Customer Success: Cost Reduction with Automation

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 successes: 4.5% Increase in FCR: This leading telecom provider needed a way to improve agent performance. Providing training quickly and easily was difficult for the WFM team due to manual processes. Using real-time automation, the organization now delivers targeted training to agent desktops during available time. The WFM team no longer manually schedules and reschedules off phone training. By providing training specific to agent needs, [...]

By |October 11th, 2018|

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 [...]

Customer Community Continues to Create New Value through Innovative Use Cases

By |July 26th, 2018|Categories: Agent Engagement, Customer Experience, Innovation|Tags: , , , , , |

In this July edition of our Customer Community Use Case Story Round-up, we're looking at the innovative ways customers are achieving their cost take out goals with real-time contact center automation. Check it out: 4 [...]

3 Ways to Help Agents Self-Coach

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

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most coaches understand this and agree that agents are more responsive to being asked questions about [...]

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

By |November 9th, 2017|Categories: Customer Experience, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , , |

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer support requests. Even the most prepared service groups can experience chaos in the contact center [...]