Why My Company Is On The Cutting Edge: Testimonials From Organizations In The Customer Care Arena
Learn more about these cutting edge companies...
January 31, 2012
Learn more about these cutting edge companies....Send a 100 word testimonial of your company's cutting edge service or product to: nosa.eke@callcentertimes.com for listing consideration on this page.
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HireIQ Solutions, Inc.
HireIQ Solutions, Inc. helpscustomer service organizations improve hiring decisions, reduce recruiting costs and increase talent performance using its proven predictive performance technology. HireIQ’s hiring optimization suite - including InterviewIQ, its virtual interviewing solution, and LanguageIQ, it’s English-language fluency and proficiency solution - uses rich media, web and voice response technologies to automate the phone screening process, resulting in better-qualified candidates presented during the hiring process. Employees hired using HireIQ’s talent performance optimization suite demonstrate increased speed to competency, reduced attrition and improved sales and service performance. HireIQ is a privately held company based in Atlanta, GA. For the latest HireIQ news, please visit: http://www.hireiqinc.com/resources/press.
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SpiceCSM : http://www.spicecsm.com/category/press/
SpiceCSM offers a variety of customer support management options for business looking to provide excellent support for their customers. The saas based application allows for anytime anywhere access with just an internet connection.
Case and Ticket Management: Create, edit, and view tickets for each of your customers.
Business Rules Engine: Automate tasks, send customer satisfaction surveys, and modify ticket parameters all without lifting a finger.
Guided Process Workflows: Keeps your agents following your processes each and every time while gathering the information your company needs.
Reporting & Analysis: Make critical business decisions and improve operational efficiencies by reporting on pertinent data.
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Customer Relationship Metrics
Website: www.metrics.net
Re: Why my company is on the cutting edge…
Customer Relationship Metrics is on the cutting edge because of people and their inventions and discoveries with transforming data in to action.
When Chris Lah from Cincinnati Children's Hospital talks (http://youtu.be/Pomx2lPSqMg) about customer experience analytics and the role it plays in his contact centers, you know how different and important working with the talented people at CRM is.
Because the company is owned by an academic, the client services team not only serves they also teach. They have release many complimentary ebooks (http://metrics.net/blog/call-center-ebook-library/) that cover important topics like speech analytics, social media, and first call resolution.
It is amazing to be part of an organization that creates a more exciting future.
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Measure What Matters
Since 2003 The Taylor Reach Group, (Taylor Reach) has assisted call centers of all sizes, in all verticals across the globe to deliver superior customer interaction services. You know that customer focused metrics like CSAT, FCR and Net Promoter are the best for gauging your centers performance. Today you can report on these metrics down to the agent for less than $40/agent per month.
See our website http://thetaylorreachgroup.com/quality/customer-quality-reporting-true-customer-satisfaction-measurement for more information.
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Bay Bridge Decision Technologies offers CenterBridge, contact center strategic planning software. CenterBridge provides fast and accurate analysis of the most common and complex contact center scenarios. Planners can develop weekly, monthly, annual, and multi-year planning scenarios for inbound phone, outbound phone, email, IM, casework and processing across the entire enterprise, including multiple sites across geographical regions. CenterBridge performs thousands of calculations per second to deliver instantly the optimal solution to your most complex business questions
http://baybridgetech.com/2012/01/10/contact-center-strategic-planning-software/
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Cicero Inc. provides solutions that enable business transformation of enterprise interactions across companies and government organizations. Cicero XM technology delivers this capability via an innovative combination of desktop integration, automation, presentation and analytics capabilities, built to transform customer interaction into the most powerful marketing and branding asset a company can own. Cicero stands out among other software solutions for its ease of configuration and change control eliminating up to 90% of the change control costs and time, providing the ability to deliver actionable intelligence through efficient combination of telephony and interaction data, and delivering immediate benefits with an ROI in less than 6 months.
Learn more about Cicero XM: http://www.ciceroinc.com/index.php/products/cicero_xm_summary
View press releases: http://www.ciceroinc.com/index.php/about/news
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Evolv is the leader in providing data driven workforce selection to call centers. Evolv’s unique approach to screening and selection science delivers measurably better employees and business results. Evolv’s customers include numerous call centers around the world including 3 of the top 5 Global BPOs. Evolv’s success is based on its use of employee performance data to tune and refine assessment scoring algorithms for each of its clients. By optimizing the assessment for each client’s unique KPIs, Evolv delivers results that are far superior to traditional assessments, increasing productivity by 15% while lowering early attrition by 30% or more.
