Contact Center Solutions Featured Article

SIRIUS XM Radio Optimizes Contact Center with Aspect

June 16, 2009

SIRIUS XM Radio, a provider of commercial free satellite radio programming, has announced it’s been able to significantly improve how its various contact centers a run and are managed, as well as improve the satisfaction of agents and customers thanks to the Management Impact Program from Aspect and Touchpoint.

Because workforce optimization is vital to success, the Management Impact Program offers specialized training for contact center managers to allow them to be more effective and help improve agent performance through better classroom training, consulting and one-on-one coaching.

"Contact center managers have a huge impact on customer satisfaction -- from motivating the agents, to ensuring consistency, to directly addressing customer concerns. The Management Impact Program goes way beyond the surface of what most human resource certifications or traditional training programs cover," said George Kirby, senior vendor manager, SIRIUS XM Radio.

The offering is available for Aspect (News - Alert) customers using their Productive Workforce unified communications application which focuses on delivering solutions for motivating agents and improving overall customer service levels.

During a week long pilot program, SIRUIS XM Radio worked with Touchpoint and Aspect Professional Services on improving several aspects of their contact center operations including improving their leadership skills, gaining knowledge on the importance of interpersonal relationships, and discussing topics like feedback and metrics. In addition the managers also worked with the companies on post program analysis to track improvement.

The results are now allowing SIRIUS to standardize their contact center training practices around the world to improve agent functionalities as well as help increase sales for the company.

"The Management Impact Program is a unique offering that companies looking to optimize contact center performance can benefit from," said Bob Kelly (News - Alert), vice president of the PerformanceEdge Group, Aspect.

"The program gives contact center managers a clear understanding of how to improve individual agent performance, as well as how to use organizational key performance indicators (KPIs) to drive bottom-line results. Through this program, SIRIUS XM Radio can ensure consistency across its global, multisite contact center operations, and enable supervisors to better utilize the workforce optimization capabilities at their disposal."

Michael Kropdlowski, Product Marketing Manager at Aspect commented in a recent interview with TMCnet that promoting UC implementations is necessary throughout the enterprise to ensure buy-in and that experts must understand the importance of quality customer care as well as how to achieve it.
 
“There are two basic ways that contact centers can leverage knowledge workers for a UC strategy,” said Kropodlowski. “First, agents that work with customers can identify the available expert in the enterprise and bring them into the interaction with the customer, either by directly routing the customer’s call or instant message (IM) to the expert, or by having the expert join in the conversation.”
 
“As second alternative,  for situations where experts are not prepared or lack the skills to interact directly with customers, agents can draw upon and communicate with the experts, engaging the knowledge worker for advice or answers, then simply relaying that information back to the customer. The knowledge worker in this instance doesn’t directly interact with the customer at all.”
 

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!