Subscribe to this channel for webcasts on the keys to customer experience excellence Sponsored by Microsoft Tellme http://www.brighttalk.com/channel/2187 Tue, 13 Jul 2010 18:00:00 +0000 Operational metrics like call containment rates and average handle time (AHT) are commonly used as key performance indicators in contact centers, but these metrics mislead managers from the business goal of increasing customer satisfaction. These indirect metrics mask problems that cause customers continued frustration, and contact center managers risk making decisions that could actually worsen the experience. In this webcast, Grant Shirk hosts the authors of the latest industry guidance on this topic, Daniel Hong of Ovum and Phillip Hunter of Microsoft. The discussion will explore Task Completion Rate (TCR), a metric that promotes caller success to provide a true indication of application performance that reflects the quality of the customer experience. Microsoft will share how companies have used this metric to identify and prioritize improvements in the caller experience, and also to quantify the ROI of those improvements to demonstrate progress toward the business goals of the contact center. Join us for an eye-opening discussion that will help you get a clearer picture of how your contact center solutions really perform. http://www.brighttalk.com/webcast/2187/21344 Grant Shirk and Phillip Hunter, Microsoft and Daniel Hong, Ovum http://www.brighttalk.com/webcast/2187/21344 customer experience service contact ivr call http://www.brighttalk.com/service/channel/channel/2187/communication/21344/calendar/ics Wed, 17 Mar 2010 17:00:00 +0000 Key insights from Dimension Data’s 13th annual Global Contact Center Benchmarking Survey: More and more organizations are recognizing that the contact center can play a key role in the creation of value for the business. 49.7% of respondents to Dimension Data’s 2009 Global Contact Center Benchmarking Survey ranked one of these “value creation” drivers - new customer acquisition, customer retention, grow the value of existing customers, and increase sales / revenues - among their top three priorities. While contact centers are not taking their eye off operational efficiencies and cost savings, there is a clear and positive shift in terms of what the broader business expects and recognition that when times are tough, contact centers can play a constructive role in business performance. Join Dimension Data and Tellme as they discuss this and other interesting trends that have emerged from the 2009 Benchmark study, how companies can translate these results to new business opportunities, identify enabling technologies available, and the risks to watch out for when implementing new strategies. http://www.brighttalk.com/webcast/2187/6924 Marc Tamres Tellme and Grant Sainsbury Dimension Data http://www.brighttalk.com/webcast/2187/6924 Speech Customer Care Contact http://www.brighttalk.com/service/channel/channel/2187/communication/6924/calendar/ics Wed, 17 Feb 2010 00:15:00 +0000 Believe it or not, your customers want you to contact them, delivering important information – but on their schedule and tailored to their needs. Many businesses have tried to do this, building on the same strategies they use for inbound care, which they quickly discover fail to deliver customer satisfaction and positive ROI. In this complimentary webcast, Tellme shares principles specific to outbound care based on recent user research and successful customer deployments. http://www.brighttalk.com/webcast/2187/6845 Grant Shirk, Director of Industry Solutions, Tellme http://www.brighttalk.com/webcast/2187/6845 outbound speech best practices http://www.brighttalk.com/service/channel/channel/2187/communication/6845/calendar/ics