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QUEZON CITY, Philippines–Call centers tend to be perceived as the 21st century equivalent of industrial factories, physically at least, because of agents that can number by the hundreds answering calls at any given time. Jim Griffin, country manager of APAC Customer Services, explains why the company is making use of a “honeycomb” layout and specially-built chairs to provide a more pleasant working environment and help improve the performance of its call center agents. Video taken by INQUIRER.net reporter Lawrence Casiraya at the company’s facility at the Araneta Center in Cubao on Jan. 15, 2008.
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A webinar from inContact on using customer value to distinguish service levels.

CIC 4.0 offers word spotting in recordings, allowing you to find specific words or conversations much easier. Learn More: www.inin.com

Agoura Hills, Calif. — March 18, 2010

Datatech SmartSoft (http://www.smartsoftusa.com) an industry leader in the address hygiene industry, has released a valuable new software product, AccuMail? Verify – based on its award-winning AccuMail address correction engine – to enable companies to validate postal addresses during data entry.

Easily integrated into native applications, AccuMail Verify provides real-time address validation, utilizing powerful address targeting technology that allows the user to drill down through possible address options as an address is entered, arriving at the complete, validated address in as few as 9 to 14 keystrokes. It works seamlessly within CRM applications, Call Center software, Shipping and Fulfillment systems, Office applications and more.

In the process, AccuMail Verify creates an ?address quality firewall? for any organization that captures customer address data. Poor quality address data costs companies millions of dollars every year in wasted materials, lost communications, additional mailing costs and late payments. Studies show that it is much more cost-effective to catch bad addresses at the point of entry than dealing with the problems later on.

AccuMail Verify is CASS Certified? for accuracy by the Postal Service, meaning that each address is checked for accuracy against the USPS national address database. Missing address elements are added, ZIP+4? codes attached and the address is standardized according to USPS? guidelines.

?AccuMail Verify is a powerful tool for any company that relies on the quality of its customer data.? said Michael Shroyer, President of Datatech SmartSoft. ?Our customers are not only guaranteeing the quality of the data that is entering their organization, they are capturing that data more efficiently, with fewer keystrokes. In a Call Center environment, such keystroke savings translate into cost-savings, with shorter call handling times freeing agents up to take more calls, and leading to greater levels of customer satisfaction with the call process. ?

For a limited time, Datatech SmartSoft are offering 90-day FREE trials of the AccuMail Verify software.

Visit their website at http://www.smartsoftusa.com/accumail-verify.html for more information.

About Datatech SmartSoft, Inc.

Datatech SmartSoft has been creating innovative software solutions since 1995. They provide desktop and enterprise-level solutions for postal address correction, postal discounts, and print workflow management. Their products include the award-winning AccuMail? postal address correction software, the all-in-one address quality and postal presorting solution, SmartAddresser 5?, real-time address validation and keystroke savings software for data entry, AccuMail Verify, and the end-to-end print workflow solution, PressWise. Datatech SmartSoft is a privately held company with offices in Agoura Hills, Santa Barbara, Philadelphia and Montreal. Visit http://www.smartsoftusa.com for more information.

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Alpharetta, GA — April 18, 2010

Knowlagent, the leader in call center talent management software solutions, recently held a webinar and announced the results of its recent At-home Agent Hiring survey. The survey, conducted with inContact, Inc., a leading provider of on-demand call center software and agent optimization tools, found that the number of companies using at-home agents has increased almost 10% in the past year.

According to those surveyed, the increase in at-home programs can be attributed to several factors including overall cost effectiveness ? an at-home agent typically costs a company $ 23/hour compared to the $ 27/hour it costs to employ a U.S.-based brick and mortar agent. Additionally, sales conversions tend to be higher with at-home agents (30% compared to 23% with brick and mortar agents), as well as revenue per hour ($ 178.20 vs. $ 149.27 with traditional in-center agents).

Of those companies surveyed, 73% of at-home agents are existing in-center agents who have been moved home as opposed to new hires, hired specifically to work from home. The majority ? almost 80% – of these at-home agents are full-time employees. By far, the most important quality/requirement for at-home agents, according to the survey, is the ability to work independently. Other important qualities include strong problem-solving skills and a dedicated workspace.

Most of those surveyed ? some 66% – said they use the same recruiting tactics for recruiting at-home agents as they do for in-center agents. Those tactics include phone-only interviews, special referral programs, and posting job opportunities in areas without brick and mortar centers. Only 56% said newly hired at-home agents are brought into a center for part of the onboarding process and 78% said that at-home agents are not compensated differently than in-center agents.

Of those surveyed, 57% said that supervisor-to-agent ratio is the same as it is in the center and 65% said attrition is lower with at-home agents than with traditional agents.

The momentum for at-home agent programs is building, but finding the right talent for these programs is key to their success.

Michele Rowan, former vice president of performance management for Hilton Hotels and current president of Customer Contact Strategies, has placed more than 1,000 at-home agents in both the U.S. and abroad. According to Rowan, there is a specific profile that makes for a successful at-home agent.

At-home agents tend to be a little older ? the average age is 38 compared to 23 in a traditional brick and mortar center ? and they are typically more educated. Almost 80% of at-home agents have college-level experience, 40% have management experience, and 30% are bilingual compared to traditional agents of which only 30% typically have some college-level experience.

