Five Tactics to Delivering Superior Tech Support

What if you could provide call center directors with one billion assistants at their fingertips? Real-time automation does just that. It’s a mission critical technology that yields massive productivity improvements and cost savings. As a senior leader of a support team, it’s vital that I guide my team on the best ways to resolve issues while meeting customer expectations. It’s in our hands to ensure that our product runs smoothly and that if any issues arise, all are handled quickly and tactfully. Due to my 15 years of experience, I’ve put together five proven tactics for delivering superior tech support: [...]

By |November 5th, 2018|

Customer Community Cuts Costs with Real-Time Automation

By |September 6th, 2018|Categories: Cost Take Out, Real-Time Automation, Training / Coaching|Tags: , , , , , , , , |

In this edition of our Customer Community Stories, we’re diving into the variety of ways customers are achieving their cost reduction goals. Check it out: $16.5M in Savings This top health insurer needed to improve [...]

UK Utility: Weathering the Storm with Real-Time Automation

By |September 5th, 2018|Categories: Customer Experience, Real-Time Automation, Training / Coaching|Tags: , , , , , , , , , , , , , |

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. Real-time spikes in call volume due to storms and outages are a reality of life [...]

[Webinar Preview] Pro-Tips: Expert Advice from WFM Peers

By |August 27th, 2018|Categories: Best Practices / Metrics, Innovation, Real-Time Automation|Tags: , , , , , |

Contact centers are becoming more complex. Keeping up with the pressure to cut costs and meet demands is hard. Mix in emerging technologies like digital,  and your head is spinning. How do you navigate through [...]

Customer Community Continues to Create New Value through Innovative Use Cases

By |July 26th, 2018|Categories: Agent Engagement, Customer Experience, Innovation|Tags: , , , , , |

In this July edition of our Customer Community Use Case Story Round-up, we're looking at the innovative ways customers are achieving their cost take out goals with real-time contact center automation. Check it out: 4 [...]

3 Ways to Help Agents Self-Coach

By |December 4th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , , |

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most coaches understand this and agree that agents are more responsive to being asked questions about [...]

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

By |November 9th, 2017|Categories: Customer Experience, Innovation, Workforce Infrastructure|Tags: , , , , , , , , , |

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer support requests. Even the most prepared service groups can experience chaos in the contact center [...]

Are You Using Customer Feedback to Improve Processes?

By |November 2nd, 2017|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , , , |

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is really going on with our customers and center agents. Here’s one thing I think we [...]

Fear of Coaching

By |October 17th, 2017|Categories: Best Practices / Metrics, Training / Coaching|Tags: , , , , , , |

I love working with new coaches and helping them to become the best they can be. Most are very excited about coaching with agents and welcome the opportunity to apply their experience in a new [...]