Visit: www.evolvondemand.com
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1-800 We Answer Answering Service is a full service telecommunications company providing a complete range of telephone answering, call center order taking, market research, fax, mail, virtual office, live operator, telemarketing and phone system services to businesses and individuals. Our professional, courteous live operators are headquartered in the heart of Manhattan, with regional offices in Boston, Miami ,Jacksonville, Baton Rouge, Philadelphia, Montgomery and Kansas City .We are staffed 24/7 and offer professional script writing tailored to your individual business. 1-800 We Answer Answering Service has satisfied thousands of clients for over 40 years with outstanding, award winning telecommunications services.
Links:
http://www.weanswer.com/callcenterleads
http://www.weanswer.com/callcenter.html
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CallPoint New Europe JSC
CallPoint New Europe is a multilingual contact center and BPO provider, delivering end-to-end solutions rooted in Best Practice approach and Six Sigma expertise. The company has got 1,000 positions across three delivery centers in Eastern Europe.
CallPoint is currently serving 50+ European and North-American leading multinationals in 20+ languages across following main industry verticals: Travel & Leisure; Financial Services; Retail & E-commerce, High-Tech & Media.
Service offering: multichannel customer interaction services, transformation & risk management solutions.
Driven by quality and security of its operations, CallPoint is ISO 9001:2008 and ISO 27001:2005 certified and is a PCI DSS compliant service provider.
Link to: http://www.callpoint-group.com/en/bpo-services.html
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Kimberly Mitchell, president of InterWeave, continues to support leaders in their understanding of the behaviors that create WOW relationships with employees and customers. Since InterWeave’s inception in 2000, Kimberly has supported the coaching efforts of over 5000 leaders and helps them drive significant changes in their organizations. Kimberly continues to provide reinforcement through the re-launch of her blog at www.wowperformance.com. You will find ideas for how to become a transformational leader, strategies for changing your culture and much more! Coaching to WOW, Kimberly’s signature coaching process, inspires participants to change their leadership behaviors and keeps them coming back for more!
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Service Quality Institute is the global leader in helping organizations create a service culture and help them drive superior service by improving the performance of the entire workforce.
www.customer-service.com and www.JohnTschohl.com
I have testimonials both live and in print on www.JohnTschohl.com http://www.johntschohl.com/testimonials.php
We provide leading edge products that change behaviors and attitudes and teach the art of customer service. SQI is the only firm in the world that has enough product where a client can introduce a new program over 3 years every 4 months so a service culture can be created. One shot programs produce one shot results.
Over the last 20 years firms have focused on the flavor of the month without much results. Without something fresh and new every 4-6 months it will be difficult to create a service culture.
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Altitude Software is the leading independent contact centre vendor for unified interaction solutions. With exclusive focus on Contact Centre Solutions for the past 15 years, developing, implementing and supporting unified contact centre solutions, Altitude Software unifies all interactions management from beginning to end, regardless of the channel that a customer chooses to contact your company. More than 900 companies worldwide use Altitude uCI8 to optimise communication with customers, reduce operating costs and boost productivity. The brand new ground breaking release Altitude uCI8 gives customers the ability to leverage from social network activity in real time, focusing on key goals of the organisation’s strategy, and take immediate action to improve productivity and results. All this within a single system to license, learn and operate.
http://www.altitude.com/uk/news-and-events/press-center.html
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Aegis is a world-leading outsourcing services provider, with more than 50,000 employees in 50 locations across 12 countries providing total customer lifecycle management. Many of the world’s leading brands trust Aegis to take care of their customers and their brand equity.
Aegis Quality ensures a consistent and high quality of service whether the engagement is conducted in Joplin, Johannesburg, or Jamshedpur. Our approach focuses on providing the client and Aegis operations with an accurate view of their business, leveraging the call center for business insights, and driving improvements in CSAT, sales, cost and compliance to deliver a better customer experience.
