Spend less and collect more with Right Party Contact for collections companies

By automating the process of contacting delinquent accounts and passing only right party connections to live agents, debt collections companies can contain costs and maximize agent productivity. Rick Novak, President of JAM Communications and executive director of the Avaya Users Group board, talks about right party contact strategies for debt collectors and how VoiceNet for Collections with Right Party Contact can enhance an existing Avaya PDS solution.

The Unified Desktop
A single, unified application interface for all contact center interactions

Is it possible to connect disparate data sources and back-end systems (think legacy and 3rd party applications) and bring that information into a single interface to simplify agent interactions and improve productivity? You bet it’s possible, and efficiency-minded contact centers are moving to the unified desktop with gusto.

Robb Duke, Sr. Director of Marketing for Interactive Softworks talks to the Evolving Contact Center about how outsourcers are beginning to simplify and improve the quality of agent interactions by optimizing the agent desktop.

Robb talks in layman’s terms about the core technology components of systems integration and process automation and points out the business benefits that can be gained in a better connected, more agile contact center.

Reacting to Ups and Downs in Contact Center Staffing Levels

Hey contact center managers, ever had this problem before: some of your staff didn’t show up to work as scheduled? We’re pretty sure you’ll say yes, and for that Penny Reynolds of the Call Center School describes methods of reaching that “just right” number of contact center staffing.

Penny offers several smart ideas in personnel and technology management for maximizing contact center productivity. Included in her suggestions are the SWAT (Sometimes We Answer Telephones) strategy where ancillary staff can augment staffing levels to handle fluctuations in call volume.

What Impact Will Congress Have on the Teleservices Industry?

The changing climate in Washington and the status of self-regulation in the industry, according to American Teleservices Association (ATA) CEO Tim Searcy. We also cover the return of the universal agent as technology puts the contact center front and center for most companies.

What Are Your Customers Saying? Speech Analytics Will Tell You

Today’s speech analytics systems offer businesses considerable value to every department, not just within the contact center. Anna Convery, Senior VP of Marketing and Product Management at Nexidia explains that in a world where a contact center call can appear on the web in minutes and picked up by mainstream media the next day, scouring your company’s spoken interactions using keyword flags is critical.

Evaluating Speech Analytics Technologies

Save time by focusing on the key functions of speech analytics technology and what is needed in your center. Maggie Klenke, a senior partner in the Call Center School and nationally recognized speaker, walks us through the criteria for evaluating speech technologies.