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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|

A Rose By Any Other Name… Agent Word Choices

By |July 13th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , |

When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following correct procedures and engaging with our customers. One skill that can be overlooked is word [...]

An Idle Millennial = An Unhappy Millennial

By |July 13th, 2017|Categories: Agent Engagement, Intraday Automation|Tags: , , , , , , , , , |

Remember when ‘chat’ meant talking face to face? Baby Boomers and Gen X’ers likely remember those days, which included eye contact and facial cues. But now the Millennials are ‘large and in charge.’ 'Chat’ is [...]

AccorHotels Global Reservation Centre Takes Home Workforce Management Practices Award for use of Intradiem to Improve their Business!

By |June 22nd, 2017|Categories: Agent Engagement, Best Practices / Metrics, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB) Workforce Management Practices Award for their use of Intradiem to deliver business improvements across both [...]

Advanced Intraday Automation – Getting a Seat at the Budget Table

By |June 16th, 2017|Categories: Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , |

In the prior blog article, "Why All the Fuss Over Advanced Intraday Automation," we outlined the problems addressed, what it is, why it’s growing so quickly and the value centers and their managers are realizing. [...]

More Coaching Misses and How to Fix Them (Part 2)

By |June 15th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , |

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities. Here are some more ideas for your consideration: Avoid talking about other agents and their [...]

Why All the Fuss Over Advanced Intraday Automation?

By |June 6th, 2017|Categories: Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced intraday automation. This summary aims to provide a quick primer on the ins and outs [...]

5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

By |June 1st, 2017|Categories: Agent Engagement, Best Practices / Metrics, Intraday Automation, Training / Coaching|Tags: , , , , , , |

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to rise. Keeping agents happy amidst the call center chaos can prove to be challenging for [...]

8 Qualities to Look for in an Intraday Automation Provider

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

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 [...]