DELRAY BEACH – A profitable call center operational model builds, maintains, monitors and optimizes an operational platform that defines and exploits the customer experience to meet established business process and performance valuation goals.

An essential element in developing and improving the business performance of a call center is measuring and evaluating all aspects of the interaction of their employees with customers. An indispensable tool for elevating the operation and efficiency your call center’s core processes is having the right screen recording solution that allows hands-on management of call center operations and the gathering and analysis of business intelligence.

Thus, the right screen recording solutions integrated into a call center operational platform is an essential tool to build the best in customer experience, contact center employee performance, and to achieve the highest possible profit and efficiency.
Applied Business Technologies is the best in the business in providing the state of the art Screen Recording platform that captures the entire customer interaction experience in your contact center.

Capturing the full customer interaction experience in your contact center with screen recording lets you identify and address day to day operational issues and optimize call center processes. It also allows call center managers to capture critical data from the agent desktop screens to boost productivity, enhance customer loyalty, enhance training procedures, and comply with various regulatory compliance issues such as PCI and HIPPA.
Utilizing the Cacti Screen Logger 2.0 platform, ABT builds a call center’s ability to record call center agent’s desktop activities to allow playback and review of the customer experience, provide insight into the agent’s efficiency and productivity, and identifies areas for improvement in training and delivery of customer service.

This screen capture solution is part of an open architecture non-proprietary recording solution for voice and screen activities of advocates (agents) within the contact center on a standard Windows Server platform.

These screen capture solutions are cost effective, easy to install and maintain, integrates effectively with many different call center technology, and supports all telephony platforms.
Thus, by implementing an individualized screen capture platform to assess your contact centers performance in several key areas, ABT can help you assess and upgrade an your business platform and performance.

Isn’t it time for you to contact ABT for a consultation to begin to evaluate whether your screen recording platform is optimizing your business model?

Call me today at 561-282-6318 or email me at rmorriss@appliedcorp.com and let’s talk about how the right screen capture solution can enhance the delivery of a great customer experience, improve productivity, and most importantly, increase your bottom line.

DELRAY BEACH – The development of the Payment Card Industry Data Security Standard (PCI DSS) standard over the last decade has had a huge impact on the call center industry.

Call centers are required to maintain the appropriate call recording and data management and storage systems to protect the transmission, processing, and storage of credit card contact data as well as safeguarding by appropriate controls of agent/caller interface within the physical call center.

As a result, one of the primary goals for any call center should be to in strict compliance the PCI DDS standards and to make sure that your call center environment minimizes payment card data loss.

The current 2.0 version of PCI DSS, which was implemented in late 2010, specifies twelve (12) control requirements that must be met each year:
1. The installation and maintenance of a firewall configuration to protect cardholder data;
2. The prohibition of use of vendor supplied default system passwords and other security parameters;
3. The protection of stored cardholder data;
4. The encryption of transmissions of cardholder data across open, public networks;
5. The use and regular update of anti-virus software on all systems commonly affected by malware;
6. The development and maintenance of secure systems and applications.
7. The restricted access to cardholder data by business need to know;
8. The assignment of a unique identification to each person with computer access;
9. Restriction of physical access to cardholder data;
10. The tracking and monitoring of all access to network resources and cardholder data
11. The regular testing of security systems and processes;
12. The development and adherence to a policy that addresses information security.
A compliance validation process established by PCI DSS 2.0 calls for the annual review of standards by an external “Qualified Security Assessor” for call centers handling large volumes of transactions or the filling out of a “Self-Assessment Questionaire (SAQ) for those entities with smaller transactional volume.

Pursuant to a recent PCI DSS issued FAQ specific to call centers, any form of digital audio recording containing CVV information cannot be stored if that data can be queried. Thus, call centers that record cardholder data in audio recordings are barred from using formats such as WAV, MP3, etc. involving CAV2, CVC2, CVV2 or CID codes after authorization.

If various measuring and tracking call recording and monitoring tools exist within a call center platform that potentially can query a variety of digital recordings involving cardholder data, if the technology exists in a platform to prevent recording of these data elements, it must be enabled.

ABT is a leader in the Call Center industry in building software platforms that provide strict adherence to the requirements of PCI DSS 2.0. We build and maintain secured call recording platform that comply with PCI DSS best practices standards that protects cardholder data. Our software implements PCIDSS 2.0 controls that limit access to cardholder systems and data, and institutes monitoring for unauthorized access and suspicious behavior for voice and screen capture.

Do you have the most up to date and appropriate measures to protect your call center systems that store, process and transmit cardholder information? Are you in true compliance with PCI DSS 2.0?

Fines for breaches in credit card privacy and data protocols can be significant-as well as lose you business and impact your bottom line!

