Contact Solutions Adds Benchmarking, Analytics, and Optimization of Customer ...
Contact Solutions, a provider of on-demand contact automation solutions, including interactive voice response, email/text messaging, and Web transactions for business and government, today announced a new initiative to improve and manage customer experience (CX) and customer satisfaction levels in its hosted IVR solutions.
A major enhancement to the company's Continuous Improvement Practice (CIP), the new CX initiative allows Contact Solutions to benchmark, measure, and analyze CX in conjunction with IVR performance and automation rates. The new CX initiative includes a comprehensive rating process based on actual caller experiences to score and report an IVR system's CX performance. This rating system uses both surveys and analytical information to measure whether the caller believes the experience was useful, easy to use, and enjoyable while trying to achieve a goal. Contact Solutions uses this information to identify actions that will improve the IVR experience and increase the level of satisfaction for callers.
According to Paul Logan, Contact Solutions CEO, "American businesses lose more than $80 billion a year due to poor customer service. That loss creates a huge opportunity for improvement we can address because the IVR is such a high-visibility, high-volume point of customer interaction for most enterprises. This groundbreaking CX initiative makes Contact Solutions the first vendor to provide such a powerful tool for enterprises to recover some of that $80 billion of lost value by serving their customers better in the IVR."
"Enterprises have long used surveys to gather customer feedback. Surveys can do a good job of capturing customer perceptions, but surveys alone can't match a caller's perception with the details of what that caller actually experienced in the IVR," said Justin Lemrow, director of continuous improvement at Contact Solutions. :Without that direct link between perception and reality, enterprises had to rely on intuition and educated guesses to decide how to optimize performance of their IVR systems. Contact Solutions has solved that problem. Our CX initiative brings science to the art of customer experience management so our clients can make better business decisions."
Ashwin Iyer, principal analyst at Frost & Sullivan, says "Enterprises struggle to benchmark and improve customer experience in the contact center, and don't always get the results they want when they take action. With this new capability from Contact Solutions, executives will be able to accurately benchmark their IVR performance against similar applications across the industry. Once they know where they stand, they will have the data and analytics to guide and support decisions that affect customer experience and business results. This capability will be particularly valuable to executives in industries that experience high levels of customer churn, such as banking and service providers.
Uses Of Benchmarking - News
This rating system uses both surveys and analytical information to measure whether the caller believes the experience was useful, easy to use, and enjoyable while trying to achieve a goal. Contact Solutions uses this information to identify actions
At the same time the G.Skill Sniper performed about 3.5% better at write tests then the Mushkin Redline Enhanced 1600Mhz 7-8-7-24 at 23572.5MB/s One of our newest benchmarking applications MaxxMEM 2 provides results that are responsive to speed change.
And is the Water System benchmarking its operations to determine if its operations are efficient compared to other regional utilities? And is Shared Services an efficient organization? And what is the impact on the Water System and rates of the $2.7
The new online tool Prinect Performance Benchmarking enables print shops to compare the performance of their Speedmaster presses with other print shops. To do this, Heidelberg automatically records the performance of connected machines, evaluates this
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Upgrading Macbook Pro to a SSD |
About a month and a half ago, I upgraded the standard Hitachi 250 GB SATA drive in my MacBook Pro 15 inch (unibody style) to the new Crucial C300 SSD. So far, the experience has been great. Have been able to achieve reboot time (shut down and restart) of 16.5 seconds and boot time of 13.5 seconds.
The applications seem to be responding so much better, no more jumping icons in the dock when you try to open an application. Results are impressive so far. There might be subtle differences when it comes to certain applications themselves, example receiving emails in Apple Mail or Outlook 2011, Chat or voice within Skype, Web Applications, etc. Microsoft Office files absolutely seem to respond very quickly.
After using the other Macbook Pro 13 inch at home that doesn’t have the SSD, one starts realizing the impact an SSD can create on application performance.
After a week of the SSD upgrade, I performed a memory upgrade on the system (4GB to 8GB).
Honestly that didn’t not make any visible impact on reboot times, on boot time and applications performance (atleast non visible so far). It does take more time for the Macbook Pro to go to sleep now compared to when there was 4GB cache. All the cache data has to be typically dumped over to the SSD before the system would go in sleep mode.
The cache upgrade didn’t seem to be necessary if you plan to upgrade the Macbook Pro to a SSD.
Did quite a bit of research and settled on the Crucial C300 – 256GB SSD. Didn’t want to spend a lot of money on an SSD, like buying the new Intel 500GB SSD. I think more than performance, you might want to look at your budget in relation to choosing your drive (I live by one principle, don’t spend a lot of money on electronic devices to get top of the line (fully configured), rather buy an electronic gadget (latest version but with less configs) less memory/cpu, use it for a few years and move on to new technology, eg an iphone 4 with 8GB cache or an ipad with 16GB cache or an ipod nano instead of a traditional ipod).
Step 1: Decision
Decide what is important in terms of Data Storage for you. You have two options
1) Replace the Disk Drive with a SSD, replace the SuperDrive with a Disk Drive and use it for additional storage
2) Leave the super drive as is and only replace the disk drive with the SSD.
Uses Of Benchmarking - Bookshelf
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Benchmarking: Information from Answers.com
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