My professional experience, goals, and specialties are:
After nearly 20 years of management I have a broad rage of call center leadership experience that I can share. The range can be anything from performance measurements, metrics and how to track them, HR related issues and what technology can and can not be expected to fix.
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So Sorry I have not replied earlier - Just as an overall strategy you might consider having one of the big guys host you for a few months to try them out vs outright purchase of licenses- generally speaking (if there is such a thing) big capital investments might not make sense for smaller companies - some providers have lease with credit toward purchase that is also worth exploring
So.. there are a few things you should do to get objective advice - download the latest from Forrester/Jupiter - paper will cost a few hundred but worth it.. also look at industry research (on ICMI and by key consulting firms)
There are generally 3 key components you want to have/understand value of the provider in meeting these
- Volume forecasting tools/analytics, with key event tracking
- Real time load balancing/volume routing/trigger recommendations
- Scheduling with off phone time planning
-Integration plugs or data load plugs to compare to paid time/mainframe activity etc
You want to assess your immediate needs first and make a needs matrix with your RFI
Some of the bigger players are IEX TCS - Newer but now established Blue Pumpkin- there are more and we can chat if you want - but start with assessing your needs
Older and somewhat outdated Pipkens Emps Kronos
Bill there are a few "supplier types" that would be welcomed into the group if I can get it rolling. You are certainly one of those. My reason for posting that limitation was due to the overwhelming number of "in-your-face" vendors that stalk the internet trying to sell me everything and everything ever invented! I'll put your name on the list of members! Thanks Bill!
I am very familiar with Interactive Intelligence, having closely considered that technology when I started up Alpine Access. That was 10 years ago, though, and I know you have made great strides since then. Who is your rep in the Denver area now? I know the rep I worked with back then is over at Siemens now.
Hi Bill! Thanks for the offer. I don't know if you heard my comment early on in the call, but we are far from being ready to blend our points of contact, although I am excited about the opportunity in the future. We are slow with technology and are currently working on other things. I would say we won't even be there for another year or two...which is rather disappointing, but the reality I have come to live with. I'd love it if you would stay in touch and maybe someday we will be ready to talk with you about it. Thanks!