TMCnet.com RSS Service - BPA (3rd Party Remote Call Monitoring) http://www.tmcnet.com/ http://www.tmcnet.com/ http://www.tmcnet.com/tmcnet/tmcimg/tmcnet3.gif http://www.tmcnet.com/channels/bpa/articles/339030-internet-service-providers-rank-lowest-customer-satisfaction-ratings.htm http://www.tmcnet.com/channels/bpa/articles/339030-internet-service-providers-rank-lowest-customer-satisfaction-ratings.htm Tue, 21 May 2013 15:19:05 GMT The American Customer Satisfaction Index has released its quarterly update on U.S overall customer satisfaction, which examines the implications of new customer satisfaction benchmarks for top U.S companies in a variety data, voice, and video service industries. It turns out that Broadband Internet Service Providers have the lowest customer satisfaction ranking of any industry in America. http://www.tmcnet.com/channels/bpa/articles/338994-improve-first-call-resolution-rate-with-call-monitoring.htm http://www.tmcnet.com/channels/bpa/articles/338994-improve-first-call-resolution-rate-with-call-monitoring.htm Tue, 21 May 2013 13:19:35 GMT The benefits of a highly satisfied customer are considerable. Recent consumer research and plenty of case studies have shown that poor customer service drives away business, while good customer service spurs greater spending and return visits. What, then, can call center managers look to assess performance and make positive change? http://www.tmcnet.com/channels/bpa/articles/338379-pick-up-pace-somebodys-watching.htm http://www.tmcnet.com/channels/bpa/articles/338379-pick-up-pace-somebodys-watching.htm Thu, 16 May 2013 12:42:47 GMT Third- party remote call monitoring is a great way to obtain actionable feedback on the performance of your call center agents. Sampling live calls and measuring agent-customer interactions against specific standards set forth by expert analysts is a fantastic way to ensure that your staff is creating the best customer experience possible. In fact, data and reports generated from 3rd party remote call monitoring has been shown to have tangible monetary benefits for companies that choose to leverage it. http://www.tmcnet.com/channels/bpa/articles/338179-contact-centers-need-watch-their-step-when-it.htm http://www.tmcnet.com/channels/bpa/articles/338179-contact-centers-need-watch-their-step-when-it.htm Wed, 15 May 2013 11:26:22 GMT If your contact center is like 99 percent of contact centers, you record or monitor at least some of your calls. You may have different reasons for it: to do agent evaluations, to train new agents, to keep agents on their toes or simply to resolve "he said, she said" situations. Alternatively, you may be in an industry that requires all calls to be recorded and kept, like financial services. http://www.tmcnet.com/channels/bpa/articles/337668-you-providing-zombie-customer-service.htm http://www.tmcnet.com/channels/bpa/articles/337668-you-providing-zombie-customer-service.htm Fri, 10 May 2013 14:24:22 GMT If you don't collect customer feedback in your call center, how do you know you're getting it right? The answer is: you don't. A new term for doing the same thing day after day without soliciting opinions from customers has a new name: it's called "Zombie Customer Service." http://www.tmcnet.com/channels/bpa/articles/337157-effective-call-monitoring-lead-tangible-monetary-benefits.htm http://www.tmcnet.com/channels/bpa/articles/337157-effective-call-monitoring-lead-tangible-monetary-benefits.htm Tue, 07 May 2013 15:40:04 GMT Recently, TMCnet listed the ways in which call monitoring can benefit your business. It turns out there is now concrete evidence to support these claims. http://www.tmcnet.com/channels/bpa/articles/336698-we-need-call-recording-disclosures-any-longer.htm http://www.tmcnet.com/channels/bpa/articles/336698-we-need-call-recording-disclosures-any-longer.htm Fri, 03 May 2013 08:27:46 GMT It is well understood that in most situations, it is ethical if not also legally necessary, to inform callers that they are being recorded during a call. That's why contact centers that record customer calls inform the caller that the call may be recorded. http://www.tmcnet.com/channels/bpa/articles/336126-business-benefits-call-monitoring.htm http://www.tmcnet.com/channels/bpa/articles/336126-business-benefits-call-monitoring.htm Mon, 29 Apr 2013 16:37:06 GMT Call monitoring provides businesses of all kinds with data, trends and actionable items that can be used to help guide daily operational activities. In the call center this type of scoring and feedback can help increase the performance of the agent and customer service experience. http://www.tmcnet.com/channels/bpa/articles/335620-bpa-provides-an-in-depth-look-into-its.htm http://www.tmcnet.com/channels/bpa/articles/335620-bpa-provides-an-in-depth-look-into-its.htm Thu, 25 Apr 2013 09:00:00 GMT While most call center training programs focus on training the agents, BPA has found that it is even more important to train the technical staff who will be working with the agents. http://www.tmcnet.com/channels/bpa/articles/335362-every-call-center-needs-bpas-remote-call-monitoring.htm http://www.tmcnet.com/channels/bpa/articles/335362-every-call-center-needs-bpas-remote-call-monitoring.htm Tue, 23 Apr 2013 15:18:23 GMT Remote Call Monitoring is a hot topic in the call center industry, as it gives businesses unbiased, transparent and objective reviews on each call. This is vital to understanding an agent's performance level and each individual customer experience, which is what defines the call center industry: one on one interaction between the caller and agent. http://www.tmcnet.com/channels/bpa/articles/334525-advanced-monitoring-expected-improve-customer-experiences.htm