Publications

Publications

Charlotte Observer - Deon Roberts - October 19, 2017

Wells Fargo has been quietly bulking up its call-center operations in the Philippines, adding positions in the southeast Asian country where it has long kept offshore jobs.

The move by the third-largest U.S. bank by assets is occurring even as other companies have done the reverse in recent years – transferring call-center functions back to the U.S. It also comes as Wells Fargo continues to reel from a sales scandal that erupted in 2016.

Wells Fargo has had operations in the Philippines since at least 2011, including information technology and other roles, but had not received much attention in the U.S. for its more recent expansions in the island republic.

Read More ...

MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has earned multiple honors in CRM magazine’s 2016 “Service Awards,” an annual recognition program which distinguishes innovation and success in customer service and support. Among the honors, Verint was named the top winner in the Workforce Optimization (WFO) category—a position it has held for nine consecutive years. The company also received “Service Leader” awards for Contact Center Search and Enterprise Feedback Management.

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Monday, 11 August 2014 13:20

Call Center Jobs Are Coming Back To The U.S.

Written by

Marketplace Morning Report - By Kate Davidson - August 5, 2014

 

If you’ve ever called a customer service line, you’ve likely talked to someone in India, the Philippines, or Mexico. Now, some U.S. companies are bringing their call centers home and changing the way they do business.

Have you ever been stuck in a phone tree so long you just lost it and started ranting on Twitter?

... Read More

Detroit Free Press - By Frank Witsil - August 3, 2014

 

In a hive of cubicles at the Dialog Direct offices in Highland Park, Keontay Kelley and other employees answer calls through headsets.

While they work, LED signs on the walls flash reminders: “Manners Matter,” “Phone Etiquette,” “Yes Ma’am/Sir,” “Thank You” and “I Apologize.” The room buzzes with conversation, the sound of hundreds of metro Detroiters earning paychecks.

“I was looking for a job, ” said Kelley, 26, of Detroit. “This did it.”

After years of sending call center jobs to India, the Philippines, Mexico and other countries, companies are bringing them back to the U.S.

 

... Read More

Friday, 30 December 2005 10:58

A Word Is Worth a Thousand Pictures

Written by

CRM.com - by Paul Stockford - December 2005

 

Napoleon said that one picture is worth a thousand words. In the case of real-time speech analytics, one word can be worth a thousand pictures.

So, picture this: Every day, your agents speak to scores of people on the phone. The purposes of the calls vary, but nearly all have some sort of customer service objective. You probably monitor your agents' calls, either a percentage of them for quality or for compliance, or for other reasons. Buried in those recorded calls is a gold mine of

... Read More

Tuesday, 30 January 2007 10:54

How Performance Management Bolsters Benchmarking

Written by

Call Center Magazine - by Joe Fliescher -  January 2007

 

Operational benchmarking is a term that refers to research into common characteristics among call centers that represent a variety of industries. In this article, we provide an introduction to this operational component of benchmarking.

What distinguishes performance management, says Paul Stockford of Saddletree Research, is that "it's universal because it impacts the organization at all levels."

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Monday, 01 January 2007 10:50

What is the Shape of Things to Come?

Written by

International Customer Management Institute - by Keith Dawson and Joe Fleischer - January 1, 2007

 

It's become something of an annual tradition to put forward in our January issue a look at where we think the technology landscape is headed in the year to come. This year, our columnist Paul Stockford took some of the load when he described very eloquently how the industry moves forward by

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Wednesday, 30 May 2007 10:38

Keeping Your Customer's Data Safe

Written by

Contact Managenent - by Susan McLean  - May/June 2007

 

Consumers are increasingly wary of their personal information being stolen.  How safe is your centre keeping it?

... Read More

Monday, 17 September 2007 10:34

Avaya Dives into the Analytics Pool

Written by

Avaya - by Paul Stockford - September 17, 2007

 

On September 17, 2007, Avaya, Inc., of Basking Ridge, NJ, announced general availability of the Avaya IQ contact center reporting platform. Announced in conjunction with Avaya’s Customer Interaction Suite this past spring, Avaya IQ represents the company’s entry in the rapidly growing performance management and analytics market.

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Thursday, 27 September 2007 10:28

Cisco Nabs Latigent

Written by

Red Herring - by Cassimir Medford - September 27, 2007

 

Networking giant Cisco Systems continued its run of software  acquisitions with its announcement Thursday that it plans to buy Latigent, a maker of call center reporting software

Cisco's move to acquire Latigent is the latest in a flurry of acquisitions marking a shift in focus to customer applications.

... Read More

Monday, 01 October 2007 10:24

Callback for phone-in help centers

Written by

Arise - Las Vegas Review - October 1, 2007

 

Las Vegas has spent the better part of a century catering to the whims of fun-seeking tourists, but the city also formed a cottage industry processing their credit-card payments and booking their travel.