Contact:
Aegis Global Communications
8201 Ridgepoint Drive
Irving, TX 75063
972-830-1800
www.Aegisglobal.com
info@aegisglobal.com
Twitter @aegisonline
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Etech Global Services is a foremost provider of intelligent sales and service solutions utilizing inbound and outbound voice and web chat. We understand the importance of customer relationships. That’s why all of our solution strategies are driven by the ‘voice of the customer’. Our stringent QA process ensures a customer experience that’s always improving. We also gather critical business intelligence data from each customer interaction. We do everything with the highest integrity and quality possible. These differences allow us to provide industry-leading service, stellar CSAT scores, and high performing sales and service solutions that enable our clients to increase revenue and please their customers at the same time.
http://www.etechgs.com/Press-Release/
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Knowlagent
Every day, contact center agents spend 11% of their time idle, waiting for calls. Complied annually, this idle time equals, on average, five weeks of really boring vacation. To help contact centers transform idle time into productive time, Knowlagent developed RightTime, a call center productivity platform that fills idle time with off-phone activities when call volume dips. Using real-time data from ACDs, RightTime directs agents to complete off-phone work from an activity queue that is personalized and prioritized based on business objectives and agent development needs. The end result is improved agent productivity and performance.
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Jacada features a suite of products designed to provide the perfect interaction for your call center agents. By building optimal customer service processes while leveraging your existing desktop applications, Jacada improves the customer service experience for companies around the world. With solutions ranging from Unified Desktops to improved CRM user interfaces and processes, Jacada will be able to do the same for your company. And with a typical ROI of less than 12 months, your choice to partner with Jacada makes sound financial sense. http://www.jacada.com/news/PR367.htm
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SHL
Hire the right agents the first time
With ever-increasing applicant volumes, call center managers are finding it harder to pinpoint the best candidates - and then keep them. SHL assessments help you quickly identify the candidates most likely to succeed in the job - and the one most likely to stay. See how SHL helped EMBARQ dramatically improve their hiring results.
http://www.shl.com/images/uploads/cs_Embarq.pdf
About SHL
SHL is the global leader in talent assessment solutions, driving better business results for clients through superior people intelligence and decisions - from hiring and recruiting, to employee development and succession planning. With a presence in over 50 countries, SHL delivers more than 25 million assessments annually in over 30 languages.
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The Results Companies is a customer contact solutions provider that specializes in service, sales, and tech support for Fortune 500 firms. Established in 1990, Results provides services through over 4,400 agents located in 12 locations worldwide. With a foundation rich in technology and innovation, Results has developed systems designed to improve call management to enhance performance and customer experience. For 20 years, the company has partnered with organizations to grow their customer base and increase their market share. Results uses its understanding of the science of a successful call to make sure customers enjoy superior service every time.
Below is the link to The Results Knowledge Library, which contains content including white papers, case studies, articles and more. For a good example of the kind of material we produce, please download the white paper entitled “Managing the Customer Experience.”
http://theresultscompanies.com/knowledge-library
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Sell More, Type Less
AnswerNet’s Voice2CRM Transcription Service eliminates the need for your sales team to spend countless hours performing administrative tasks, enabling them to spend more time doing what they do best - selling your products or services. A simple call from a sales representative to AnswerNet’s voice recording system is all it takes to have your CRM accurately and efficiently updated on a daily basis. By using AnswerNet agents to transcribe information and enter it into your CRM, the data entry burden is lifted off your sales team’s shoulders.
Website: http://www.answernet.com/voice2crm/
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Established more than 30 years ago, Dialogue Marketing, Inc. provides award-winning customer relationship management (CRM) services to help companies of all sizes and across a wide range of industries acquire, support and retain customers. A proactive partner for its clients and an extension of their business, Dialogue Marketing goes beyond traditional call center services with its more than 1,100 trained employees and unique vertical focuses. Strategic business units for the company, include Donor Dialogue, G2M International, Insurance Dialogue, Social Lift and Ascend. For more information, please visit www.dialogue-marketing.com.
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Transparent BPO was created in 2009 to provide its clients with superior telemarketing services and business process outsourcing at competitive pricing.
Our new state of the art building in Belize City is the home to 220 call center seats and agents that provide top quality call center services.
At Transparent BPO, we provide domestic level quality sales and customer service at near-shore pricing. We have client testimonials to support our claims!
