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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? [...]

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|

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|

WFM: From the Back of the Bus to Driving the Bus

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet 45% of customers can’t remember having a positive customer experience! At the same time, today’s buyers are more empowered than ever. Not only can they do their own research online, but they can also use [...]

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|

BPOs, Where’s Your Value Add? Strategic Partner or Cost-Benefit?

Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. Most companies are seeking temporary increases in labor during peak periods and more consistent service levels by having additional staff available without having to pay the fully loaded labor rate. The major benefit of engaging [...]

By |October 23rd, 2015|Best Practices / Metrics, Innovation|

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|

Intraday Automation Making Life Easier in the Contact Center

As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and make customers happier. A recent study by Aberdeen Group shows intraday automation might be the magic bullet – or at least the secret sauce – to how leading contact centers are managing their workforces to [...]

By |August 18th, 2015|Innovation, Workforce Infrastructure|

15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both? In the last two months, I've written about employee effort and employee empowerment. This month, I'm going to tackle employee efficiency. How is that different from the other two? Let's start by defining efficiency or being efficient, and then I'll come back to that question. According [...]

By |June 18th, 2015|Corporate Culture, Training / Coaching|

Solving BPO Challenges with Intraday Automation

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set of challenges. Typically, the reason an outsourcer has the business in the first place is because they can do it for less than what it would cost the client to handle themselves in-house, so cost [...]

By |June 11th, 2015|Innovation, Workforce Infrastructure|