­

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|

A Real-time Frontline Workforce: Getting the Right People, in the Right Place, at the Right Time

(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top priority is delivering a consistently outstanding customer experience. When customers call in, they are instantly greeted by a knowledgeable agent who can answer their questions accurately and in a timely fashion. There is always the [...]

Create Loyal Customers ‘On the Fly’ With a Real-Time Workforce

(This blog post first appeared on WIRED Innovation Insights on March 10, 2014.) In today’s market, the ongoing customer experience a company delivers is often its only clear differentiator. For better or worse, even a seemingly happy customer will make the jump to another brand if they can get a similar product or service easier and [...]

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question you can answer is what do your customers really want? In the contact center, it’s simple: speed and accuracy. Customers aren’t looking for a relationship, they just want to get in and get out. They [...]

By |January 16th, 2014|Workforce Infrastructure|