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Ring in the Holidays with Real-time Automation

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of year turn can quickly turn even the most thoughtfully planned and forecasted day awry. Unexpected spikes in volume can leave your team fighting fires to keep up. How do you possibly prepare? Real-time automation streamlines [...]

Forefront Discussions Highlight Efficiency and Employee Engagement

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken Blanchard When you have a good conversation with an industry peer, exchange war stories and survivor tips, you’re building community. Forefront is a community where contact center operations and workforce management leaders, as well as [...]

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 [...]

Prevent Fires with a Real-Time Frontline

What’s the difference between tactics and strategy? Strategy is what you are trying to accomplish, where tactics answer the question of how you will accomplish it. Look at it this way: strategy is doing the right things. Tactics are doing things right. For most Real Time Analysts in today’s contact centers, every day is like [...]

By |February 22nd, 2016|Best Practices / Metrics, Training / Coaching|

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|

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|

Investing in Your Frontline Workforce is Good for Business

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that when frontline employees are satisfied and can operate at peak efficiency, things like productivity, performance and customer satisfaction are sure to follow. In other words, that the investment made will be well worth it. A recent [...]

By |April 16th, 2015|Training / Coaching, Workforce Infrastructure|

7 Steps to Healthy WFM Scheduling

How do you know when your schedules need a check up? Is it time for a check-up on your WFM scheduling? Regardless of the tools you use in your contact center, schedules are produced based on parameters – or “fences” – that the scheduling system is required to schedule within. To make sure your schedules [...]

By |September 30th, 2014|Best Practices / Metrics|

3 Must-Haves for Workforce Management Success

Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by both queue and skill, they are also tasked with scheduling the right number of agents needed to handle calls at a prescribed service level and average handle time. This is a very specialized job that [...]

By |August 26th, 2014|Best Practices / Metrics, Innovation|

3 Myths About Millennials and Agent Motivation

 Millennials: it’s the name given to the generation following Generation X. Millennials were born around 1982. They are confident, civic-minded, highly connected, and – in many contact centers – they make up a large percentage of your new frontline workforce. Agent motivation for your Millennials is a must, or they will ultimately become part of your [...]