?The best at-home agents tend to be stay at home parents, disabled individuals, retirees, senior citizens, graduate students, military spouses and permanent part-time professionals such as writers, artists and sports enthusiasts,? said Rowan. ?Flexible work schedules are attractive to these groups and part-time schedules can expand/retract based on your business needs.?

When moving traditional agents home, expect challenges, Rowan says.

?Agents will need time to adjust to different technologies, a new social dynamic, and the challenges of time management, focus and initiative required to effectively work from home,? she said. ?To find the best agents, ask targeted questions in the interview process about the applicant?s knowledge, skills and abilities to determine if they are a good fit with your company and the job.?

About Knowlagent

Knowlagent is the only talent management software solution specifically developed to meet the unique training, coaching, and hiring needs of the 10 million call center agents around the world. By automating traditional call center management processes, Knowlagent?s solutions for training, coaching and hiring enable clients to hire the right agents and make them better by pushing training and communications when call volumes are low. Knowlagent?s solutions are on-demand, easy to use and require no capital expenditures. Over 200,000 agents and managers around the world use Knowlagent?s talent management software solutions every day. For more information, call 888-566-9457 or visit us online at http://www.knowlagent.com.

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Kevin Garrelts of Instawares talks about using technology to provide differentiated customer service
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Alpharetta, GA — April 23, 2010

Knowlagent, the leader in call center talent management software solutions, announced today that Scott Richter has been named the company?s Chief Technology Officer.

Scott has over 18 years of software development experience in the call center industry. Prior to joining Knowlagent in 2000 as the company?s lead software architect ? a role he maintains today ? Scott worked for nine years in the interactive voice response (IVR) systems space for Computer Communications Specialists, Inc.

In 2007, he played a key role in shifting Knowlagent?s agent performance improvement software and methodology from an enterprise-based solution to an exclusively on-demand offering. By successfully providing its agent performance tools over the Web, Knowlagent has enabled customers to achieve superior business results at a lower cost and in a fraction of the time associated with traditional software and hardware implementation.

As Knowlagent?s chief technology officer, Scott is responsible for the company?s product strategy, direction and development efforts in an on-demand environment.

?Scott is an invaluable member of the Knowlagent team and has overseen our product development for the past decade,? said Matt McConnell, Knowlagent CEO. ?There is no stronger authority on how to effectively align our offerings with our clients? business objectives in the dynamic call center environment. We are excited to welcome Scott to our executive team and feel confident that he will continue to provide excellent products to our customers around the world.?

Scott holds a bachelor?s degree in computer science from the University of Texas at Austin.

About Knowlagent

Knowlagent is the only talent management software solution specifically developed to meet the unique training, coaching, and hiring needs of the 10 million call center agents around the world. By automating traditional call center management processes, Knowlagent?s solutions for training, coaching and hiring enable clients to hire the right agents and make them better by pushing training and communications when call volumes are low. Knowlagent?s solutions are on-demand, easy to use and require no capital expenditures. Over 200,000 agents and managers around the world use Knowlagent?s talent management software solutions every day. For more information, call 888-566-9457 or visit us online at http://www.knowlagent.com.

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Dispositions, Sales, Transfer, Verified Sales, Callback, System Codes
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Switching to inContact from another SaaS provider enabled Frontline to triple revenue and grow at a much faster rate. www.incontact.com
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Sunnyvale, CA — September 23, 2010

Transera announced the winner of the ?Call Center Home Runs? Contest which captured the call center performance improvement ?Home Runs? of companies over the last month.

The winner of an iPad, drawn from all the entries, is William Fritcher, VP Sales at O’Currance Teleservices. O?Currance hit it out of the park by generating a double-digit improvement in sales conversion rates using dedicated agents as opposed to shared agents for a client. O?Currance provides inbound sales, order processing, market research and direct marketing consulting to electronic and direct response television retailers.

Mr. Fritcher said: ?Winning the iPad is great but the biggest reward for me is the opportunity to share our success with other call center professionals. I?m excited to help others benefit from our program and to learn new, proven approaches from the other contestants.?

In the absence of forums available to call center executives to share their experiences and learn from the successes of others, the Call Center Home Runs Contest was designed to collect techniques and initiatives enterprises have used to improve the performance of their call center. Contest entries highlighted a wide range of successful programs companies have implemented. The challenges these programs tackled included agent performance, poor sales performance, and low customer service levels. A compilation of the ?best of the best? contest submissions will be posted shortly on the blog The Business of Call Centers (http://blog.transerainc.com) and will also be available through the Transera website (http://www.transerainc.com).

Key Points:

The Call Center Home Runs contest was open to anyone who works for a call center in North America that has achieved significant performance improvement in the last 24 months. No purchase was required to participate. The contest ended on September 1, 2010.

Transera is compiling all the contest entries into a consolidated list that call center executives can read and apply to their specific environment. The list will be posted on The Business of Call Centers blog at http://blog.transerainc.com.

About Transera

Transera?s virtual call center software intelligently connects global callers and agents, rapidly delivering both top and bottom line results. Our cloud-based solution helps high-volume multi-source call centers manage constantly shifting demands for agent resources, control multiple outsourcers and locations more effectively, and eliminate exorbitant capital expenditure outlays. Addressing these and other call center management issues translates into tangible business results. In fact our customers have already shown they can use Transera to increase revenue and lower total cost of ownership. Transera is a privately-held company based in Sunnyvale, California. http://www.transerainc.com

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