Call centers became a mainstay of economic diversification in Las Vegas in the 1990s and early 2000s, as banks, retailers and other businesses sought out the city's abundant, affordable labor.

... Read More

GMT - Paul Stokford - November 6, 2007

 

Saddletree Research, which focuses on emerging contact center and communications convergence markets, highlighted GMT’s transformation into an innovative company “leading the workforce management market into the next phase of growth.”

... Read More

Thursday, 31 July 2008 10:15

Perpetuating a Complete Agent Life Cycle

Written by

CRM.com - Christopher Musico - July 31, 2008

 

Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.

Hiring and coaching contact center agents correctly is a tremendous issue in an industry where attrition and dissatisfaction at times run rampant. Chelmsford, Mass.-based contact center solution provider Aspect Software believes it has found a cure with the latest enhancement of its PerformanceEdge suite, reintroducing e-learning and adding job-screening software to its medicine cabinet of applications.

... Read More

Unified Communications Strategies - Paul Stockford - December 8, 2008

 

In this era of extremes; e.g., Xtreme sports, Xtreme games, Xtreme you-name-it, it is only fitting that the reporting of the U.S. economic condition today is being taken to extremes.  News sources today go to “xtreme” lengths to bring us the bad news and devoutly ignore or minimize any good news.  This kind of sensationalism is what sells subscriptions and advertising because we are drawn to it in the same way we are fascinated by disasters of all kinds.  In the case of today’s current economic news coverage, the pessimistic side of human nature is being exploited to the detriment of everyone.

... Read More

Thursday, 30 October 2008 10:07

The Hottest E-Learning Trends...

Written by

How to Manange Human Resources - Bloggers World - October 2008

 

How would you assess the "Quality of Talent in an organization"?

"Oh no! Not another e-learning venture!" A unanimous response to any discussion on e-learning. Most organisations try their hands at e-learning initiatives only to return to the safe haven of the known and tested traditional training. Nevertheless, with e-learning technology and practices, maturing organisations can expect greater interactivity, topic coverage and a wider range of uses.

... Read More

Wednesday, 30 July 2008 09:47

Comming to the Millennials and Web 2.0

Written by

Contact Management - by Paul Stockford - September October 2008

A changing of the guard will soon see Millennials replacing Baby Boomers in the workforce and in contact centres.
They will usher in a whole new set of management, customer and agent mores and interactions rooted in the cultures
of social networks. Here’s the outlook.

... Read More

Calabrio - By Kristen Jacobsen - October 1, 2008

 

Brandeis University is putting fewer student callers on hold and Florida International University has been able to route fewer calls to voicemail, thanks to network-based contact centers that let them handle calls more efficiently, streamline costs and keep students a whole lot happier. . .

...Read More

Cisco - By Jenny Carless - December3, 2008

 

Brandeis University and Florida International University put the customer first in offices across campus.  Brandeis University is putting fewer student callers on hold and Florida International University has been able to route fewer calls to voicemail, thanks to network-based contact centers that let them handle calls more efficiently, streamline costs and keep students a whole lot happier.  ...

...Read More

 

Thursday, 09 April 2009 16:53

Envision Sees Insight in Every Call

Written by

CRM.com - By Christopher Musico - April 24, 2009

 

With the release of Centricity 9.7, Envision Telephony extends tagging capabilities to all its customers.

A massive volume of information pours into every contact center daily. The challenge is to somehow utilize all that information for actionable purposes, whether for organizational change or simply to better train customer service representatives (CSRs) to handle a particular kind of ...

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CRM.com - By the Editors of CRM Magazine - April 2009

 

The Market
The workforce optimization (WFO) suite—with analytics, e-learning, performance management (PM), quality monitoring (QM), and workforce management (WFM)—is in its second year as one of our Service Leader categories, and analysts agree that it’s here to stay. “It’s something that has come from being just a theoretical technology to one that’s proven and viable in organizations,” says Gartner Research Director Jim Davies. Saddletree Research Chief Analyst Paul Stockford says we can expect to see

...Read More

CRM.com - By Christopher Musico - May 2009

 

Automating and optimizing work processes will boost the market for the foreseeable future.

Regardless of who’s conducting the research, the message seems clear: The workforce optimization (WFO) space continues to grow despite the effect of the recession on many companies’ technology investments. DMG Consulting forecasts 2008 revenue figures for WFO to exceed $2.5 billion. Gartner predicts the sector’s revenues will have a compound annual growth rate (CAGR) of ...

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CRM Buyer - By By Maria Verlengia - June 9, 2009

 

Some companies recognize the importance of holding onto their customers in a down economy and have consequently taken steps to improve their call center operations. For too many, though, the call center is a low priority, and the workers who staff them don't stick around long. The pay is often minimum wage, and the job itself is stressful, the workplace environment is bleak -- and a 'big brother' mentality prevails.