ABT offers call recording and quality monitoring solutions that bring a call center best practices PCIDSS 2.0 compliance that allows users to configure and operate data recording and protection and call monitoring solutions specified by PCI DSS 2.0 standards and other industry standards.

Isn’t it time for you to contact ABT for a consultation to review your PCI DSS 2.0 practices and controls?

Call me today at 561-282-6318 or email me at rmorriss@appliedcorp.com and let’s get started today!

DELRAY BEACH – Contact Center Representatives (CCR) can make or break a contact center business.

A trained, professional CCR is a key asset to a contact center business and is very hard to replace. They are critical in increasing sales and market penetration, sustaining competitiveness, and ensuring quality customer relationships.

Employee retention and productivity is also directly tied to higher ROIs, revenue streams and the ultimate success of the business.

Thus, reducing turnover and recognizing and retaining the best, most productive CCRs is very essential to operating a contact center.

One of the biggest challenges in the call center industry is retaining top CCRs. It is fundamental to the operation of a call center that their best employees are identified, assessed and retained.

Studies have shown that an average call center can suffer up to 200% attrition in a year, which means that significant resources and time are spent on addressing this employee turnover.

It is important to discover the most significant factors contributing to less than desired motivation and skills that affects your CCRs and their longevity in your workplace.

Such assessment prevents disruption in call center operations by negating the need to interview a constant stream of applicants, constantly fixing mistakes of mediocre employees, and-most importantly-not losing customers because of poor customer service.

Applied Business Technologies (ABT) is a leader in the contact center industry in enabling organizations to address and increase employee retention by measuring and tracking specific criteria and results which allows a call center operation to retain CCRs-and protect their bottom line.

The professionals at ABT are call center industry experts in assessing a contact center’s work environment and provide complete, personalized solutions to address CCR retention in several crucial areas utilizing cutting edge Call Center software, call recording solutions, and quality monitoring platforms.

Our evaluation and implementation of solutions employing both our expertise and experience with employee retention issues leads to better retention of key personnel and call center operations, significant cost savings, improved competitive advantage, and most importantly, increased profitability.

ABT offers call recording and quality monitoring solutions that allow call center supervisors to audit and score CCRs based on specific criteria that can measure agent performance, identify their strength and weaknesses, and other gauge other measures that will increase agent moral and reduce staff turnover.

With call center software assessing the contact centers performance in several key areas, we can help you assess and maintain an environment that will allow you to retain personnel-and achieve important cost savings from reduced turnover.

Our solutions are cost effective, easy to install and maintain, integrates effectively with many different call center technology, and supports all telephone platforms.
Isn’t it time for you to contact ABT for a consultation to increase your CCR retention?

Call me today at 561-282-6318 or email me at rmorriss@appliedcorp.com and let’s get started today building your employee retention and profitability.

It’s time for ABT to build you a cutting edge contact center performance platform!

By Ryan Morrissey

DELRAY BEACH – Recently, I spoke to a call center manager about having his company partner with Applied Business Technologies (ABT) to rebuild his company’s inadequate call center platform to the highest level of sophistication, compliance, and profitability.

Actually, he was not a “new” prospect, but one I had met at a trade show about two years ago. Back then, after our initial meeting, we began talking about raising his company’s call center performance. Our team evaluated and reviewed with him the needs for optimizing his company’s call center operation and proposed a number of solutions and improvements for implementation in regards to Call Recording, Workforce Management and Speech Analytics.

Our initial discussion involved identifying goals the company wished to achieve, the best way to measure performance, and how to align these strategies with enterprise-wide target. We proposed a number of high quality solutions to build an infrastructure that would maximize efficiency, productivity, and the company’s competitive edge-all within his allotted budget for this project.

After receiving our in-depth recommendations and quotes, he said he was talking to other vendors and would get back to me.

But I never heard from him again-until recently-when he needed immediate assistance to troubleshoot a major problem caused by a cheap, poorly designed Call Recording and Quality Assurance system he had instead opted for when we first talked.

It was not the first time we have been called in to fix the problems caused by fly by night consultants designing and selling low cost, substandard call center platforms.

As in most other industries, in the contact center business, “you get what you pay for.”

Decision Makers in this industry know that the business has drastically evolved over the last decade and that there are no cheap, easy and simple solutions if you want to do things right-and make good money too. Applied Business Technologies has been the best in the business since 2001 and our primary focus has been to provide the best in quality solutions at competitive prices to businesses of all sizes. We are not the cheapest in the business, but we are no doubt the best and most reliable to our customers.

Is your call center is the top of the line?

