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5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to rise. Keeping agents happy amidst the call center chaos can prove to be challenging for supervisors. Busy schedules mixed with the unpredictable nature of the environment leaves little time to develop, support and ensure agents feel as if they are crucial assets to the organization. The good news, however, is that changes in technology make it easier to reduce call center stresses and focus more on agent engagement and empowerment. Solutions like advanced intraday automation eliminate time-consuming, manual processes and [...]

By |June 1st, 2017|

AccorHotels Global Reservation Centre Takes Home Workforce Management Practices Award for use of Intradiem to Improve their Business!

By |June 22nd, 2017|Categories: Agent Engagement, Best Practices / Metrics, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB) Workforce Management Practices Award for their use of Intradiem to deliver business improvements across both [...]

Advanced Intraday Automation – Getting a Seat at the Budget Table

By |June 16th, 2017|Categories: Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , |

In the prior blog article, "Why All the Fuss Over Advanced Intraday Automation," we outlined the problems addressed, what it is, why it’s growing so quickly and the value centers and their managers are realizing. [...]

Why All the Fuss Over Advanced Intraday Automation?

By |June 6th, 2017|Categories: Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced intraday automation. This summary aims to provide a quick primer on the ins and outs [...]

8 Qualities to Look for in an Intraday Automation Provider

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

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 [...]

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 [...]