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WFM Tips Featuring Maxene Squire [Webinar Preview]

Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the customer experience? Keeping up with demands is no easy task, especially when you're relying on time-consuming manual processes to get you to the finish line. Join your workforce management peers, Maxene Squire and Harper Flores, [...]

The Challenges of Employee Retention

The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive to any company in a variety of ways, not the least of which is the impact on the customer experience, too. According to Gallup: Engaged employees are involved in, enthusiastic about, and committed to their [...]

By |February 23rd, 2016|Agent Engagement, Best Practices / Metrics, Training / Coaching|

The Contact Center Costs You Can Control vs. the KPIs that Control You

Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned about on a daily basis? When we talk about “profitability” in the contact center, the first consideration is revenue, which can be defined many ways depending on your business. In-house contact centers revolve around customer [...]

By |July 21st, 2015|Best Practices / Metrics|

Contact Center Coaching Needs “The Right Stuff”

Coaches "with the right stuff" help to ensure that our centers provide consistently excellent customer experiences. Few new coaches are equipped with all the skills needed to be successful. It’s up to us to hire well and to provide them with the skills and tools for the job. Because if our coaches fail, our contact [...]

By |March 10th, 2015|Training / Coaching, Workforce Infrastructure|

Why the “Old” Way of Workforce Management isn’t Good Enough

Having been in this business over 40 years and in over 1,000 call centers in five continents, I've seen some major changes in workforce management. For example, back in the early days, we didn't have ACDs – we had PBX “hunt groups.” Calls were simply given to the next available agent. There were no queues, [...]

By |February 24th, 2015|Best Practices / Metrics, Innovation, Workforce Infrastructure|

Employee Engagement Drives Business Growth

Fact: The employee experience drives the customer experience. I know I'm stating the obvious - but, shockingly, to many, it is not that obvious. So many companies still fail to recognize that important connection, to the ultimate detriment of the business. Why is the customer experience so bad? Because when 70% of our workforce is [...]

By |January 22nd, 2015|Corporate Culture, Training / Coaching|

Is Agent Training On-Board Your CX Train?

Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with our customers and improve the bottom line. Not enough training and our employees may fail to provide the customer experience needed. Some centers do not have the luxury of having a full time center trainer [...]

By |September 16th, 2014|Training / Coaching, Workforce Infrastructure|

Measuring – and Continuously Improving – C-Sat Across Every Contact Channel

Customers today can hate you in a wide assortment of channels. That may not be the most positive and optimistic statement, but in today’s always-on omni-channel customer care environment, it’s something contact center managers and company execs need to understand – and fend against. One of the best ways to ensure that your customers don’t [...]

By |March 4th, 2014|Best Practices / Metrics, Innovation, Training / Coaching|

The “Other” Voice: Voice-of-Employee Initiatives Electrify the Contact Center

The “Voice of the Customer” has been making a lot of noise in contact centers recent years. Formal “VOC” initiatives have helped many centers get closer to the customer – gathering invaluable customer data and feedback (via C-Sat surveys, analytics, etc.) that lead to significant improvements in service, product offerings and overall operational efficiencies. No [...]

By |October 2nd, 2012|Corporate Culture|

The 3 P’s of Call Center Management

You hired your agents for one primary job: to interact with your customers, handle their inquiries, and be strong representatives of your company. But, unfortunately, they have lots of other things to do, too. Some activities – like training and coaching – make them better at their jobs. But there are others – like administrative [...]

By |September 27th, 2012|Best Practices / Metrics|