HireVue has announced the release of a new add-on module for its HireVue Digital Interview Platform. CodeVue is intended to improve the way organizations identify, screen and assess technical or developer positions. Potentially it will benefit companies that need to fill large numbers of technical positions that involve writing code, helping to automate a recruiting process that has been manual and inefficient.
Actuate this week announced BIRT Analytics, and thereby puts itself firmly into supporting a range of business analytics needs from data discovery and visualization to a range of data mining and predictive capabilities that allows itself new avenues of growth. Actuate has long been a staple of large Business Intelligence deployments; in fact the company claims that ActuateOne delivers more insights to more people than all other BI applications combined. This is likely true, given that Actuate...
Recently Verint announced a new development in its workforce optimization suite Impact 360 Workforce Optimization that it calls Personalized Guidance. It aims to improve the customer experience by prompting anyone handling customer interactions with what they should do next. The principle is simple and logical: Analyze all the data you can so you understand the customer and context of the interaction, identify best next action, and prompt the person handling the interaction with this action so...
The majority of companies think it is important to collect customer feedback, according to my recent research into customer feedback management, and they put that feedback to an average of five uses, the top five of which are to improve customer service (75%), to develop customer experience and interaction processes (54%), to identify agent training needs (54%), to improve products (50%) and to create a customer service strategy (49%).
SAP just released strong preliminary quarterly and annual revenue growth, which in many ways can be attributed to a strong strategic vision around the HANA in-memory platform and strong execution throughout the organization. Akin to flying an airplane while simultaneously fixing it, SAP’s bold move to HANA may at some point see the company continuing to fly when other companies are forced to ground parts of their fleets.
Human capital is most organizations’ largest investment and one of their largest differentiators against the competition. So it follows that those that take advantage of the compelling, game-changing technology now available in human capital management (HCM) will place themselves at a competitive advantage.
My recent benchmark into the unified customer service agent desktop shows how critical the agent desktop is to improving agent satisfaction, meeting key customer-related metrics and enhancing the customer experience. The typical agent desktop contains multiple systems that allow agents access to multiple communication channels, business applications, messages and performance dashboards. The result is that the desktop is cluttered with systems, frustrating agents, driving up average interaction...
Managing the access, storage and use of data effectively can provide businesses a competitive advantage. Last year I outlined what the big deal is in big data, as the initial focus on the volume, velocity and variety of data – what my colleague Tony Cosentino calls the three V’s – is only one small piece of how organizations should evaluate this technology. The more balanced approach is to include what he calls the three W’s – the what, so what and now what, which shifts the focus to an...
My research into the customer service agent desktop shows that most centers expect a lot of their contact center agents: more than half (59%) handle between two and five different services (such as general queries, complaints and sales) and 14 percent handle seven or more. Nearly half (49%) are expected to handle between six and 15 calls per hour, and as well as calls, the majority (75%) are expected to handle other forms of interactions, with most handling between one and five per hour. To...
Did you catch all the big data analogies people used in 2012? There were many, like the refinement of oil analogy, or the spinning straw into gold analogy, and less useful but more entertaining ones, like big data is like a box of chocolates, or big data is like The Matrix (because “there’s no way Keanu Reeves learns Kung Fu in five seconds without using big data”). I tend to like the water analogy, which I’ll use here to have a little fun and to briefly describe how I see the business...
