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Ever-Elusive Customer Experience ROI

When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? Typically, it's something along the lines of: Why? What's in it for us? What's the customer experience ROI? If I spend money on those improvement initiatives, that takes money from some other initiative. Which is more important? It feels like it's a no-brainer, and yet, it can be a challenge. The problem arises because executives like to see immediate returns, while customer experience improvements often take 18 months to two years to design, deliver, and begin to show up [...]

By |January 25th, 2016|

It’s Not Just Your Forecast Anymore

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

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. [...]

Solving the Mystery of the Missing Empathy

By |April 6th, 2017|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , |

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 [...]

How Can Your Team Innovate Around the Customer Experience?

By |March 30th, 2017|Categories: Customer Experience, Innovation, Workforce Infrastructure|Tags: , , , , , |

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to help your customers and team members innovate around the customer experience in ways that don’t [...]

5 Ways to Fuel Employee Engagement

By |March 28th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Intraday Automation, Training / Coaching|Tags: , , , , , , |

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 [...]

Spring Cleaning Time for Our Centers

By |March 23rd, 2017|Categories: Best Practices / Metrics, Training / Coaching, Workforce Infrastructure|Tags: , , , |

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 [...]

4 Ways to Build a Culture of Customer and Company Empathy

By |March 16th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture|Tags: , , , , , |

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. [...]

Forefront Discussions Highlight Efficiency and Employee Engagement

By |March 7th, 2017|Categories: Agent Engagement, Customer Experience, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken Blanchard When you have a good conversation with an industry peer, exchange war stories and [...]

What if You Were Your Own Customer?

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

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 [...]