Uniphore Co-CEO, Gideon Hollander Discusses Contact Centers and CRM
The barometer of dissatisfaction for consumers when calling into a contact center has been rising steadily over the last few years despite all of the tools, checks and balances implemented by organizations. Uniphore co-ceo Gideon “Giddy” Hollander weighs in on the radio show, Business Technology News Hour, to discuss why he believes CRM is impeding call center agents from interacting with their customers more fully due to overly automated processes and complex CRM systems.
Listen to the audio of the interview below:
Highlights of the interview:
– Introduced Uniphore (what does Uniphore do?)
– Discussed the proliferation of automated call center processes vs. live agents
– Discussed agent turnover
– Discussed how Uniphore reduces agent training
– Gideon talked about how he worked undercover at call centers to get a better understanding of their challenges
– Discussed reasons why productivity is impeded and ways to measures productivity (Uniphore helps for first call resolution, customer satisfaction, retention)
– Asked if Uniphore coaches customers on first call resolution (Uniphore looks at company objectives first from a management perspective)
– Mentioned ways to decrease call time while increasing customer satisfaction (moving away from average handle time to first call resolution)
– Discussed Uniphore products (unified desktop and agent scripting products)
– Discussion of Uniphore’s niche
– Asked if Uniphore customizes the technology
– Asked what’s coming up for Uniphore in 2012
Contact Center and CRM Discussion with Uniphore Co-CEO, Gideon Hollander
The barometer of dissatisfaction for consumers when calling into a contact center has been rising steadily over the last few years despite all of the tools, checks and balances implemented by organizations. Uniphore co-ceo Gideon “Giddy” Hollander weighs in on the radio show, Business Technology News Hour, to discuss why he believes CRM is impeding call center agents from interacting with their customers more fully due to overly automated processes and complex CRM systems.
Listen to the audio of the interview below:
Highlights of the interview:
– Introduced Uniphore (what does Uniphore do?)
– Discussed the proliferation of automated call center processes vs. live agents
– Discussed agent turnover
– Discussed how Uniphore reduces agent training
– Gideon talked about how he worked undercover at call centers to get a better understanding of their challenges
– Discussed reasons why productivity is impeded and ways to measures productivity (Uniphore helps for first call resolution, customer satisfaction, retention)
– Asked if Uniphore coaches customers on first call resolution (Uniphore looks at company objectives first from a management perspective)
– Mentioned ways to decrease call time while increasing customer satisfaction (moving away from average handle time to first call resolution)
– Discussed Uniphore products (unified desktop and agent scripting products)
– Discussion of Uniphore’s niche
– Asked if Uniphore customizes the technology
– Asked what’s coming up for Uniphore in 2012