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Ring in the Holidays with Real-time Automation

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of year turn can quickly turn even the most thoughtfully planned and forecasted day awry. Unexpected spikes in volume can leave your team fighting fires to keep up. How do you possibly prepare? Real-time automation streamlines operations to help transition from reactive to proactive, maintaining service levels and improving both the agent and customer experience. Instead of relying on manual, tedious tasks associated with intraday staffing adjustments to keep things afloat, management processes are completely automated. In short, real-time automation enables [...]

By |December 21st, 2018|

One Billion Actions Transforms Global Call Centers

By |December 3rd, 2018|Categories: Agent Engagement, Cost Take Out, Innovation, Real-Time Automation, Training / Coaching, Workforce Infrastructure|Tags: , , , , , , , , , , |

Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from manually reactive to strategically proactive in the blink of an eye. For many global call [...]

Winning Call Centers Empower Agents

By |November 14th, 2018|Categories: Agent Engagement, Best Practices / Metrics, Innovation, Real-Time Automation|Tags: , , , , , , |

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you make your agents a priority without impacting service levels? Real-time automation delivers a simplified approach [...]

Customer Success: Cost Reduction with Automation

By |October 11th, 2018|Categories: Agent Engagement, Cost Take Out, Customer Experience, Real-Time Automation, Workforce Infrastructure|Tags: , , , , , , , , |

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For our customers, this means significant cost reduction. Take a look at some of their recent [...]

How to Boost Agent Morale with Real-Time Automation

By |October 3rd, 2018|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Real-Time Automation, Training / Coaching|Tags: , , , , , , , |

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly are the voice of your company. Are you recognizing and celebrating their achievements? Many companies [...]

WFM Tips Featuring Maxene Squire [Webinar Preview]

By |September 10th, 2018|Categories: Cost Take Out, Innovation, Real-Time Automation, Workforce Infrastructure|Tags: , , , , , , , , , , |

Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the customer experience? Keeping up with demands is no easy task, especially when you're relying on [...]

Customer Community Cuts Costs with Real-Time Automation

By |September 6th, 2018|Categories: Cost Take Out, Real-Time Automation, Training / Coaching|Tags: , , , , , , , , |

In this edition of our Customer Community Stories, we’re diving into the variety of ways customers are achieving their cost reduction goals. Check it out: $16.5M in Savings This top health insurer needed to improve [...]

UK Utility: Weathering the Storm with Real-Time Automation

By |September 5th, 2018|Categories: Customer Experience, Real-Time Automation, Training / Coaching|Tags: , , , , , , , , , , , , , |

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. Real-time spikes in call volume due to storms and outages are a reality of life [...]

[Webinar Preview] Pro-Tips: Expert Advice from WFM Peers

By |August 27th, 2018|Categories: Best Practices / Metrics, Innovation, Real-Time Automation|Tags: , , , , , |

Contact centers are becoming more complex. Keeping up with the pressure to cut costs and meet demands is hard. Mix in emerging technologies like digital,  and your head is spinning. How do you navigate through [...]