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The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation

The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
By: Donna Fluss
Publisher: AMACOM
Pub. Date: August 26, 2005
Print ISBN-13: 978-0-814-47256-9
E-Book ISBN-13: 978-0-814-42908-2
Pages in Print Edition: 208
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Overview

New technology and best practices to turn your contact center into a revenue generator.

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Top Level Categories:
Business

Sub-Categories:
Business > Quality Management

Table of Contents

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Acknowledgments

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1 Transforming Contact Centers into Real-Time Enterprises

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Redefining the Contact Center's Mission

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Reactive to Proactive: The Challenge of Transition

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Twelve Top Trends in Contact Centers

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Seizing Opportunities for Growth

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Contact Center Maturity Checklist

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2 The Development of the Real-Time Contact Center

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What Is a Real-Time Contact Center?

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From Call Router to Service Provider: The Expanding Role of the Real-Time Contact Center

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Operational Efficiency: The Phone Center Stage

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Increased Productivity: The Call Center

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Flexibility and Integration: Contact Centers and Customer Relationship Management

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Technological Innovation: Emergence of Internet Protocol Technology

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Maximizing the Value of Each Contact: The Advent of Real-Time Contact Centers

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Achieving Outstanding Service: Optimizing People, Process, and Technology

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Contact Center Cost Structure

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Added Value of the Real-Time Contact Center to Sales and Marketing

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Real-Time Contact Center Evaluation Checklist

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3 Contact Center Infrastructure

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The Changing Business Landscape Alters the Contact Center's Mission

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Essential Components of Contact Center Infrastructure

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Self-Service: Interactive Voice Response

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Network Management

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Universal Queue

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Role of Internet Protocol in Real-Time Contact Centers

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Contact Center Internet Protocol Value Proposition

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Acquiring Appropriate Contact Center Infrastructure

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How to Pay for Your Contact Center: Financing Model

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Selecting the Right Vendor

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Security and Backup

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Four Key Technology Factors to Consider Before Purchase

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Purpose and Channels

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Contact Center Infrastructure Best Practices Checklist

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4 The Power of Speech Recognition for Self-Service

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Self-Service: From Cost-Saving Necessity to Customer Requirement

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Adapting Service to Changing Customer Behavior

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Speech Recognition Is Ready for Prime Time

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Benefits of Speech Recognition

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Speech Recognition Best Practices

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Hard Benefits: Financial Reasons to Invest in Speech Recognition

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Soft Benefits: Indirect Gains from Investment in Speech Recognition

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Speech Recognition Return on Investment

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Speech Recognition Costs

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Cost Savings of Speech Recognition

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Expanding Self-Service with Speech Recognition

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Speech Recognition Application Development Standards: Paving the Way for Future Growth

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The Speech Recognition Market

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Speech Recognition Implementation Checklist

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5 Designing, Building, and Maintaining a Vibrant E-Service Strategy

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Designing a Compelling Web-Based Self-Service Environment

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Key Steps to Building the E-Service Environment

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Standard E-Service Modules

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Selecting an E-Service Vendor

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Best-of-Breed E-Service Point Solutions

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Enterprise Resource Planning Providers

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E-Service Application Selection Guidelines

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The Selection Process: What to Consider Before You Buy

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Product Functionality: Buy Only What You Need

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Best-of-breed Versus Suite

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E-Mail Customer Service

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Improving E-Mail Response Service Levels

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Surveying to Ensure Customer Satisfaction

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Internet Security

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E-Service Best Practices Implementation Checklist

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6 The Strategic Role of Quality Management and Liability Recording

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The Financial Benefits of Quality Management

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Overview of Quality Management/Liability Recording Market

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Quality Management/Liability Recording Segments

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Quality Management Product Capabilities

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Standard Quality Management Suite Capabilities

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Complementary Modules

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Quality Management/Liability Recording Market

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Market Consolidation and Expansion

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Quality Management/Liability Recording Trends

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Quality Management Best Practices

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Quality Management Checklist

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7 The Role of Performance Management in Real-Time Contact Centers

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What Is Contact Center Performance Management?

