Our Contact Info:
National Association of Call Centers
100 South 22nd Avenue
Hattiesburg MS 39401
In Queue circulation 16,653
Advertise with Us
Click on the image below to view the NACC Advertising Page where you can view our channels and prices.
To advertise with the NACC, please contact the NACC at:
Email: [email protected]
All leading call center companies and suppliers should examine the NACC Underwriting opportunity in 2015 as evidence of their dedication to the growth of the call center industry. See the NACC Advertising Page for more information.
Share the Knowledge
Send this newsletter to colleagues by clicking "Forward this message to a friend".
"Don't worry about failures, worry about the chances you miss when you don't even try."
~ Jack Canfield
Reports from the NACC
NACC has been burning the midnight oil and typing until our fingers are
sore to bring out reports to our members. Each is listed below. If you
are interested to see what we are writing about, click on the links
below and download the executive summary of each. If you like what you
see, join the NACC so that you can view these reports and others that
will be coming out soon on our website. These reports will ensure
that you know the latest trends in the industry.
Paul Stockford, Research Director, NACC and Chief Analyst, Saddletree Research, [email protected]
customer communications and service has unquestionably pushed aside the
cloud as the topic of greatest interest in the 2015 contact center
industry. And why not, since it makes so much sense?
According to the preliminary results of our 2015 survey virtually every
contact center in the U.S. offers traditional telephone-based customer
service. Beyond that, 92 percent support e-mail customer
communications and social media support is at over 50 percent and
rising. These multi-channel contact centers are ideal candidates
to move to omni-channel customer communications. In fact, about
seven percent of these contact centers are supporting omni-channel.
With so much attention being paid to omni-channel customer
communications, it is not surprising that there is quite a bit of
confusion in the industry regarding exactly what constitutes an
omni-channel contact center and why anyone should care. With so
many potentially contradictory reports, webinars, articles, and general
shouting about omni-channel floating around the industry at the moment,
the NACC has decided to change the channel.
I have recorded a podcast with Annette Meisbach of inContact that
discusses exactly what omni-channel is, how it differs from
multi-channel communications, the role of omni-channel in the contact
center, and the impact of omni-channel on customer service. We
did all of this in a podcast that lasts less than 12 minutes and can be
downloaded to your iPod or iPhone or listened to in its entirety in
about the time it takes you to drink a cup of coffee at your desk.
The podcast can be downloaded at http://www.nationalcallcenters.org/Table/Podcasts/.
We know you don’t have time to attend the dozens of webinars you’re
invited to each week and read the multitude of white papers you’re
asked to download, but if you have 12 minutes and a set of headphones,
you’re guaranteed to learn something useful with a minimal time
To download the podcast now, go to http://www.nationalcallcenters.org/Table/Podcasts/.
Contact Center Certification With ICMI
was recently contacted by an NACC member who wished to have his contact
center certified. Although the NACC doesn’t offer site
certification I didn’t want to leave the member without an answer so I
contacted Brad Cleveland at ICMI who assured me that ICMI could provide
the certification our member desired. I asked Brad’s colleague,
Todd Piccuillo, if he would provide a summary of ICMI’s site
certification process and it is included below. I have also
included Todd’s contact information for those interested in site
Do you want your
contact center to be recognized by an industry leader for operating at
“world class” levels? Do you want to understand where your performance
gaps are and, more importantly, how to close them and improve
efficiency, quality and customer experience?
ICMI Site Certification provides organizations with a powerful
framework by which to gauge their progress towards best practice. More
specifically, it is an operational performance improvement program that
increases the contact center’s operational efficiency and strategic
value while providing a meaningful certification that leads to
increased customer loyalty and satisfaction.
ICMI Site Certification Program assesses the maturity and effectiveness
of your processes related to several critical areas, including customer
focus, performance results, leadership and constancy of purpose,
process management, people development and involvement, continuous
improvement and innovation, and stakeholder alignment.
