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Spring Cleaning Time for Our Centers

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 the “we’ve always done it this way” mentality. Even large centers that pride themselves on innovation and efficiency often find that some burdensome processes and procedures fall through the cracks or are put on the back burner over and over again to never see the light of day. It’s easy to have this happen when we are fighting fires everyday…those emergency situations that just can’t [...]

By |March 23rd, 2017|

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. [...]

Forefront Discussions Highlight Efficiency and Employee Engagement

By |March 7th, 2017|Categories: Agent Engagement, Customer Experience, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken Blanchard When you have a good conversation with an industry peer, exchange war stories and [...]

What if You Were Your Own Customer?

By |February 27th, 2017|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , , , |

Day in and day out, we do our best. We do our best to serve our customers and employees and colleagues well. We do our best to juggle the 9 million items on our to-do [...]

3 Ways to Improve Adherence in the Contact Center

By |February 21st, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation|Tags: , , , , , , |

When agents don’t (or can’t) adhere to their schedule, the WFM team must manage these exceptions. Some companies tolerate a certain percentage of non-compliance as a cost of doing business while other companies rely on [...]

Are You a Manager with Heart?

By |February 13th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture, Workforce Infrastructure|Tags: , , , , , |

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them how much we appreciate and love them. Making people feel special should be more than [...]

4 Ways to Boost Cx and Operational Efficiency with Intraday Automation

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

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your own. In fact nowadays, customers are smarter and more complex, because they prefer self-help support [...]

Thinking is Bad – So Why Are You Making Your Customers Do It?

By |February 1st, 2017|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Innovation|Tags: , , , , , , |

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a beating heart and who are caring people to achieve a greater degree of hospitality.” These [...]

How to Make 2017 Your Best Year Yet with Intraday Automation

By |January 26th, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation, Training / Coaching|Tags: , , , , , , |

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes in your center to ensure success. Reflecting on the past, think about the areas that [...]