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8 Qualities to Look for in an Intraday Automation Provider

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 and contact center operations is apparent - The Challenge is Real and relying on the status quo is not an [...]

Coaching Misses and How to Fix Them (Part 1)

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 at the “moments of truth” that we create for our agents during the process. So many things we do and [...]

How Competitors Help Improve Your Experience

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 don’t check their competitors’ customer experiences at all! They say things like “We pay close attention to the market” or [...]

It’s Not Just Your Forecast Anymore

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. In today’s WFM world, it’s just as important to manage intraday processes as it is to start with an accurate [...]

By |April 10th, 2017|Best Practices / Metrics, Innovation, Intraday Automation|

Solving the Mystery of the Missing Empathy

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 no one knew why or where Empathy had gone!! This may not be a best selling mystery book opening, but [...]

5 Ways to Fuel Employee Engagement

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and thank goodness because I would much prefer to resolve issues with a friendly human versus a robot). In a recent post, [...]

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 [...]

4 Ways to Build a Culture of Customer and Company Empathy

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. Whenever there’s an issue somewhere else in the company, your teams hear about it. They see the worst in both [...]

What if You Were Your Own Customer?

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 lists and maintain a sunny disposition in the face of stress, deadlines, the unknown and more. We’re all guilty. Anyone [...]

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

3 Ways to Improve Adherence in the Contact Center

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 supervisors to coach agents on the importance of adherence. Today, you can leverage automation to improve adherence, drive compliance and [...]

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