Blogs - Contact Center Performance Forum (CCPF)

49 virtual agent/chatbot developers + 3

Did you ever search for an overview of chatbot/virtual agent developers? Most likely, it was very hard to find. Well, we are happy to announce that from now on, life will be easier! Chatbots.org has identified 49 professional chatbot developers all over the world. Most of them develop automated chat systems for virtual agents in call centers, however many developers are also developing chatbots for entertainment, learning, or companionship. You will find a snapshot of our database listing Nov… Continue

Added by Erwin van Lun on November 19, 2009 at 11:36am — No Comments

Inside the Mind of the Outsource Agency

Inside the Mind of the Outsource Agency By Colin Taylor, Anything you are doing today could be outsourced. This article is not about whether you should or shouldn’t outsource: that is a business decision only you can make. Rather this article strives to provide some insight into the outsource agency’s mind and what lies behind their contact delivery and rate structures. By being informed you will be better equipped in any future dealings you have with outsourcers. All existing channels (calls… Continue

Added by Colin Taylor on November 12, 2009 at 1:40pm — No Comments

Northwinds Lowers Pricing and Adds Some Valuable New Solutions

Northwinds Contact Solutions is excited to share several announcements with you. First of all, we have lowered our pricing for both our Virtual Call Center platform and Outbound IVR solution. Our pricing is now even more aggressive, especially when you consider what is included for the price. In a true apples to apples comparison, I believe our solutions are the best value on the market. We have also added the capability, both in a “brick and mortar” environment and in a “work at home” en… Continue

Added by Darren Prine on November 9, 2009 at 4:03pm — No Comments

Operations Compliance Webinar coming up on Nov. 10th @ 2:00p EST

Please join our webinar hosted by none other than super Kay Jackson and CCPF, sponsored by Contact Center Compliance Corporation, Neustar and PossibleNOW, scheduled for November 10th, 2009 at 2:00p EST. We will be covering elements of back office compliance requirements. Too often the focus is on agent or representative conduct while engaged with the consumer. This webinar focuses on the elements resulting from the call, or commonly called disposition. Records retention (term), recordings reten… Continue

Added by Josh Scism on November 4, 2009 at 3:47pm — No Comments

The Art of Listening: A Key to Customer-Centricity

Curiosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests, you'll find the customer to be more pleasant, interesting and fulfilling to you as well.… Continue

Added by Lynn Hunsaker on October 22, 2009 at 2:00pm — No Comments

Actor/Director Conversation – How to Discern Someone’s Style of Listening by Sean Pratt

10/19/09 SEAN PRATT PRESENTS HIS WEEKLY ARTICLE ON THE BUSINESS OF THE BIZ Actor/Director Conversation – How to Discern Someone’s Style of Listening. Understanding the director’s style of listening, as well as your own, will go a long way to helping you effectively communicate with each other. The story has been told of the director who gave an actor the note, “Okay, the next time you do this scene I want to see some real passion and anger, so really tear up the stage.” So when the actor came… Continue

Added by Sean Pratt on October 16, 2009 at 1:50pm — No Comments

ATA Convention in New Orleans a big hit!

An appreciative call-out to all of those that attended our annual convention in New Orleans last week. The mood was top notch, with everyone extremely pleased with the knowledeable content, quality networking and events better than ever before. The association staff did an incredible job of pulling the event together and I want to personally thank my peers here for their quality work and execution. We've got a very talented team of mature folks that take pride in their work and aim to deliver r… Continue

Added by Josh Scism on October 15, 2009 at 9:31am — No Comments

The Hosted Virtual Call Center: What’s Stopping You?

If you are an extremely small specialty company and only get a handful of calls per week, then a hosted virtual call center is probably not for you. However, for nearly every other company, regardless of size, the call center can save time, money and needless equipment purchases. Remember, the more equipment that you have, the more potentially expensive breakdowns and other issues there will be to deal with. Technology is moving so quickly that as soon as you work all of the kinks out of your ne… Continue

Added by Darren Prine on October 12, 2009 at 7:03pm — No Comments

The Actor’s Business Cycle – Professional Relations: The Good, the Bad and the Ugly of Working in the Biz by Sean Pratt

10/12/09 SEAN PRATT PRESENTS HIS WEEKLY ARTICLE ON THE BUSINESS OF THE BIZ The Actor’s Business Cycle – Professional Relations: The Good, the Bad and the Ugly of Working in the Biz Your participation, attitude and acting performance will be closely watched during and evaluated after each project. The concept of the Actor’s Business Cycle, or ABC™, has been adapted from the corporate world. Taken step by step, these easy to understand concepts will provide you with a powerful tool to realize y… Continue

Added by Sean Pratt on October 9, 2009 at 5:00pm — No Comments

Free eBook: Social Network Marketing, 12 Steps for Success

I got this one from a friend last night and read it cover to cover. This should help us all get to the next level in regards to marketing on social networks and social media. You can download it here: http://tinyurl.com/ybbbdo9

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Added by Leslie Russell on October 9, 2009 at 11:23am — No Comments

Free Ebook on Social Networking and Leveraging Social Media

I ran across this free ebook yesterday on social networking and was very impressed by what I learned. The sections on Facebook and Twitter were by far the best. Here is the location where you can download it from: http://tinyurl.com/ya2xyqo

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Added by Leslie Russell on October 2, 2009 at 3:12pm — No Comments

What's Your Customer Experience Value Quotient?

