The truth is, customers don’t care if you are understaffed. Disruptions or deviations from the day’s forecast will always occur. The key question is how will you respond?
Intraday Staffing is an important component of any effective intraday automation platform that provides you with an optimized workforce based on customer demand – whether it’s lower or greater than expected.
Here are three use cases for intraday staffing that most contact centers experience today:
#1: Customer demand unexpectedly spikes.
It’s an all too familiar scenario: marketing launches a new campaign, but doesn’t coordinate with the contact center, or a new product launch doesn’t go […]
I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel in Seattle. For this article, I imagined myself as a […]
For BPOs, it’s all about delivering an excellent customer experience while making a profit. It’s not an easy job.
Often, this means doing more with less. And for Business Process Outsourcers (BPOs), agents are a fixed […]
Sometimes, your customers just want to feel heard.
A number of years ago, I was travelling for a job interview and booked a night at a Hampton Inn. I awoke and looked to take a shower […]
Are you following the herd or defining your own path to success?
In business and in life, there’s this crazy notion of the herd mentality. What is it? According to Wikipedia: herd mentality, or mob mentality, […]
Unfortunately, the story shared here is based on a real company event. Names have been changed to protect the innocent, but too bad the company name can’t be shared so they can be shamed for […]
“The purpose of a business is to create and keep a customer” – Peter Drucker
Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and […]
How do you drive contact center innovations and implement change? The answer is – not easily.
Contact centers are set in their ways. They have a process and procedure that is dictated and, for the most […]