (NUG), Interactions 2015 will be packed with valuable content and fun activities. Learn how your organization can deliver an outstanding customer experience, improve business results and ensure compliance. Additionally, you will have a chance to network with NICE experts, customer and industry leaders to share knowledge and best practices.

HP announces the release of version 10.3 of its Qfiniti Workforce Optimization (WFO) software suite.

HP Software today announced significant enhancements to its Workforce Optimization (WFO) software suite, designed to help contact centers manage call recording, agent productivity and customer engagement including support for Windows 2012 Server and expanded connectivity to Cisco and Genesys platforms.

Xentrax acquires Sensus’s NICE portfolio

Effective November 20, 2014, Xentrax has acquired the NICE portfolio of Sensus Communication Solutions, Inc.A NICE partner since 2006, Xentrax is committed to providing the market place with a service-oriented alternative to its diverse clients across Canada and the United States.

HP announces HP Engage Customer Conference

Qfiniti Users, here’s your chance to meet and network with the HP Team responsible for bringing you the Marketing Optimization, Information Analytics, Call Center and Customer Communications Management (CCM) portfolio as well as other Users. The HP OpenText User Conference – HP ENGAGE – will focus on Customer Experience Solutions providing attendees a comprehensive approach to transforming customer experience. Join us at the JW Marriot Desert Ridge Resort & Spa in Phoenix, Arizona this coming September 21 to 23.

HP Qfiniti 10 – Put the Contact Center at the center of you VoC Program Webcast

In today’s complex, overcrowded and hyper-connected marketplace where the customer now controls the conversation, a superior customer experience serves more than ever to differentiate your company brand. And you know that delighting your customers must begin with attentive listening to what they have to say about your company, products and services. Not only will an effective Voice of the Customer program provide the integral listening mechanism for improving customer experience but it will position the contact center where it rightfully belongs in any VoC program – at the center – because your agents have always been the frontline for handling your critical customer interactions.

In this webcast you will gain insight into:

Business imperatives that drive VoC programs
Challenges for VoC at Big Data scale
Omnichannel analytics for the contact center
Cases studies of successful contact center VoC programs
Join Steve Graff, Chief Technical Architect for HP Qfiniti, and Henry Eakland, Director Product Marketing, for a timely and informative discussion about the challenges and benefits of managing a comprehensive VoC program within the contact center. Register now and learn how to put your contact center at the center of a powerful Voice of the Customer program.

Xentrax in Moncton

Come visit Xentrax in Moncton [November 6 & 7] at the 2013 Contact Atlantic show. Contact Atlantic is the largest contact centre conference and Expo east of Montreal drawing over 250 contact centre professionals from across Canada as well as delegates from the US and Europe.

Xentrax Session at Telecom 2013 in Toronto

Attend Xentrax Session at Telecom 2013 in Toronto on “Using Meaning Based Computing to Drive Agile Customer Experiences” Today’s contact centre, mobile, web, video, social media and other emerging technologies have given a new, stronger voice to your customers. Regardless of the many technologies employed across different channels and devices, your customers are demanding multi-channel agility.

Turn Big Data Into A Big Win For The Contact Center

Turn Big Data Into A Big Win For The Contact Center – Webcast by American Marketing Association (AMA) & HP OpenText. Much more than a buzz word, Big Data is a very real business challenge, especially for the enterprise trying to deal with the exponentially increasing volume of data that must be managed by CRM systems.