PRTODAY / NewswireToday Free press release distribution service network

Written by / Agency / Source: HyperX Media

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

Telco Selects UCN Echo to Analyze its 2600-seat Customer Care Group - Telco recently selected UCN to manage and analyze the performance of over 2600 agents, spread throughout North America [OTC.BB: UCNN]
Telco Selects UCN Echo to Analyze its 2600-seat Customer Care Group

 

NewswireToday - /newswire/ - Sandy, UT, United States, 2007/06/06 - Telco recently selected UCN to manage and analyze the performance of over 2600 agents, spread throughout North America [OTC.BB: UCNN].

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Customer Service/Call Center Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

When you support over 14 million customers located in 33 states in the highly competitive wireless and high speed data market, delivering quality customer service becomes part of your customer retention strategy. Telco, a NYSE telecomm service provider, has a 2600-agent customer care group that's spread across 10 service centers located throughout North America. They had a system in place for delivering customer satisfaction surveys via email, but no backend system for collecting, analyzing and presenting the results to support their agent performance management process.

“We needed a more user-friendly way to report on the data we were collecting,” recalled one of Telco’s project managers. The answer was Echo, now a product of UCN, Inc.

The two companies started their relationship a little over a year ago when a data feed was developed between the existing email survey system and the Echo analytic engine. The system was designed so that each survey is linked to an individual agent. “Now our managers can view easy-to-read reports and charts, and use that information for coaching and development purposes.”

The one downside to the email system is that the agent must collect the customer’s email in order to trigger the delivery of the survey. As a result, the service provider is now implementing a pilot using the automated version of Echo that utilizes both the front-end survey delivery system and the backend analytic system. In the new system, being piloted at one of their call centers, the IVR system offers an inbound caller the option of taking a survey at the end of the call. If yes, then the system calls the customer back at the end of the call and delivers the survey without agent intervention. With this new system, they expect to get a better idea of true customer satisfaction levels and agent performance.

About UCN
UCN (ucn.net) is the leading provider of all-in-one, off-premises contact handling services that improve the customer contact experience and the productivity of those handling the contacts. InContact® includes an integrated suite of core contact handling applications, including contact routing, interactive menus, database integration, automated surveys, reporting, monitoring, recording, administration and workforce management applications. InControl™ is a unique, rapid application development tool that enables inContact customers to develop highly flexible, customized business contact handling processes in record time.

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Customer Service/Call Center Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Written by / Agency / Source: HyperX Media

 
 

Availability: All Metropolitan Area

 

Traffic Booster: [/] Quick Newswire Today Visibility Checker

 

Distribution / Indexing: [+]

 
 
# # #
 
 
  Your Banner Ad showing on ALL
Customer Service/Call Center articles,
CATCH Visitors via Your Competitors Announcements!


Telco Selects UCN Echo to Analyze its 2600-seat Customer Care Group

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name Newswire Today and LINK as the source.
 
  Is this your article?
Activate ALL web links and social stream by Upgrading to Press Release PREMIUM Plan Now!

|
Publisher Contact: Jan Johnson - UCN.net 
888-826-0002 jan.johnson[.]ucn.net
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any HyperX Media securities in any jurisdiction including any other companies listed or named in this release.

Customer Service/Call Center via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From HyperX Media / Company Profile


Read Customer Service/Call Center Most Recent Related Newswires:

Upstream Works Receives 2016 Industry Champion Award
Frost & Sullivan Commends Teleperformance Egypt’s Ambitious Expansion Plans in Setting up the First Virtual Contact Centre in Dubai
Frost & Sullivan Commends inConcert for Pioneering Leading-edge Solutions for the Latin American Contact Center Applications Market
Upstream Works Software Awarded 2016 TMC Labs UC Innovation Award
Genesys Honors Partner Award Winners at G-Force 2016 Customer Engagement Conference
Frost & Sullivan Recognizes Five9 with 2016 Customer Value Leadership Award For its Focus on Improving Customer Experience in the Global Cloud Contact
Frost & Sullivan Commends Interactive Intelligence for its Industry-leading Growth in the Cloud Contact Center Applications Market
Genesys Launches Omnichannel Customer Service Benchmarking Tool
Genesys to Acquire Interactive Intelligence to Create the World’s Premier Omnichannel Customer Experience Company
Genesys to Address Contact Center Move to the Cloud in August 31 Webinar
Genesys Accelerates Customer Experience Innovation and Customization on AppFoundry and DevFoundry
Genesys Announces Investment from Hellman & Friedman at $3.8 Billion Valuation
Upstream Works Announces New Software that Personalizes the Contact Center Experience
Frost & Sullivan Lauds Teleopti's Stellar Customer Engagement in the Workforce Management Market
Frost & Sullivan Honours Horizon Contact Centers for its Highly Successful Competitive Strategies in the Kenyan Market

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  JobsWare.com

Visit  NAKIVO, Inc.





 
  ©2016 Newswire Today — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)