Intraday Automation: The Next Sea Change

In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has changed the game.

My very first call center back in 1973 started with a PBX (Private Branch Exchange). Customers called in and were passed around until an agent became available. Or, if all incoming lines are busy, customers would get a busy signal and have to call back.

Scheduling was fairly straightforward and done manually on a piece of paper.

Automatic Call Distributors brought some science to how calls were distributed. For example, which number customers used to call in would determine their […]

Employee Effort: Are They Just Spinning Their Wheels?

There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it’s to buy a product, to get an issue […]

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Investing in Your Frontline Workforce is Good for Business

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that when frontline employees are satisfied and can operate at peak efficiency, things like productivity, performance and […]

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Don’t Let Self-Service Channels Become “No Service”

During the focus groups I’ve facilitated for clients, one of the common questions that customers ask is, “Why doesn’t (company) want to me to talk to their representatives?” Further probing and discussion uncovers reasons why […]

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Take Advantage of Customer Service Big Data and Little Data

Wikipedia says Big Data is a collection of data so large and complex it becomes difficult to process….  However, many companies embrace a different concept of Big Data. While the collection of data is broad, […]

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Agent Empowerment and the Unhappy Customer

What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid on the situation, without addressing the underlying problem that led your […]

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Intraday Automation is the Future of the Agile Workforce

About two weeks ago, I was in a contact center with 250 agents. This center is one of six large centers on a team and is experiencing some significant operational challenges.

First, customer demand in this […]

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Why Employee Experience Must Come Before Customer Experience

“Treat employees better than customers.”

What? Isn’t that sacrilegious? There’s a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee?

The […]

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Contact Center Coaching Needs “The Right Stuff”

Coaches “with the right stuff” help to ensure that our centers provide consistently excellent customer experiences. Few new coaches are equipped with all the skills needed to be successful. It’s up to us to hire […]

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