Resource Library: White Papers
Back Office Papers
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The Back Office: The Next Competitive Battlefield Many organizations underestimate the impact that their back-office operations — the areas that support delivery of products and services sold — can have on customer satisfaction and overall enterprise efficiency. This paper examines how organizations can effectively assess their back-office operations and use technology adapted from the contact center environment to increase productivity, minimize costs, and enhance the customer experience  File Size: 258 Kb |
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Customer Interaction Analytics Papers
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Fundamentals of Contact Center Analytics This paper addresses the underlying technology and value of contact center analytics, including speech analytics, data analytics, and customer feedback surveys. The paper provides insight into how these solutions can help centers mine customer interactions for actionable information on customer opinions, product and service issues, and competitive intelligence to deliver greater value to their parent organizations. File Size: 207 Kb |
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Gaining the Vote of the Customer: Using Analytics to Create and Deliver Winning Customer Service Strategies Today’s enterprises have an unprecedented number of opportunities to build their image and brand with consumers. Although having more ways to reach customers ought to make it easier to attract and retain them, the task has become far more difficult. This paper examines how customer interaction analytics solutions can help contact centers better position themselves to win the vote of the customer—not just once—but again and again. File Size: 177 Kb |
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Desktop and Process Analytics Papers
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Desktop and Process Analytics: A Powerful Solution for Business Process Improvement While few organizations would dispute the need to maintain visibility into their business processes and workflow, many struggle with the task. This paper examines how Impact 360 Desktop and Process Analytics can provide visibility into business processes for customer service operations, helping organizations detect and correct flaws while identifying process improvements and best practices. File Size: 1034 Kb |
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Quality Monitoring Papers
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Contact Center QA Guide: Building a World-Class Quality Assurance Program by DMG Consulting Contact center quality assurance (QA) is an ongoing business activity that provides valuable insights into agent, customer and contact center service delivery performance and opportunities. The primary goal of any QA program is to verify and ensure that a company’s contact center services are being performed in a manner that meets or exceeds internal requirements and customer expectations. Well-designed and effective QA programs demonstrate a company’s commitment to its customers and agents, and are essential for building world-class contact centers. This Guide is a “cookbook” for building a strong, effective and well-received QA program. File Size: 1956 Kb |
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The Reinvention of Quality Monitoring - New Implications for Today's Enterprise Although traditional quality monitoring has served enterprises well in the past, it falls short in today's internet-enabled business world. This paper addresses the shortfalls of traditional quality monitoring and discusses how quality monitoring is being reinvented to meet the needs of successful enterprises now and in the future. File Size: 198 Kb |
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Recording Papers
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Mobile Phone Recording: A Verint Technical Brief Financial institutions commonly record calls on fixed lines as part of their regulatory requirements, and regulators are looking to extend this requirement to mobile phones. In the UK, for example, the Financial Services Authority (FSA) is currently consulting on making this a mandatory requirement to be introduced by the end of 2010. This paper presents an overview of the process through which Verint software enables mobile phone recording. File Size: 874 Kb |
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Payment Card Industry Data Security Standards (PCI DSS) Guide for Contact Center Management by DMG Consulting Part of DMG Consulting’s Quality Management/Liability Recording Product and Market Report, this insightful guide provides an overview of the Payment Card Industry Data Security Standard (PCI DSS), defines the circumstances under which it must be implemented, and details its impact on today’s contact centers and customer service operations. Protection of personal and non-public information is a serious matter, and an area where contact centers play a critical role. File Size: 970 Kb |
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Quantifying the Business Value of IP Recording White Paper This paper focuses on the business drivers that make recording VoIP interactions a compelling proposition. It offers examples of how companies across various industries have discovered value in VoIP interaction recording and suggests how VoIP can help optimize your business or workforce in ways you may not have previously considered. File Size: 182 Kb |
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Workforce Management Papers
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A Primer on Strategic Planning in Today's Contact Centers Few contact center managers have the time to sit back and reflect on what their operations will look like in the future. However, strategic planning is vital for a contact center to fully leverage its resources and meet evolving business challenges. This paper explains the strategic planning cycle and provides recommendations on how to get started with this important activity. File Size: 218 Kb |
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New Directions in Workforce Management For years, workforce management (WFM) has been synonymous with contact center forecasting, scheduling, and adherence. However, today’s WFM solutions are capable of providing far more insight and business value—not just in the contact center, but in other areas of the enterprise as well. This paper examines the capabilities and benefits available through the latest developments in WFM technology. File Size: 200 Kb |
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Spreadsheets and Workforce Management: An Odd Couple This paper discusses workforce management from the perspective of small and medium contact centers. It reviews the manual forecasting and scheduling process, identifies problems associated with using spreadsheets, and explains how a robust workforce management (WFM) solution can be particularly helpful to smaller centers. File Size: 393 Kb |
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The Reinvention of Workforce Management - New Implications for Today's Enterprise Various external drivers are reshaping contact centers today, necessitating an expansion of workforce management system capabilities beyond forecasting and scheduling. This paper examines the drivers around this movement and explains how workforce management has been reinvented to help centers meet new challenges. File Size: 209 Kb |
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Workforce Optimization Papers
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Analytics-driven Workforce Optimization: An Essential Approach to Enterprise Customer Service Increasingly, organizations are using analytics to better understand what customers think about their products, services, policies, and service representatives. This paper examines how speech and data analytics and customer feedback surveys can offer deep insight into customer behavior and opinions—a critical step that can extend the reach of workforce optimization beyond the contact center, into other areas of the enterprise. File Size: 258 Kb |
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Customer Service Analytics: A New Strategy for Customer-centric Enterprises This paper profiles customer service analytics, an essential part of an enterprise strategy for improving the efficiency and effectiveness of customer service, driving down costs, and building a cycle of continuous performance improvement across the entire customer service value chain. File Size: 307 Kb |
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Home-based Agents and Workforce Optimization Today, economic and social drivers have led organizations to consider deploying home-based agents. This paper highlights the unique management challenges inherent in home-based agent models and explains why a workforce optimization (WFO) infrastructure is a key factor for success in this environment. File Size: 333 Kb |
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Perfecting the Corporate Performance/Customer Delight Relationship Since the inception of the contact center, optimizing corporate performance and customer service have, for the most part, been pursued separately. In this paper, Customer Interaction Group (CIG) explores today’s evolving customer service operations, the major issues affecting the focus of C-level executives, the balance of corporate performance and customer delight, and the strong correlation between a company’s customer satisfaction level and its financial valuation. File Size: 456 Kb |
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Voice of the Customer This paper discusses the importance of capturing the voice of the customer through real-time customer feedback, quality monitoring, and speech analytics to provide actionable information for improved decision making. File Size: 181 Kb |
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What Senior Management Needs to Know and Do About the Customer Experience Today, companies are competing for a bigger share of their customers’ wallets. What is your company doing to improve the customer experience? This paper from PowerHouse Consulting is based on more than 20 years of observing actions taken and results produced by companies and executives—and how they impact the customer experience. File Size: 279 Kb |
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Workforce Optimization: A Business Process Increasingly, organizations are using analytics to better understand what customers think about them. When deployed as part of a workforce optimization (WFO) solution, analytics can extend the reach of WFO beyond the contact center into other areas of the enterprise to enhance the customer experience, drive down costs, and improve competitive advantage. File Size: 229 Kb |
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