If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio… Continue

Added by Lynn Hunsaker on October 2, 2009 at 2:50pm — No Comments

Training Must Change ... NOW

The days of all day events and workshops are gone ! Generic e-learning does NOT apply to people's real worlds. We have created innovative system based on concept of "Work Integrated Training". This systems send lessons that are unique to client's employees and real world challenges. The system literally positions management to see actual challenges and needs against real world needs. This increases performance and actual results. check it out: http://salesprogress.pointecast.com/lms/public/1196… Continue

Added by Tim Hagen on September 24, 2009 at 2:26pm — No Comments

Leadership & Strategy- Delivering both through your Contact Centre

“Strategy is envisioning the improbable or impossible. Leadership is inspiring people to attain these” Every business today has a business plan. The Business plan can range from a multiple binders built through months of off-sites, meetings, reworking and reassessments, or it may simply be scribbled on a restaurant napkin. Regardless of the detail and the format all businesses need to have a plan. Every business needs to know where it is and where it is going. Key business units further refine… Continue

Added by Colin Taylor on September 21, 2009 at 4:48pm — No Comments

Web based application to Improve Contact Center Performance...

Capitol Marketing Concepts (CMC) - a full-service incentive marketing agency specializing in enhanced call center performance solutions. CMC has been developing marketing solutions and products for more than two decades. We know what works based on the employee demographic and the pitfalls to avoid in designing your platform. As an ATA member, CMC's experience includes improving contact center performance! CMC rewards can improve your call center's... -Employee Retention -Motivation & Exci… Continue

Added by Brian Layman on September 16, 2009 at 3:50pm — No Comments

Blah on Regulatory...Let's talk the Crescent City, The Big Easy, NOLA, Nawlins, or simply: New Orleans

Greetings CCPF Members! I thought that in this blog, I’d take a break from prognosticating the American political scene or calling out tips and tricks to keep your company on track with compliance. Instead, I’m going to give a brief description of what you’re going to find in truly my favorite get-away city in the U.S.: New Orleans Louisiana. New Orleans is simply a fantastic, beautiful, engaging and recreational city. Its color and architecture are without peer, in my opinion. Sure, Washington… Continue

Added by Josh Scism on September 11, 2009 at 11:04am — No Comments

Require Spanish,French, tengolaian Speaking Centers for outbound process with excellent payout

Campaigns Hi, we are seeking call center for the following process to start immediately having Min of 5 Workstations (Per Shift) or 10 Workstations, excellent Internet connection and Inbound DID (Direct Inward Dialing): US Timeshare Payment Cycle: 15 Days. Type: Appointment setting. Prospects have to stay for 90Minitues and must be inform about Timeshare Current Centers Achievement: 01 - 02 BPD Per Agent. Not Provided: VoIP and Leads. DNC: Scrubbing through DNC List will be Provi… Continue

Added by kavinbrooks on September 11, 2009 at 9:31am — 1 Comment

Benefits and Savings of a "Green" Call Center

I found some fascinating statistics on the "Green" website of my expensive competitor, Avaya, that I thought I would share with you. What are the Green implications of moving or expanding to a Virtual Call Center platform? For Your Business: When your employees work remotely, they put less stress on the environment as well as less stress on your bottom line. You can save on gas, electricity and office space. For example, at an energy cost of #1.65 per square foot, a 100 agent call center cos… Continue

Added by Darren Prine on September 9, 2009 at 4:34pm — No Comments

Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon

You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder… Continue

Added by Lynn Hunsaker on September 1, 2009 at 9:47am — 1 Comment

The Advantages of Using a Managed Service Provider for Call Center Services

When you think of a call center, do you imagine switchboard operators and a noisy background? Managed Service Providers have changed the way call centers operate, and it is for the better. If you could do one thing to enhance the quality of your day –to- day business operations, what would it be? Chances are, you would like to offer better customer service in some way. One way to accomplish that is to ensure that when your clients need to contact you in person, using the good old -fashioned tele… Continue

Added by Darren Prine on August 24, 2009 at 5:40pm — No Comments

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