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Why All the Fuss Over Advanced Intraday Automation?

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 of advanced intraday automation, including the problems it addresses, what it is, why it’s growing so quickly and the value [...]

How to Make 2017 Your Best Year Yet with Intraday Automation

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes in your center to ensure success. Reflecting on the past, think about the areas that could be improved to bring your operations to the next level. Is it agent training and development? Meeting service level [...]

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 Best Way to Serve Omnichannel Customers? Just Ask Them.

It's hard to be in customer service. There are so many different – and conflicting – reports of what customers really want from you that it can be overwhelming to decide how to optimize your processes and allocate your resources. For instance, Teletech says that 28% of customers prefer to resolve issues via phone – [...]

By |December 1st, 2015|Customer Experience, Innovation, Workforce Infrastructure|

Partners are Part of the Omnichannel Equation

Are you considering all of your channels when you think about the omnichannel experience? In last month's post, I wrote about improving the omnichannel experience to reduce customer effort. In my closing statement, I mentioned that I'd write next about a channel that you may not think about when you’re making the transition and the [...]

By |November 18th, 2015|Customer Experience, Innovation|

Improve the Omnichannel Experience, Reduce Customer Effort

Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. Measuring customer effort is probably one of the best ways to understand if you're delivering a great customer experience; effort is a key driver of satisfaction and of the overall experience, [...]

By |October 15th, 2015|Customer Experience, Innovation|

Social Customer Service Equals Positive Experiences

I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees. I met one of Hy-Vee’s executive vice presidents after my speech to the store directors, and he proudly told me [...]

By |June 4th, 2015|Customer Experience|

Using Social Media to Drive an Exceptional Customer Experience

You probably know by now that connecting with customers on a personal level through social media is beneficial to your bottom line, right? Though how exactly are you supposed to go about that? Do you know where to start? It’s actually not that difficult, but I can understand how getting a good foothold in social [...]

By |March 25th, 2014|Corporate Culture, Customer Experience, Innovation|

The Reality of the Real-time Frontline Workforce Starts With…

Despite all the advancements in technology and new customer channels, one thing has remained constant in the contact center: when customers reach out, there has to be a frontline agent on the other end, ready to interact with them. Though the way customers choose to communicate has changed – with e-mail, chat and social networks [...]

By |March 18th, 2014|Customer Experience, Training / Coaching|

To Multi-Skill or Not to Multi-Skill: That is the Question…

But what is the answer? Unfortunately, it’s not crystal clear what is best. It seems like the trend towards universal agents in a multi-channel contact center has swung back and forth over the past few years. For a while, it was all the rage – let’s teach everyone to answer every call, and then we’ll [...]

By |February 25th, 2014|Innovation, Training / Coaching|