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UK Utility: Weathering the Storm with Real-Time Automation

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 in the utility industry. To be prepared, many utility companies choose to staff a surplus of agents and run call [...]

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

An Idle Millennial = An Unhappy Millennial

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 a whole other animal, and it is one of reasons why seeing an idle Millennial is rare. In fact, their [...]

By |July 13th, 2017|Agent Engagement, Intraday Automation|

How Can Your Team Innovate Around the Customer Experience?

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 require massive investments of time and money. Innovation doesn’t have to be impossible! Make it fun and fast, and learn [...]