ICMI's Customer Management Insight - April 2008 - (Page 29)

SPECIAL FEATURE BEST OF SHOW Products to Love: The Best of Call Center Demo Miami BY THE EDITORS . New offerings target hiring, process tracking and customer feedback by putting job candidates in the simulation chair and assessing their behaviors for performance and compatibility, giving accurate analysis of customer interactions with agents and automation, and gathering customer satisfaction intelligence immediately Most of the attendees of the Call Center Demo and Conference in Miami (February 13-15, 2008) weren’t able to spend Valentine’s Day with their significant others. Fortunately, attendees found plenty to love in the exhibit hall at the show. This year’s hall featured some of the most robust and practical tools and technologies on the market — products that, coupled with solid management skills and strategies, are destined to help contact center professionals take their centers to the proverbial next level, and maybe even start a new level or two. Whether you’re looking for help in staffing your center with topnotch agents, tapping the full potential of the priceless data your center collects each day, or ensuring that your customers love you as much as you think they do, we’re confident that the following solutions — winners of our “Best of icmi’s insight Show” award in Miami — will capture your hearts. PREVISOR’S CONTACT CENTER SOLUTION. Don’t let the less-than- captivating product name fool you: This holistic and predictive agent selection tool can help contact centers efficiently siphon through a slew of job candidates and pinpoint who are the potential stars who will stick around. This new solution, which combines the power of job simulation and comprehensive behavioral assessment software, accurately predicts on-the-job performance as well as retention, thus helping centers streamline hiring and reduce recruiting and training costs. The Contact Center Solution features four interactive simulations that present agent candidates with realistic customer calls. The simulations assess each candidate’s ability to use available information and respond to customer needs, navigate screens, and accurately and efficiently enter data. The behavioral assessments help measure competencies such as service and achievement orientation, conscientiousness, customer focus, problem-solving skills and ability to multitask. There is even a retention component designed to identify candidates who are likely to remain in the contact center for at least 90 days (the period during which a high percentage of agent turnover occurs). While many vendors claim that their agent selection tools are effective, PreVisor has backed up its words with real results: Studies of contact centers piloting PreVisor’s product reveal very favorable correlations between assessment scores and performance and retention. Some key findings include: > In a broadband communications company, agents who scored high on the preemployment assessment generated significantly more www.icmi.com | APRIL 2008 29 http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008

ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer

ICMI's Customer Management Insight - April 2008

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.