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8 Qualities to Look for in an Intraday Automation Provider

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 and contact center operations is apparent - The Challenge is Real and relying on the status quo is not an [...]

Coaching Misses and How to Fix Them (Part 1)

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our team members. Unfortunately coaching is sometimes done based solely on process goals rather than looking at the “moments of truth” that we create for our agents during the process. So many things we do and [...]

Forefront Discussions Highlight Efficiency and Employee Engagement

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 survivor tips, you’re building community. Forefront is a community where contact center operations and workforce management leaders, as well as [...]

Are You a Manager with Heart?

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them how much we appreciate and love them. Making people feel special should be more than one day on the calendar and this is especially true for managers. Sometimes we get caught up in the process [...]

Your Company is Mapping the Customer Journey – Are You Invited?

Journey mapping is a great way to truly understand just how hard it is to be your customer. An effective journey map shows you what it’s like to stand in your customers’ shoes, seeing their pain points and moments of truth from their perspectives. Done right, it’s a game changer. We recently surveyed over 100 [...]

By |December 1st, 2016|Best Practices / Metrics, Customer Experience|

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|

Help Your B2B Clients, Help Yourself

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can't - and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea [...]

Share Your Contact Center Employees, Share Your Learning

Loaning out your employees to the rest of the business gives them fresh perspectives on career paths and spreads your knowledge to the rest of the organization – but it also brings knowledge back. I once led customer experience for a division of a Fortune 25 company. Knowing that the call center was where the [...]

By |September 12th, 2016|Agent Engagement, Best Practices / Metrics, Training / Coaching|

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|

How to Build Customer Loyalty

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment - "What gets measured gets managed."  I've seen it proven true time and again.  If you focus on NPS scores, they go up. Whether customers are actually happier is a different question. But by focusing [...]

By |July 7th, 2016|Best Practices / Metrics, Customer Experience|