WebRTC Solutions Industry News

TMCNet:  Call Center Agent Turnover, Retention and Productivity Survey Launched by The International Customer Management Institute

[January 30, 2012]

Call Center Agent Turnover, Retention and Productivity Survey Launched by The International Customer Management Institute

COLORADO SPRINGS, Colo., Jan. 30, 2012 /PRNewswire via COMTEX/ -- The International Customer Management Institute (ICMI), launched its 2012 Call Center Agent Turnover, Retention and Productivity survey in an email solicitation to call centers and vendors around the world and online at https://www.surveymonkey.com/s/ICMIResearchAgentTurnover2012.

This survey examines actionable data and key trends that will help call center and customer care managers, directors and executives make critical decisions, implement new processes and update old ones to ensure that agents have a long and productive career in the call center.

This research revisits one of the call center industry's most popular topics, following up on ICMI's 2007 research initiative on agent turnover and retention.

"Every call center professional knows the impact--and challenge--of keeping good agents and making sure they can perform at their best," said Layne Holley, ICMI's Director of Community Services. "With this research initiative, we hope to help contact center and customer service leaders drive performance in cost saving and customer satisfaction and loyalty. To do that, we need to understand how organizations are motivating, developing, retaining and supporting their agents." Respondents completing the survey between today and Wednesday, February 1, 2012 at 11:59pm EST will be entered into a drawing to win one (1) All-Access Pass to ACCE 2012 (www.icmi.com/ACCE) (a $2,495 value) and one (1) Kindle Fire (a $199 value). The winner will be notified by phone or email and be announced in ICMI's weekly e-newsletter Call Center Insider (http://www.icmi.com/subscriptions) on February 9, 2012.

All respondents who complete the survey by Friday, February 24, 2012 will also be entered into a drawing to win one (1) 8GB iPod Touch (a $199 value) and ICMI's Virtual Library, which includes all 2010/2011 ICMI research reports, plus the report generated from this survey, 12 Traits of the Best Managed Call Centers and the Call Center Management on Fast Forward eBook (a $1,044 value). The winner will be notified by phone or email and be announced in ICMI's weekly e-newsletter Call Center Insider (http://www.icmi.com/subscriptions) on March 1, 2012.

This is an anonymous survey; individual responses will remain confidential and will not be shared or stored.

In May 2012, a free whitepaper on the survey results will be posted on www.icmi.com, and the complete research report will be available for purchase.

Additionally, results and commentary will be presented around the world via a live webinar and podcast (look for these at http://www.icmi.com/webinars and http://www.icmi.com/podcasts).

Funding for the survey is provided by Avaya (http://www.avaya.com/usa/solutions/portfolio--contact-centers). (The underwriter, Avaya, does not have access to individual survey responses, nor will they be shared with the underwriter.) About ICMIThe International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI's experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. Operating across the globe, its events, training, publications, awards and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development. For more information, visit www.icmi.com.

About Avaya Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness.

Learn more about Avaya at http://www.avaya.com/usa/solutions/portfolio--contact-centers.

SOURCE The International Customer Management Institute (ICMI)

[ Back To WebRTC Solutions's Homepage ]

FOLLOW US

Featured Podcasts

Delivering First Class Communications With WebRTC

This webcast captures a recent discussion about WebRTC between Jim Donovan, Director of Product Management at Oracle and Larry Hettick, Editorial Director and Senior Research Fellow at Webtorials. The topics cover WebRTC reliability, interoperability, and security--looking at how Oracle addresses these issues.

Oracle in Enterprise Communications

Most in the industry have heard of the acquisition of Acme Packet by Oracle. What you may not know is that Oracle has a number of telecommunications products including a UC suite, WebRTC Session Controller, and Operations monitoring tools. Oracle is pursuing both the enterprise and service provider.

Featured Whitepapers

ConnectCare & Unified Contact Manager

SPAN's ConnectCare is a WebRTC-based telemedicine app, which allows consumers to easily and instantly avail clinical healthcare from the providers, regardless of their location. This app is extremely useful to healthcare providers, patients and their caregivers alike.

WebRTC Security Concerns

This whitepaper covers two of the most relevant topics in communications industry today: WebRTC and security. We will introduce the problem of security in WebRTC including those traditional VoIP attacks that are going to be present in WebRTC services. Later we will mention ad-hoc WebRTC attacks and protection mechanisms, to close with an overview of identity management solutions.

Migrating Real Time Communications Services to the Web

In the Internet age, businesses that own fixed and mobile communication networks, including traditional Communications Service Providers (CSPs) of all kinds, are being challenged with some tough questions: How do we stay relevant to our customers?

Delivering Enterprise-Class Communications with WebRTC

WebRTC is an emerging industry standard for enabling Web browsers with real-time communications capabilities. It enables enterprises to enhance Web sites, empower BYOD users, and improve video collaboration and on-line meetings, to name but a few examples.

WebRTC Report Extract Reprint

This document examines the growing important of WebRTC, both generally and for telecom service providers. It considers the expanding range of use-cases, the multiple layers of interoperability likely to be desired by telcos, and some implications in terms of network integration and mobility.

WEBRTC SOLUTIONS PAPERS, SLIDES, COLLATERAL

Robust Enterprise Grade WebRTC Systems and Services


The emerging WebRTC standard has become one of the industry's hottest topics – and with good reason. Being able to "communications enable the web" has Communications Service Providers as well as Enterprises busily making plans for deployment. But, as these plans unfold, reality is starting to intrude on those plans. Our expectations of telephony services are much higher than web browsing. We expect the phone to connect instantly, operate with minimal disruption, and work seamless across any network, anywhere, at any time. There is also an understanding that phone service is inherently secure. With WebRTC, the expectation is for these applications to behave in the same manner.

This session looks at the user experience and expectations of a WebRTC Enterprise service. It will also cover how a WebRTC enterprise handles security, reliability, and interoperability within browsers and networks.

ORACLE COMMUNICATIONS WEBRTC SESSION CONTROLLER

The Oracle Communications WebRTC Session Controller enables communications service providers (CSPs) and enterprises to offer WebRTC services – from virtually any device, across virtually any network – with carrier-grade reliability and security.

Sales Presentation: Oracle Communications WebRTC Session Controller

Agenda:
- WebRTC Market and Opportunities
- WebRTC Challenges
- Oracle Communication WebRTC Session   Controller
- Summary

ORACLE COMMUNICATIONS WEBRTC SESSION CONTROLLER SOLUTION

Communication Service Provider (CSP) voice service revenues continue to face pressure due to shifts in communication preferences and competition from non-traditional service providers. Voice communications are now often embedded into applications outside the domain of traditional telephony voice usage. CSPs have been challenged to effectively leverage and monetize new web-oriented communications technologies.