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By chrisr, on February 3rd, 2012
SYMMETRICS: Can you get the information you need from your Avaya Aura Contact Center, Avaya NES or Nortel Contact Center Manager/Symposium systems? Do you want the knowledge and ability to customize existing reports or create new ones that meet your specific needs? Symmetrics’ report design courses enable you to make the most of Crystal Reports to maximize the intelligence gathered from your Avaya Aura, Avaya NES or legacy Nortel call center systems. Symmetrics is globally recognized as the leading Avaya/Nortel and Business Objects/Crystal business partner specializing in reporting and analysis solutions. This is NOT generic Crystal training available through many Crystal partners or training centers; the course and all content isspecifically designed for the Avaya Aura/Avaya NES/Nortel Contact Center/Symposium environments, with actual AACC/CCMS/SCCS data and reports integrated into the course delivery. . . . → Read More: Learn to be an Avaya and/or Nortel Report Guru — in Vegas, Baby!
By chrisr, on December 21st, 2011
 Symmetrics: Avaya call center guru/road warrior Gail McWhorter recently took the Symmetrics community through the coming year’s roadmap for Avaya Aura Contact Center. Get the low-down on goodies coming in the spring for AACC 6.3, Avaya Call Center Elite 6.2, Avaya Aura Experience Portal, predictive dialing and more! VIEW THE WEBINAR at Symmetrics. . . . → Read More: WEBINAR: Avaya Aura Contact Center Roadmap for 2012
By chrisr, on October 3rd, 2011
 CRMxchange: If you’re managing a modern contact center, you may spend half your time getting accurate data about how it’s performing , and the other half trying to prove its effectiveness to the higher-ups — with no time left for actually improving performance. Luckily, this road has been traveled before. Other contact center professionals have cracked the code for better contact center performance by gathering accurate data for key performance indicators (KPIs), benchmarking them against industry standards, and taking action for big gains in productivity and cost reduction.
In this informative and engaging webinar, produced jointly by Symmetrics and partner BenchmarkPortal, you’ll learn:
- How to use performance-gap benchmarking to quickly ramp up agent and team performance
- What sort of ROI you can expect from a simple structured improvement program that’s relevant to your industry
- How to spend less time chasing data and more time tuning up your contact center’s performance
- How to increase caller and agent satisfaction (and YOUR satisfaction) through automated benchmarking
. . . → Read More: CRMxchange Webinar: Where Benchmarking & Business Intelligence Meet
By chrisr, on July 27th, 2011
Avaya: Not to be outdone by rival Cisco, Avaya has announced the release of its Social Media Desktop, which integrates with its Avaya Aura Contact Center suite’s agent desktops. Capabilities include automatic monitoring of customer feedback based on keywords or phrases, sentiment tracking to show positive or negative trending in social media buzz, and . . . → Read More: Social Media Manager Released for Avaya Aura Contact Center
By chrisr, on July 21st, 2011
 BenchmarkPortal: In one of the higher-value giveaways in the industry, BechmarkPortal is offering its RealityCheck becnhamrking survey (normally $500) for free to gather data for its 16th annual Top 100 Call Centers contest. Categories include large (over 250 agents), medium (100-249 agents), and small (fewer than 100 agents). The winner in each category will receive a $2,000 prize towards a celebration of the achievement. Open to U.S. and Canadian call centers only. Enter the contest at BenchmarkPortal.com . . . → Read More: BenchmarkPortal to Pick Top 100 Call Centers from Free Survey
By chrisr, on June 20th, 2011
Siemens: With help from cloud-only contact center provider inContact, Siemens Enterprise Solutions has jumped into the SaaS fray with OpenScape Cloud Contact Center, which it claims makes Siemens “the only vendor to deliver a comprehensive and secure cloud unified communications (UC) solution including voice, mobility, messaging, presence, conferencing, collaboration, video and now contact center.” Under the hood, it seems, OpenScape Cloud is simply re-branded inContact. READ THE PRESS RELEASE at Siemens. . . . → Read More: Siemens Jumps Into the Cloud, with Help from inContact
By chrisr, on May 9th, 2011
 Customer Interaction Solutions: Accurate information, created from data, is the building of block of effective decision-making, such as whether to increase or reduce staffing levels, boost training, increase first contact resolution (FCR), adjust offers or launch new mobile, social media or telemarketing campaigns. And as any manager can tell you, you can never have enough high quality information in your hands fast enough, especially in today’s economic climate where there is little room for errors or missed opportunities to grow business and cut costs. Contact centers provide data in abundance, and more so as customers increasingly interact with organizations over a multiplying array of channels. Every call, chat, e-mail, site visit, text and Tweet and their contents contain that raw material. Yet there is more than centers can process quickly enough into actionable information. And too often it is dumped into and stored in silos. READ MORE at Customer Interaction Solutions . . . → Read More: Symmetrics in the News: The BI Formula
