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Nuno Periquito - ArticlesNuno Periquito has a ten plus year career in the IT industry managing strategic marketing projects, in multicultural environments with a worldwide reach. As Altitude Software Corporate Marketing Manager, a global leader of contact center solutions, Nuno is a speaker in various industry conferences and manages the relationship with market analysts.
Contact Center Analytics – Business in Real TimeToday, the contact center has become, by its own merits, a key success factor in the corporate business analytics strategy, providing insight and valuable knowledge regarding customer behavior. To capture this gem, companies must know what to look for, what are the critical contact center metrics and KPI’s, where this information is available and how to get it. Value for money – how to determine you contact center ROI?In the past few years, managers and decision makers alike, before making any IT investment decision, want to have a very clear perspective of the financial impact. This includes everything, from hardware, to software, maintenance, professional services and all the other associated costs.
In a cost reduction and financial optimization scenario tools like ROI (Return On Investment) have become critical and its usage is today widespread. Functional blocks to support an oriented First Contact Resolution Contact CenterHow many times have you called a contact center, were unable get a conclusive answer in the first interaction, and were forced to call again and again repeating the same story to a different agent? Many times I’m sure, like the rest of us that increasingly use contact centers for so many things. Is it time for IP Contact Centers?For many VoIP has been an unfulfilled promise. In the old days, during the internet bubble, this technology was seen as something that would revolutionize the company/customer interaction allowing a cheap and more efficient way to deliver data/voice communications.
Unfortunately, like so many times, the technology didn’t lived up to its potential. Broadband was just making its first impact and the technology was still very recent and instable. Voice quality could be sufficient in a mother to son Contact Center Consolidation: An Implementation Roadmap StrategyHow can companies support their distributed agents operations or virtual contact centers more efficiently and, at the same time, consolidate the technology infrastructure and achieve important cost savings?
That is the challenge for many contact centers managers and finding an answer is not risk free, however, a successful path being followed by companies has proved itself. Work at Home agents: distribute your contact center and tap into this unique pool of resourcesThe last couple of years have seen an increase in the number of Home Based Virtual Contact Centers leveraged by the huge traction that the Work at Home agent’s business model is receiving from the industry.
Work at Home agents is not a new idea, in fact; companies have tried to implement this model for several years. What is changing? What are the drivers pushing this business model?
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