Organizations seeking ICMI Site Certification take part in a four-step process:
ICMI Site Certification provides contact centers with the following benefits:
- Remote data gathering
- On-site observations of your processes and workflows, stakeholder interviews and focus groups
- Gap analysis and recommended corrective actions
To learn more about ICMI Contact Center Certification, contact Todd Piccuillo, ICMI Services Sales Director, at 203-242-6632, [email protected].
- Meaningful certification.
ICMI is a recognized thought leader in the contact center industry and
its threshold for awarding certification is rigorous. As a
result, an ICMI Certified contact center is recognized as a world-class
provider of customer service.
- Increased operational efficiency.
In designing its Site Certification program, ICMI calibrated its
Standards with best practice. An ICMI Certified contact center
has standardized its operational processes with these best practices
and thereby provides world-class customer experiences with a high
degree of operational efficiency.
- Enhanced customer loyalty.
With performance improvement across all aspects of contact center
operations, an ICMI Certified contact center provides a high quality
customer experience. Research has shown that there is a high
correlation between the quality of the customer experience and customer
- Greater strategic value.
By coupling more effective use of business and customer intelligence
with enhanced cross-functional collaboration and communication, an ICMI
Certified contact center operates as a strategic asset for the
organization. This helps ensure that the contact center’s
resource needs are met.
- Continuous improvement.
Through more effective use of business and customer intelligence
coupled with implementation of closed loop feedback processes, an ICMI
Certified contact center excels at continually improving its
operations. This helps to ensure that the contact center
continues to operate efficiently, foster customer loyalty, and
maintain, if not augment, its strategic value. It also enables
the contact center meet evolving customer needs and expectations.
Finally, it helps the ICMI Certified contact center maintain standards
compliance, thus facilitating re-certification.
- Significant publicity of certification designation.
As part of its Site Certification program, ICMI offers significant,
wide-ranging publicity of certification awards through PRNewswire’s
worldwide reach into mainstream and business readership (PRNewswire is
one of ICMI’s sister companies) as well as ICMI’s reach across the
customer management profession. This allows an ICMI Certified
contact center to enjoy the benefits of certification as a competitive
differentiator in an immediate and powerful way.
Managing Absence In The Contact Center
Paul Stockford, Research Director, NACC and Chief Analyst, Saddletree Research, [email protected]
were recently contacted by another not-for-profit industry
organization, the Disability Management Employer Coalition (DMEC),
regarding an event that they are organizing in Irving, TX, on March 26th.
As part of their 2015 leadership series, this half-day event is called
“Best Practices in Managing Absence in Call Centers” and features
panelists from companies such as Vertex and Pacific Gas and Electric
Company. According to the DMEC:
workshop will explore strategies, successes, and challenges that
employers face when trying to reduce the impact of absence in call
centers, and we will identify the contributing factors to high absence.
the best part for those of you in the Dallas area – the event is free
and includes breakfast and parking. On top of that, all
participants will receive a complimentary copy of a recently published
white paper entitled “Best Practices in Managing Absence in Call
- Hear from employers
who are trying to develop leave management strategies for this group of
employees and who will share the elements of their absence management
- Gain insight
into the advantages and drawbacks of various approaches, and the
internal and external factors impacting absence in customer contact
- Connect and network peer-to-peer as you share your program’s strategies, challenges, successes, and failures.
- Come away with new ideas.
For more information and to register for this unique event, go to http://dmec.org/2015/01/07/upcoming-event-2015-leadership-series-live-best-practices-in-managing-absence-in-call-centers-2/.
If you like this comic and would like to see more, write Ozzie at [email protected] and visit his website at http://callcentercomics.com/cartoon_categories.htm
or just click on the comic to take you to his page. The NACC
appreciates Ozzie letting us use some of his comics in our newsletter.
To view past issues of In Queue, please click here.
If you would like to contribute to In Queue, please reply to this email with "Contribute" in the subject line.
Copyright 2015 National Association of Call Centers