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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|

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|

Financial Services Contact Centers: Intraday Automation Puts Your Customers First

Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to dealing with a portfolio of highly regulated products, there are generational chasms with varying expectations, demands and tolerance level across multiple channels. Additionally, the industry is facing technological updates. In a recent survey, 53% of [...]

By |January 20th, 2016|Customer Experience, 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|

Intraday Automation: The Next Sea Change

In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has changed the game. My very first call center back in 1973 started with a PBX (Private Branch Exchange). Customers called in and were passed around until an agent became available. Or, if all incoming lines [...]

By |April 30th, 2015|Innovation, Workforce Infrastructure|

Intraday Automation is the Future of the Agile Workforce

About two weeks ago, I was in a contact center with 250 agents. This center is one of six large centers on a team and is experiencing some significant operational challenges. First, customer demand in this center is extremely unpredictable. Some weeks, volume spikes in the mornings, other times in the afternoon or evenings. Forecasting [...]

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

Employee Engagement Leads to Working Harder and Caring More

Aristotle said, “Pleasure in the job puts perfection in the work.” This could have been the beginning of what we now call employee engagement. That was a long time ago – over 2,300 years ago! So, let’s break this simple quotation down. Just nine words long, and yet it is very powerful. Here are five [...]

By |February 3rd, 2015|Training / Coaching, Workforce Infrastructure|

Will the Holidays Stress Your Customer Service Delivery?

It’s that time of the year. The weather outside is getting frightful, the mistletoe is looking ripe for picking, the tree farms are popping up all over town, and yes, businesses are stressing out about their most wonderful time of the year. Holiday time has always been bittersweet for me. Yes, I am abundantly blessed [...]

By |November 18th, 2014|Corporate Culture, Customer Experience|

A Nose for Real-time Customer Service

Have you seen the viral video making the rounds about Sherlock, the adorable and very energetic dog “employed” by KLM Royal Dutch Airlines, who finds passengers’ lost items and returns them to their owners? When a KLM crew-member comes across an item — a child’s stuffed animal, a phone, a laptop — the highly trained [...]

By |October 16th, 2014|Corporate Culture, Customer Experience|

11 Things You Must Know to Win the Customer Experience Battle

If knowing is half the battle, what's the other half? In the 1980s, there was a G.I. Joe cartoon series for kids that embodied good vs. evil. At the end of each episode was a public service announcement (PSA) that would answer various questions and teach kids some valuable lessons. Each PSA ended with, "Now [...]

By |August 21st, 2014|Corporate Culture, Customer Experience, Training / Coaching|