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8 Qualities to Look for in an Intraday Automation Provider

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a nice-to-have, but a need-to-have. When meeting the goals of the business, consensus among workforce management and contact center operations is apparent - The Challenge is Real and relying on the status quo is not an option. When a technology buzz becomes the real thing, providers appear out of the woodwork claiming to offer quality intraday automation solutions. It can be confusing to sort it all out and get to the truth. Bottom line, all that glitters is not gold. When [...]

By |May 10th, 2017|

Coaching Misses and How to Fix Them (Part 1)

By |May 4th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , , |

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our team members. Unfortunately coaching is sometimes done based solely on process goals rather than looking [...]

How Competitors Help Improve Your Experience

By |April 20th, 2017|Categories: Best Practices / Metrics, Customer Experience, Innovation, Workforce Infrastructure|Tags: , , , , , |

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up to date? And do they lead to action? I’ve heard many business leaders say they [...]

It’s Not Just Your Forecast Anymore

By |April 10th, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation|Tags: , , , , , |

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But then came multi-channel and customers with smartphones that shifted the entire dynamics of your profession. [...]

Solving the Mystery of the Missing Empathy

By |April 6th, 2017|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , |

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to solve one of the most challenging cases she had ever had. "Empathy” was missing and [...]

How Can Your Team Innovate Around the Customer Experience?

By |March 30th, 2017|Categories: Customer Experience, Innovation, Workforce Infrastructure|Tags: , , , , , |

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to help your customers and team members innovate around the customer experience in ways that don’t [...]

5 Ways to Fuel Employee Engagement

By |March 28th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Intraday Automation, Training / Coaching|Tags: , , , , , , |

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and [...]

Spring Cleaning Time for Our Centers

By |March 23rd, 2017|Categories: Best Practices / Metrics, Training / Coaching, Workforce Infrastructure|Tags: , , , |

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in [...]

4 Ways to Build a Culture of Customer and Company Empathy

By |March 16th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture|Tags: , , , , , |

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company broke down. Your policies are backward. Your product doesn’t work. Your website link is broken. [...]