Plan for Your Call Center with ICMI's Latest Research!
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Centers that are blending inbound and outbound calling today are in the clear minority — partly because they may not have had access to sophisticated tools that make blending feasible.
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Increasing customer satisfaction is a more motivating driver for blending than additional revenue alone.
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Most blended centers, and centers that would consider blending, are seeing or expecting a positive impact on both customer satisfaction and additional revenue generation.
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Inbound call centers that don’t account for (or aren’t even tracking) outbound calls may be experiencing drops in service level as a result.
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Centers have growing confidence that service agents could transition to a selling environment and vice-versa.
21 pages, PDF download (requires Adobe Acrobat or Reader)
- Overview and Executive Summary
- Key Findings
- Study Results
- Respondents’ Background
- Key Components of a Successful Contact
- Challenges to Balancing Call Center Efficiency with the Customer Experience
- Key Metrics for Striking the Balance
- Barriers to Success – Efficiency
- Barriers Challenges to Success – Experience
- Enablers – Efficiency
- Enablers – Experience
- Impact of People, Process and Technology
21 pages, PDF download (requires Adobe Acrobat or Reader)
- Respondents’ Background
- Customer Contact Channels
- Respondents’ Background
- Customer Contact Channels
- Self-Service Transaction Volumes
- Investment in Customer Self-Service Technologies
- Key Drivers for Customer Self-Service Implementation
- Customer Self-Service Channels and Offerings
- Services Offered Via Self-Service Channels
- Rating the Success Self-Service Channels In the Contact Center
- Operating Cost Reductions
- Increases in Customer Satisfaction
- Efforts to Educate and Encourage Customers to Use Self-Service
- Supporting Self-Service Channels
- Web Self-Service Support
- Customer-Centric Self-Service Development
- Impact of Self-Service on Service Level for Live-Agent Telephone Contacts
- The Multichannel Workforce
- Recruiting and Hiring
- Workforce Management
22 pages, PDF download (requires Adobe Acrobat or Reader)
- Forecasting and Scheduling Practices
- Key Forecasting Practices and Strategies
- Forecasting for Email and Chat
- Use of WFM Technologies and Tools
- WFM System Purchasing Process
- WFM System Features and Functions
- Workforce Management Training
- Staffing/Scheduling Practices and Alternatives
- Permanent Part-Time Agents
- Seasonal Agents
- Outsourcing
- Alternative Full-Time Schedules
- Reserve Teams
- Home Agents
- Staff-Sharing Initiatives
39 pages, PDF download (requires Adobe Acrobat or Reader)
TAGS:
Operations Management, Sales in the Call Center, Inbound Sales, Blending sales and service, Outbound sales, People Development, Strategic Value, Reducing/Preventing Costly Contacts, Cost Performance, Customer Satisfaction Measurement/Management, Overall Customer Satisfaction Measurement, Contact-Based Customer Satisfaction Measurement, Employee satisfaction measurement, Agent Satisfaction/Engagement, Self-Service, IVR based self-service, Web-based self-service, People Management, Technology