Sales
Lead Generation
Customer Service
Appointment Setting
Data Entry
Oder-taking
Surveys
Welcome Calls
Please contact Lafayette Moran at 1-800-276-5140 ext 3005, lmoran@transparentbpo.com or visit us on the web at www.transparentbpo.com.
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Nicor National’s Call Center has one goal — to provide an exceptional customer experience. That commitment is demonstrated by our partnership with SwordCiboodle. We have benefited from their expertise in designing application software for contact centers, and in 2011 launched our new universal front-end system. Since then, we have realized measurable results that include reducing a customer’s hold time and call transfer rates, as well as the amount of time needed for training. In addition, we have increased First Call Resolution and only ask for customer information once. Our new system has helped us increase both employee and customer engagement ― the perfect combination!
http://www.nicornational.com/service-excellence.cfm
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At Telelanguage, service excellence, quality improvement and customer loyalty are key to our viability as a leader in telephonic interpretation services. Our clients recognize Telelanguage as the most cost-effective at delivering customized telephonic interpretation services with industry-leading quality. At Telelanguage, service excellence is a fundamental requirement of our mission to build the premier global telephonic interpretation services company. Additionally, Telelanguage's award-winning, world-class telephonic interpretation service is rooted in its people, the team members who contribute directly and indirectly to top-quality service delivery.
To find out how Telelanguage can work for you please call (503)459-5655 or visit us at: http://telelanguage.com/SwitchLanguageVendors.cfm
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Contact and Servicing Center from Fiserv provides customized private-label outsourced solutions, both inbound and outbound, to the financial services industry. Designed to reduce costs, add value and increase business agility for our clients, the Fiserv offering includes Customer Service, Collections, Recovery, Lease Maturity Management, Helpdesk Support, Online Banking and Sales Campaigns. Fiserv also offers a variety of back-office functions such as payment processing, imaging and document management, title/UCC management, and vehicle remarketing. By offering on-shore, near-shore and offshore options, we have the flexibility to scale quickly and design a program that maximizes results at a low-cost rate.
Read about Strategic Considerations When Outsourcing
Visit us: Contact and Servicing Center from Fiserv
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Are your IVR and web self-service applications critical elements of your customer service strategy? How about your revenue generation and cost reduction strategies?
If so, you must monitor and test these applications from the outside-in, customer perspective.
IQ Services delivers true end-to-end performance measurements for integrated self-service and communications solutions. We generate real, automated voice and data traffic just like real customers! So we’re platform, vendor and language independent.
With over 15 years of experience, IQ Services is the partner of choice for businesses who require high technology performance and increased customer satisfaction.
Learn More about IVR Monitoring: http://www.iq-services.com/whysignup.asp
Lots of Web & IVR Testing Information: http://www.iq-services.com/Downloads.asp
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inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth.
Case studies on our website: http://www.incontact.com/contact-center-industry-resources/case-studies
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CAS, Inc. Founded by Kate Nasser, The People-Skills Coach, has
released a new info-packed & humorous contact center training DVD that
builds your reps' skills in adapting to USA customers? regional
expectations. From near shore to off shore, this knowledge makes a
significant different in US customer experience and satisfaction.
Filmed live in Kate?s workshops, this DVD brings her 20 years of coast
to coast customer service experience to your call/contact centers
around the globe. Can your reps deal with New Yorkers & Texans?!
Preview at http://katenasser.com/training-dvds. For more info, call
CAS, Inc. 908.595.1515 USA or email: info@katenasser.com.
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Big D Communication
We carry a full line of telecommunication and electronic products, including headsets, recording equipment, telecommuting products, cordless phones, supervisor monitoring systems, Polycom, conferencing equipment, conference bridges, observation/ security equipment, batteries, tape and conventional phone equipment.
We specialize in helping business reduce their cost with regard to peripheral phone equipment. Big D discounts all products 15%-40% off list price. Our years of experience have shown that sourcing this type of product from an experienced service oriented distributor will lower your costs. Big D Communication can provide sales, warranty service and repair of your peripheral phone equipment at reduced rates, saving your company hundreds, maybe thousands of dollars. We also can refurbish any telephone for $69.90 as well as any headset or amplifier for $24.
Please find our internet catalog at www.bigdcom.com Give me a call at 800-444-5217 and I’ll provide you a great quote for any equipment needs. Feel free to contact me if you need additional information or pricing for any communication equipment listed on our web site.
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