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Fundamental Functions of Performance Management

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The Benefits of Performance Management

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Building a Successful Performance Management Program

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Winning Organizational Support for Performance Management

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Performance Management Market

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Performance Management Readiness Checklist

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8 Productivity and Quality Enhancement Systems in Real-Time Contact Centers

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Optimize Staffing: Workforce Management Applications

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Improve Agent Productivity and Customer Satisfaction with Workforce Management

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Workforce Management Best Practices

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Selecting a Workforce Management Solution

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The Workforce Management Market

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Surveying Software

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Real-Time Surveying Benefits

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Evaluating and Selecting Surveying Tools

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What to Look for in a Surveying Solution

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E-Learning: Computer-Based Training

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Getting the Most from an E-Learning Program

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E-Learning Best Practices

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E-Learning Vendors

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Implementing a Knowledge Management Program

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Common Uses of Knowledge Management Applications

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Benefits of Knowledge Management Applications

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Critical Functions and Benefits of Knowledge Management Systems

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Knowledge Management Marketplace

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Knowledge Management Best Practices

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Cost-Justifying Contact Center Technology Investments

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Productivity and Quality Enhancement Systems Checklist

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9 Real-Time Analytics: Conquering the Unstructured Data Challenge

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Real-Time Analytics Defined

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Integrating Contact Centers into Corporate Strategy with Real-Time Analytics Applications

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Benefits of Real-Time Analytics

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How Real-Time Analytics Works

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Early Adopters Enjoy Great Results

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The Real-Time Analytics Market

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Real-Time Analytics Best Practices

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Real-Time Analytics Readiness Checklist

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10 Contact Center Staffing and Management

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Organizing and Staffing a Real-Time Contact Center

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Common Contact Center Job Descriptions

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Combating Agent Attrition: The Contact Center's Role in Career Development

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Hiring Best Practices

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Training: Key Component of a Successful Contact Center

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Training Types and Methods

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Evaluating the Performance of Contact Center Agents

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Productivity Measures

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Contact Center Performance Management

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Managing Agent Attrition

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Determining Optimum Staff Size and Site Location

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Contact Center Management Success Checklist

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11 Building and Managing Contact Centers

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The Pros and Cons of Different Acquisition Models

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Building an In-House Contact Center

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Factors Critical to the Success of an In-House Center

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Determining if Outsourcing Is the Right Choice for You

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Deciding What Functions to Outsource

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Outsourcing Best Practices

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Best Practices for the Outsourcing Transition

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Maintaining the Real-Time Advantage Using an Outsourcer

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Hosted Solution: On-Demand Application Service Providers

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Is Hosting Suitable for Your Contact Center?

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Contact Center Hosting Market: What's Available

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When to Use Consultants

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Tricks for Successfully Managing Consultants

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Best Practices for Managing Consulting Engagements

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Controlling Consulting Costs

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Consulting Market

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Building In-House Versus Outsourcing Checklist

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12 Navigating the Offshore Landscape

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The Offshore Outsourcing Economics Argument

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Not-So-Hidden Outsourcing Costs

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Nonfinancial Site Selection Criteria

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Offshore Contact Center Models

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Contact Center Selection Process

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Creating a Detailed Request for Proposal

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Final Selection

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Service Level Agreements

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Contract Terms and Conditions

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Managing the Relationship

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Offshore Outsourcing Best Practices

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Offshore Outsourcing Market

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Offshore Outsourcing Checklist

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13 Creating a World-Class Real-Time Engaged Contact Center

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What Is World-Class Service?

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Role of Senior Management in Providing World-Class Service

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Best Practices for Building and Maintaining a World-Class Contact Center

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Building a Culture of Constant Change

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Migrating from a Call Center to a Cost-Oriented Contact Center

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Key Management Practices

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Essential Technology and Application Enhancements

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Migrating from a Cost-Oriented to a Profit-Oriented Contact Center

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Key Strategies for Profit-Oriented Centers

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Core Management Practices

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Core Technology Enhancements

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Migrating from a Profit-Oriented Contact Center to a Real-Time Engaged Contact Center

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Key Strategies for a Real-Time Engaged Center

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Key Management Practices

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Core Technology Enhancements

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World-Class Contact Center Checklist

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14 Maximizing the Benefits of the Real-Time Contact Center

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Technology: An Essential Enabler of Real-Time Contact Centers

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Contact Center Investments: The Return on Investment and Total Cost of Ownership

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Building a Real-Time Contact Center

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Glossary of Abbreviations and Acronyms

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Index

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