Bob Fletcher

About Bob Fletcher

Bob leads the sales and solution delivery initiatives for Intradiem’s global business process outsourcing (BPO) clients, helping to transform their business models and drive profitability via Intraday Automation. He brings a wealth of operations, management and consulting acumen to the BPO practice, having delivered guidance to more than 1,000 call centers and trained over 5,000 managers and supervisors worldwide. Bob's experience includes executive management of Arvato's customer service operations and as executive vice president for Deutsche Telekom. Bob has also served in critical management roles in engagements with leading companies such as T-Mobile, Verizon, Pitney Bowes, TeleDenmark, Gateway of Dublin, DecisionOne, Delta Dental, Wells Fargo and Cox Communications.

Prevent Fires with a Real-Time Frontline

What’s the difference between tactics and strategy? Strategy is what you are trying to accomplish, where tactics answer the question of how you will accomplish it. Look at it this way: strategy is doing the right things. Tactics are doing things right. For most Real Time Analysts in today’s contact centers, every day is like [...]

By |February 22nd, 2016|Best Practices / Metrics, Training / Coaching|

How BPOs Can Turn Idle Time into Productive, Billable Time

In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s contact centers changes daily, becoming more and more complex. Sophisticated algorithms, forecasting and scheduling programs try to predict call volume and match it with the right number of agents at the right time, but then…the [...]

By |January 5th, 2016|Innovation, Workforce Infrastructure|

The “New Normal” for BPOs

We’ve always done it that way – and that’s the problem. It’s a common scenario. A large, global outsourcer with 70,000-plus employees across the globe is responsible for handling customer care calls for a major client. The expectation is a service level of 80% of calls answered in 20 seconds or less. Call volume fluctuates [...]

By |December 3rd, 2015|Workforce Infrastructure|

BPOs, Where’s Your Value Add? Strategic Partner or Cost-Benefit?

Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. Most companies are seeking temporary increases in labor during peak periods and more consistent service levels by having additional staff available without having to pay the fully loaded labor rate. The major benefit of engaging [...]

By |October 23rd, 2015|Best Practices / Metrics, Innovation|

How Intraday Automation Addresses Top Three BPO Pains

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 cost that can also serve as a competitive advantage. The BPO contact center environment is complicated with its own [...]

By |September 29th, 2015|Best Practices / Metrics, Workforce Infrastructure|

Contact Center Innovation: If You’re Good Enough, Why Change?

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 part, they follow it. And even though most of it is done manually – and often times with mediocre [...]

By |August 25th, 2015|Innovation, Workforce Infrastructure|

The Contact Center Costs You Can Control vs. the KPIs that Control You

Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned about on a daily basis? When we talk about “profitability” in the contact center, the first consideration is revenue, which can be defined many ways depending on your business. In-house contact centers revolve around customer [...]

By |July 21st, 2015|Best Practices / Metrics|

Solving BPO Challenges with Intraday Automation

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set of challenges. Typically, the reason an outsourcer has the business in the first place is because they can do it for less than what it would cost the client to handle themselves in-house, so cost [...]

By |June 11th, 2015|Innovation, Workforce Infrastructure|

Supercharging Your WFM with Intraday Automation

With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday automation and workforce management. Most think that intraday automation is just another workforce management product. It isn’t. Intraday automation is designed to enhance WFM systems and fill in the missing gaps, using valuable data from your WFM in conjunction with user-defined rules [...]

By |June 2nd, 2015|Innovation, Workforce Infrastructure|

Intraday Automation: The Next Sea Change

In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has changed the game. My very first call center back in 1973 started with a PBX (Private Branch Exchange). Customers called in and were passed around until an agent became available. Or, if all incoming lines [...]

By |April 30th, 2015|Innovation, Workforce Infrastructure|