... Read More

Monday, 01 June 2009 16:43

Poking Holes in Attrition

Written by

CRM.com - by Christopher Musico - June 2009

 

In the face of a worsening economy and rising unemployment—even Internet heavyweight Google recently laid off 200 workers—jobs that may have once been deemed relatively unappealing are attracting hundreds of applicants. A school-janitor position in Ohio, for example—offering less than $16 per hour plus benefits—brought in more than

... Read More

Wednesday, 02 September 2009 16:40

A Call Center That Succeeds by (Gasp) Valuing Employees

Written by

ITBusinessEdge - by Ann All - September 2, 2009

 

Many folks think it's a given that service quality declines when call center work is moved offshore. Earlier this summer I wrote about the difficulty of maintaining service quality here in the United States, where call centers typically experience sky-high churn rates. It's a big problem, considering the high costs of replacing employees. I cited a statistic from Paul Stockford, chief analyst at Saddletree Research and director of research for the National Association of Call Centers (NACC), who puts the cost of attrition at call centers at

... Read More

CRM.com, By Christopher Musico - April 2010

 

Paul Stockford asks a lot of questions.

In his role as the research director of the National Association of Call Centers, Stockford surveys the association’s membership about changes in the industry and advances in technologies and processes. When it comes to improving efficiency and increasing return on investment (ROI), Stockford notes, agent performance is always atop the list, but a new player is

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Tuesday, 28 September 2010 16:32

11 Tips to Conquer Contact Centers

Written by

11 Tips to Conquer Contact Centers

CRM.com,  By Koa Beck - September 2010

 

CRM.com  By Christopher Musico March 2010

 

The market for workforce optimization (WFO) suites—which include analytics, e-learning, performance management, quality monitoring, and workforce management—is rapidly maturing in its third year as a category. So much so, argues Ian Jacobs, senior analyst of customer interaction technologies at Ovum, that companies are looking to utilize WFO outside the contact center. “Clearly that’s a good business for the vendors, as it greatly increases their addressable market,” he adds. The shift also opens the door to new players, such as

... Read More

FurstPerson CHICAGO – OCT. 5, 2010

 

FurstPerson, a Chicago-based company that provides pre-employment hiring solutions to the contact center industry, today announced the availability of CC Audition® Talk & Note, a new product that builds on the existing CC Audition® interactive simulation product line. CC Audition® Talk & Note leverages speech applications to create a simulation that is even more like the contact center job and demonstrates the ability to predict

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Saddletree Research & VPI Whitepaper - June 2010

 

Want to More Rapidly Identify and Resolve Your Critical Contact Center and Business Issues?


Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, Business Optimization Analytics is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.

... Read More

UTOPY Whitepaper - 2010

In the world of enterprise software systems, speech analytics is still the new kid on the block.  It has often been thought of as a nice addition to an existing recording system or a word spotting technology that might turn up something interesting.  Unfortunately, the true value of speech analytics is often lost in a jumble of marketing buzz words and confusing technology.

In this white paper leading call center analyst, Paul Stockford, reviews the growth of speech analytics including the three analytics technologies and how each one is suited to specific use cases.  Now you can unlock the true value of speech analytics by measuring key performance indicators, discovering critical business issues, and dramatically improving existing call center applications, such as coaching and quality monitoring. Paul draws on the latest survey results from the National Association of Call Centers to show why companies are reacting to the clear ROI of speech analytics.

In this white paper, “The Evolution of Speech Analytics – From Word Spotting to Driving Business Value,” you’ll learn:

The basics of speech analytics technologies
Why the technology matters but the use cases matter more
The latest market trends from the National Association of Call Centers
How the next generation of coaching and QM applications are driven by speech analytics
Common use cases that utilize speech analytics to close the performance management loop
What’s new in UTOPY SpeechMiner 7.0

... Read More

San Jose Merury News - 11/03/2010

 

So you're excited about getting a new job. You tweet the good news, or post it on LinkedIn. Don't be too surprised if that prompts a message from someone at your bank, asking if you want help rolling over your

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by D. Daniel Ziv, Tuesday, December 21, 2010, 9:04 AM

 

Paul Stockford, president of Saddletree Research, and I recently conversed on the changing face of customer experience management. This is what we learned:

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SiloBreaker - Published Dec 27 2010 by CRM Guru

 

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough,...

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Service Untitled Blog - December 27, 2010

 

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service. Stockford provided some suggestions that organizations should be aware of as to the ever-changing environment of social media and its profound influence. For instance,

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Customer Think - Posted by Cheryl Hanna on Dec 27, 2010

 

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar;

... Read More