By chrisr, on April 28th, 2011
 eCRM Guide: Since launching SocialMiner in November, Cisco has seen the social media monitoring and analytics extension for call centers “flying out the door,” according to John Hernandez, vice president and general manager of the company’s customer collaboration business. In fact, demand for SocialMiner is so high that Cisco has uncoupled it from its contact center solutions and now sells it as a standalone product. READ MORE at eCRM Guide . . . → Read More: Cisco’s Social Media Extension for Call Centers “Flying Out The Door”
By chrisr, on April 4th, 2011
 Symmetrics: Sound structure determines utility and value — it’s a hard lesson that many contact center analysts, managers and executives are now learning when it comes to reporting and analysis of data in today’s multi-system, multi-channel and multi-vendor contact centers. Many are wrestling with — and yet still perpetually building — an unwieldy structure called the spreadmart, an ever-expanding collection of spreadsheets doing the job of a data warehouse or a data mart. The spreadmart is always under construction, but because it has no blueprint or coherent underlying architecture, it’s essentially worthless in the long run. In this surprising (it begins with a ghost story) and informative white paper, you’ll learn:
- How spreadmarts spread like penicious vines, strangling accurate reporting and analysis over time
- The high cost of “low cost” tools like spreadsheets put to the wrong use
- How a Business Intelligence (BI) architecture works to brign data from all call center systems together for coherent reporting & analysis
- Key trends that make BI the soundest architecture for a changing contact cente ecology
- Order from chaos: how a BI implementation can rapidly transform a spreadmart into a real data mart
DOWNLOAD the white paper at Symmetrics.com (registration required). . . . → Read More: WHITE PAPER: Business Intelligence in the Contact Center
By chrisr, on March 23rd, 2011
 Our most recent webinar was hosted by CRMxchange, the premiere destination for information on call centers, and a recorded version is available for viewing on demand. The modern contact center is no longer a single monolith of voice technology – it’s an ever-evolving, multi-vendor assembly of different systems and applications that track and measure many dimensions of the customer experience. While some of these individual systems feature basic reports on their particular “silo” of data, managers are under increasing pressure to understand how the contact center as a whole is performing – which usually entails playing a migraine-inducing game of mix-and-match with data that doesn’t play well with other data. In this informative and engaging webinar, you’ll see and learn:
- Why the “default reports” aren’t enough: the common-yardstick problem with call center data
- What trying to be a “human data warehouse” truly costs
- How structure determines utility: choosing the right reporting & analysis architecture
- A useful blueprint for a whole-contact-center reporting & analysis review
- How to get the right data to the right people – agents, supervisors, managers & executives
- Why Not all data is equal: choosing the key performance indicators that matter to your contact center
WATCH RECORDING at CRMxchange.com . . . → Read More: WATCH AGAIN: Drawing your Roadmap for Contact Center Reporting & Analysis
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Can you get the information you need from your Avaya Aura Contact Center, Avaya NES or Nortel Contact Center Manager/Symposium systems? Do you want the knowledge and ability to customize existing reports or create new ones that meet your specific needs? Symmetrics’ report design courses enable you to make the most of Crystal Reports to maximize the intelligence gathered from your Avaya Aura, Avaya NES or legacy Nortel call center systems. Symmetrics is globally recognized as the leading Avaya/Nortel and Business Objects/Crystal business partner specializing in reporting and analysis solutions. This is NOT generic Crystal training available through many Crystal partners or training centers; the course and all content isspecifically designed for the Avaya Aura/Avaya NES/Nortel Contact Center/Symposium environments, with actual AACC/CCMS/SCCS data and reports integrated into the course delivery. . . . → Read More: Learn to be an Avaya and/or Nortel Report Guru — in Vegas, Baby!
Hi. I'm chained to a desk by the good people at Symmetrics Business Intelligence, purveyors of fine reporting and analysis software for contact centers. It's my job to know what's going on in the call center world, so bookmark this blog if you want a daily roundup of news and analysis.
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