http://www.tmcnet.com/channels/bpa/articles/334525-advanced-monitoring-expected-improve-customer-experiences.htm Wed, 17 Apr 2013 12:12:32 GMT The availability of powerful, next-generation visualized monitoring tools could greatly improve experiences across all customer touch points. Kolmisoft plans to fully integrate billing software MOR and 5gVision, an advanced VoIP and SNMP monitoring system, to enable this capability. http://www.tmcnet.com/channels/bpa/articles/334491-mortgagesat-revolutionizes-customer-satisfaction-measurement.htm http://www.tmcnet.com/channels/bpa/articles/334491-mortgagesat-revolutionizes-customer-satisfaction-measurement.htm Wed, 17 Apr 2013 09:25:35 GMT The MortgageSAT, a customer survey and analytics solution designed to capture consumer feedback, is now available from the STRATMOR Group, in partnership with the GFI Group. This innovative tool will allow lenders to measure and respond to the satisfaction of its borrowers. http://www.tmcnet.com/channels/bpa/articles/334047-logmycalls-offers-an-affordable-outbound-recording-solution.htm http://www.tmcnet.com/channels/bpa/articles/334047-logmycalls-offers-an-affordable-outbound-recording-solution.htm Fri, 12 Apr 2013 09:32:23 GMT Capturing outbound calls gives organizations a tool for monitoring the performance of their employees, marketing campaigns and company and public compliance while they are on the phone. http://www.tmcnet.com/channels/bpa/articles/333502-how-3rd-party-remote-call-monitoring-relates-social.htm http://www.tmcnet.com/channels/bpa/articles/333502-how-3rd-party-remote-call-monitoring-relates-social.htm Tue, 09 Apr 2013 11:30:08 GMT As much money as companies spend time developing a brand and pushing specific messaging out to the target market, it would stand to reason that consumers would form a perception of that brand. If the call center in place to support issues or service questions does not deliver on the value of that brand during customer interactions, that perception is quickly tainted. http://www.tmcnet.com/channels/bpa/articles/332547-importance-monitoring-social-media.htm http://www.tmcnet.com/channels/bpa/articles/332547-importance-monitoring-social-media.htm Tue, 02 Apr 2013 12:31:45 GMT Call recording is an essential tool for call centers that want to provide their customers with top-notch quality care. With such capabilities in hand, organizations are able to provide feedback about agents and supervisors based on live or recorded calls and measure the customer interaction based on their individual criteria. This monitoring process will help call center's increase their agent efficiency and optimize the workforce by managing their performance levels, creating satisfactory customer experiences across the board. http://www.tmcnet.com/channels/bpa/articles/332389-free-video-call-recorder-skype.htm http://www.tmcnet.com/channels/bpa/articles/332389-free-video-call-recorder-skype.htm Mon, 01 Apr 2013 14:01:15 GMT There is so much data in the world, and if analyzed properly it can be used to help any industry predict growth levels and trends that could ultimately increase revenue and productivity levels. http://www.tmcnet.com/channels/bpa/articles/331843-insightspi-announces-debut-business-analytics-solution-oracle.htm http://www.tmcnet.com/channels/bpa/articles/331843-insightspi-announces-debut-business-analytics-solution-oracle.htm Tue, 26 Mar 2013 09:17:21 GMT InsightSPI, a specialist provider of business analytics and business intelligence solutions, has launched Insight for Oracle EBS, a configurable packaged solution for Oracle ERP users. http://www.tmcnet.com/channels/bpa/articles/331692-how-speech-analytics-changing-call-center.htm http://www.tmcnet.com/channels/bpa/articles/331692-how-speech-analytics-changing-call-center.htm Mon, 25 Mar 2013 11:45:13 GMT Although text - in terms of social media, e-mail and online chat rooms - have added yet another layer of intricacy to customer service, voice is still the most important factor a part of understanding customer experience in call centers. All of this data, if effectively measure and analyzed, can provide organizations with the utmost metric tools to measure almost any part of their contact stream. To achieve such customer experience analytical levels CUnet, a provider of postsecondary education market, has chosen Callminer's speech analytics software to make sure that its affiliates are efficiently representing its client brands. http://www.tmcnet.com/channels/bpa/articles/331387-callcopy-updates-its-wfm-suite.htm http://www.tmcnet.com/channels/bpa/articles/331387-callcopy-updates-its-wfm-suite.htm Thu, 21 Mar 2013 12:06:24 GMT For the call center industry, the most important aspect is making sure that customers are satisfied, which is why workforce optimization (WFO) solutions are essential. Features like call recording and speech analytics are some of the best recommended tips for supervisors who are looking to train and monitor their agents, as it gives them them the ability to playback conversations between customers. http://www.tmcnet.com/channels/bpa/articles/331216-truphone-mobile-call-recording-helps-financial-institutions.htm http://www.tmcnet.com/channels/bpa/articles/331216-truphone-mobile-call-recording-helps-financial-institutions.htm Wed, 20 Mar 2013 12:17:32 GMT As the mobility trend surges on the market, it is vital that companies create products and solutions that incorporate mobile capabilities, and thanks to BYOD, especially if they are work-related. Providers have begun creating communication solutions and software for mobile devices that they are being used for occasions that require security and privacy, like call recording.