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How to Make 2017 Your Best Year Yet with Intraday Automation

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 could be improved to bring your operations to the next level. Is it agent training and development? Meeting service level [...]

Workforce Management Moves to the Forefront

I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact center Workforce Management and Operations leaders shaping the future of their profession to address the growing complexities they face in their profession. Over 30 contact center leaders, representing 17 large enterprises attended Forefront Dallas. These [...]

By |October 31st, 2016|Innovation, Intraday Automation, Workforce Infrastructure|

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution by 2020. And for call centers, the hub of customer experience management, the pressure is on to get the omnichannel [...]

The Future of Contact Center Automation

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the Philippines are asking themselves as automation continues to have a major impact on the contact center industry. According to a recent Wall Street Journal article, robots are already starting to replace agents on some low-end [...]

By |September 6th, 2016|Innovation, Intraday Automation|

Forefront is Making its Next Stop

Back in May, we brought together some of the best minds in Workforce Management, Operations, L&D and IT to discuss market trends, existing contact center challenges and viable solutions. What actually happened was beyond our wildest expectations — the exchange of ideas, the rich discussions about the future of the profession, the takeaways from other [...]

By |July 14th, 2016|Innovation, Intraday Automation|

Forefront Atlanta Takeaways

I was lucky enough to be part of Forefront Atlanta on May 3rd.  Forefront events bring together frontline workforce leaders from across workforce management, operations, IT and L&D to experience and discuss the future of the industry. The Atlanta event, which was anchored by Citi and Cox, saw attendance increase four-fold from the fall 2015 [...]

By |May 24th, 2016|Customer Experience, Innovation, Intraday Automation|

WFM: From the Back of the Bus to Driving the Bus

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet 45% of customers can’t remember having a positive customer experience! At the same time, today’s buyers are more empowered than ever. Not only can they do their own research online, but they can also use [...]

Financial Services Contact Centers: Intraday Automation Puts Your Customers First

Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to dealing with a portfolio of highly regulated products, there are generational chasms with varying expectations, demands and tolerance level across multiple channels. Additionally, the industry is facing technological updates. In a recent survey, 53% of [...]

By |January 20th, 2016|Customer Experience, Innovation, Workforce Infrastructure|

Waterfall Coaching For Agent Engagement

One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership in hands-on coaching activities and quality monitoring. Many C-suite and higher-level managers feel that coaching is an activity for the frontline leaders. Or they may do a lot of feedback “telling” in team meetings with [...]

By |January 12th, 2016|Agent Engagement, Innovation, 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|