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It’s Not Just Your Forecast Anymore

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. In today’s WFM world, it’s just as important to manage intraday processes as it is to start with an accurate [...]

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

4 Ways to Boost Cx and Operational Efficiency with Intraday Automation

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your own. In fact nowadays, customers are smarter and more complex, because they prefer self-help support within the marketplace and they can access it in various ways, 24/7. But, what happens when you reach a roadblock? [...]

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution by 2020. And for call centers, the hub of customer experience management, the pressure is on to get the omnichannel [...]

The Future of Contact Center Automation

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the Philippines are asking themselves as automation continues to have a major impact on the contact center industry. According to a recent Wall Street Journal article, robots are already starting to replace agents on some low-end [...]

By |September 6th, 2016|Innovation, Intraday Automation|

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|

Forefront Atlanta Takeaways

I was lucky enough to be part of Forefront Atlanta on May 3rd.  Forefront events bring together frontline workforce leaders from across workforce management, operations, IT and L&D to experience and discuss the future of the industry. The Atlanta event, which was anchored by Citi and Cox, saw attendance increase four-fold from the fall 2015 [...]

By |May 24th, 2016|Customer Experience, Innovation, Intraday Automation|

How BPOs Can Turn Idle Time into Productive, Billable Time

In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s contact centers changes daily, becoming more and more complex. Sophisticated algorithms, forecasting and scheduling programs try to predict call volume and match it with the right number of agents at the right time, but then…the [...]

By |January 5th, 2016|Innovation, Workforce Infrastructure|

Planning Ahead When Your Contact Center is Already Behind

It’s the end of the year. A time when your corporate partners are taking time off to rest and recharge. They’re building their plans, getting ready for next year. How can they grow the business? How can they deliver even more customer value? What about you? For many B2C contact centers, this is the busiest [...]

By |December 29th, 2015|Workforce Infrastructure|

‘Tis the Season to Put Intraday Automation to Use in the Retail Environment

The holiday shopping season has peaked and now the “return season” is in full swing, and that means it’s anything but business as usual for the retail industry and its contact centers. The good news is that forecasted revenue is projected to be anywhere from $600 billion to $886 billion this holiday season. But with this [...]

By |December 28th, 2015|Innovation, Workforce Infrastructure|

Three Cases for Intraday Staffing

The truth is, customers don’t care if you are understaffed. Disruptions or deviations from the day’s forecast will always occur. The key question is how will you respond? Intraday Staffing is an important component of any effective intraday automation platform that provides you with an optimized workforce based on customer demand – whether it’s lower [...]

By |October 13th, 2015|Innovation, Workforce Infrastructure|