Are you getting everything you can from you present platform and current vendor in terms of cutting edge customer service, Call Recording, Speech Analytics, and most importantly, profitability?
If not, it’s time for you teamed up with Applied Business Technologies and work with the best in the business! Our staff will support your business in setting up and fully utilizing our performance management solutions to bring your operation to a top of the line industry standard. We will design the best, custom-made call center performance package specifically suited to meet your call center’s needs-and just as important-provide you with the best in reliable, personalized support.

We are confident that we can dramatically improve your call center performance-and increase profits and enhance your operations.
Call Ryan today for a consultation at 800-683-6590 x220 and start building a top of the line-and much more profitable-call center today!

By Ryan Morrissey

DELRAY BEACH – One of the biggest challenges facing contact centers is effectively evaluating and augmenting the presentations of contact center representatives (CCRs) so that their performance is optimized.

Contact Centers today are striving to deliver the best customer experience, strengthen operating environments and effectively meeting business objectives and performance goals.

Implementing Speech Analytics provides the necessary insights into improving the customer experience and beyond. Speech Analytics enhances data exchange and interaction between the contact center, sales department, marketing department and operations all while providing the tools supervisors need to train and evaluate their staff to help improve interactions with customers.

Overall the integration of automated Speech Analytics into the QA (quality assurance) and QM (quality management) processes allows a contact center to increase revenues, reduce costs, and increase customer retention.  It also boosts performance of the call center by providing the critical information necessary to innovate and improve customer service levels and aid in regulatory compliance requirements.

Speech Analytics systems are key applications in a contact center platform-they analyze recorded CCR voice interaction with customers and deliver actionable information mined from these conversations.  This information makes your company more profitable and your operation run more smoothly.

Speech Analytics is used to evaluate a CCR’s proper call opening and verification of customer information, improve agent speech and script adherence, increase first call resolution and identify trends in customer dissatisfaction.  Speech Analytics also ensures campaign and regulatory compliance.  It is also used to evaluate and perfect training programs, marketing plans and operational solutions, allowing a company to get the entire perspective of its business.

Applied Business Technologies (ABT) specializes in integrating Speech Analytics into any contact center platform.  At ABT, we are experts in assessing a contact center’s business model and work environment and then providing a complete, personalized Speech Analytics solution which addresses many critical metrics.  The end result always shows significant and measurable improvement in customer experience.  After implementing Speech Analytics, our customers realize significant cost savings, improved competitive advantage, and most importantly, increased profitability.

Isn’t it time for you to contact ABT for a consultation to increase address your Speech Analytics need and to improve your customer experience?

Call me today at 561-282-6318 or email me at rmorriss@appliedcorp.com and let’s get started today building your employee retention and profitability.

Let Applied Business Technologies take your business to the next level!

By Ryan Morrissey

DELRAY BEACH – The primary objective in the call center business is to provide the most professional, cost effective means to meet a customer’s critical business needs, including increasing incremental revenue, building better performance and efficiencies, reducing costs, and improving customer satisfaction and loyalty.

Today, the call center industry continues to dramatically evolve with revolutionary technology and increasing demands for service and efficiency. The increasing complexities in running a profitable, state of the art contact platform requires a personalized implementation of enhanced methodologies to improve contact center operations.

With this need to constantly keep pace with call center industry innovations comes an increased demand for technological and process support. This collaboration is vital to ensure call center operations are seamless-and most importantly, profitable.

While there are many call center solution providers out there, Applied Business Technologies stands out as the best single source of call center solutions and critical support to help meet the constantly changing demands of the 21st Century Call Center.

We are more than just a vendor or a consultant to call centers-we are your teammate in making your call center the best in the business. With over a decade of experience, our highly professional team of consultants will implement innovative technologies adapted to distinctively match the requirements of your business-and then provide you with the critical, enhanced support needed to implement and maintain increased, cost efficient delivery of contact solutions to your customers.

Applied Business Technologies has has built and serviced personalized contact center platforms for call centers of all sizes in a variety of industries. Our advanced applications allow us to personalize a package to your specific specifications and needs. We utilize the latest in industry leading center technology which allows compatibility and efficiency with any telephony platform-combining voice/screen recording, QA, reporting and post call surveys all in one neatly designed application.

Isn’t it time to step up your business to the next level of 21st century call center performance and efficiency? Don’t you want the best of call center innovation and support for your call center?

You are now one contact away from becoming the best in the Call Center business! Allow Applied Business Technologies to team up with you today. Permit our professional, experienced consultants to design the best, custom-made call center performance package specifically designed to meet your call center’s needs-and just as important-provide you with the best in personalized support.

Reply now to this email or calling us for a consultation at 800-683-6590 x220 and start building a more successful-and profitable-call center today!