The US Contact Center Decision-Makers’ Guide 2014 Platinum sponsor CONTENTS CONTENTS .........................................................................................................................................2 LIST OF TABLES ..................................................................................................................................5 INTRODUCTION AND METHODOLOGY .............................................................................................. 12 HOW TO USE THE REPORT............................................................................................................................ 12 SEGMENTATIONS ....................................................................................................................................... 13 VERTICAL MARKETS .................................................................................................................................... 13 SIZE BAND ................................................................................................................................................ 14 CONTACT CENTER TYPE ............................................................................................................................... 14 THE STRUCTURE OF THE DATASETS ................................................................................................................ 14 DISTRIBUTION AND USE OF THIS REPORT......................................................................................................... 16 IMPROVING QUALITY AND PERFORMANCE....................................................................................... 17 INTERACTION RECORDING ........................................................................................................................... 18 CUSTOMER INTERACTION ANALYTICS ............................................................................................................. 25 The Commercial Applications of Interaction Analytics ....................................................................... 29 Business Insight and the Use of Interaction Analytics ........................................................................ 44 CROSS-SELLING, UPSELLING & DESKTOP OPTIMIZATION ................................................................................... 45 The Agent Desktop ............................................................................................................................. 45 Profit Maximization, Cross-selling & Upselling .................................................................................. 55 CUSTOMER EXPERIENCE MANAGEMENT & IMPROVEMENT ................................................................................ 59 Factors in Achieving Customer Satisfaction ....................................................................................... 60 Customer Satisfaction Measurement Techniques .............................................................................. 61 Using Customer Feedback .................................................................................................................. 64 Customer Satisfaction by Channel ..................................................................................................... 66 Complaints ......................................................................................................................................... 67 MAXIMIZING EFFICIENCY AND AGENT OPTIMIZATION ...................................................................... 70 CONTACT CENTER PERFORMANCE METRICS.................................................................................................... 71 Agent Activity .................................................................................................................................... 74 Performance Metrics ......................................................................................................................... 77 The Role of First-Contact Resolution .................................................................................................. 79 ALTERNATIVE CONTACT CENTER MODELS ...................................................................................................... 83 Virtual Contact Centers ...................................................................................................................... 84 Homeworking .................................................................................................................................... 89 The Enterprise as the Contact Center ............................................................................................... 103 IP AND CONVERGENCE ............................................................................................................................. 105 INCREASING EFFICIENCY AND EFFECTIVENESS WITHIN THE CALL ......................................................................... 111 Payment Cards and Security ............................................................................................................ 112 Customer Identity Verification ......................................................................................................... 113 2 CALL-BACK, QUEUE MANAGEMENT AND ROUTING ........................................................................................ 120 Call Routing ..................................................................................................................................... 121 Virtual Queue Management ............................................................................................................ 128 MULTICHANNEL WORKFORCE MANAGEMENT ............................................................................................... 134 Forecasting ...................................................................................................................................... 135 Scheduling ....................................................................................................................................... 136 Adherence and Reporting ................................................................................................................ 136 HEADSETS .............................................................................................................................................. 144 Headset Replacement and Manufacturers ...................................................................................... 146 Wireless and IP Headsets ................................................................................................................. 147 Acoustic Shock ................................................................................................................................. 150 NEW MEDIA AND THE CUSTOMER OF THE FUTURE ......................................................................... 151 MULTICHANNEL MANAGEMENT ................................................................................................................. 157 Email Management ......................................................................................................................... 162 Multimedia Blending ....................................................................................................................... 167 Customer Satisfaction by Channel ................................................................................................... 170 Web Chat and Web Collaboration ................................................................................................... 171 SELF-SERVICE .......................................................................................................................................... 176 Developments in DTMF IVR.............................................................................................................. 185 Outbound Self-Service ...................................................................................................................... 188 Visual IVR ......................................................................................................................................... 189 Self-Service Channels: e2e and ‘VIPA’s ............................................................................................. 191 SOCIAL MEDIA ........................................................................................................................................ 192 Social Media Management and Ownership ..................................................................................... 194 The Effectiveness of Social Media .................................................................................................... 197 THE MOBILE CUSTOMER ........................................................................................................................... 201 Mobile Websites .............................................................................................................................. 203 Smartphone Apps ............................................................................................................................ 204 Contextual Data: The Great Mobile Opportunity ............................................................................. 206 Use of Mobile Service Functionality ................................................................................................. 207 Cross-Channel Escalation ................................................................................................................