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Transform Your Call Center into a Superhero

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be. It’s wreaking havoc on your customers, your agents and the business. Who is this villain? It goes by the name of Status Quo and it lurks in the shadows delivering mayhem. You see it every [...]

Show Your Agents You Care this Valentine’s Day

With Valentine’s Day upon us, what better time to show agents your care? This “Hallmark” holiday is for more than just giving out boxes of chocolates. It’s the perfect chance to acknowledge your staff for their dedication and hard work. See how automation makes it easy to give your agents the recognition they deserve. And, [...]

3 Ways to Improve Adherence in the Contact Center

Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to help you improve adherence and keep your operations running smoothly. When agents don’t (or can’t) adhere to their schedule, the WFM team must manage these exceptions manually. Some companies tolerate a certain percentage of non-compliance [...]

One Billion Actions Transforms Global Call Centers

Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from manually reactive to strategically proactive in the blink of an eye. For many global call centers, this transformation has become a reality. Based on the unique needs of each center, real-time automation performs one billion [...]

Customer Success: Cost Reduction with Automation

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For our customers, this means significant cost reduction. Take a look at some of their recent successes: 4.5% Increase in FCR: This leading telecom provider needed a way to improve agent performance. Providing training quickly and [...]

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, [...]

Customer Community Cuts Costs with Real-Time Automation

In this edition of our Customer Community Stories, we’re diving into the variety of ways customers are achieving their cost reduction goals. Check it out: $16.5M in Savings This top health insurer needed to improve agent engagement while also reducing costs in their center. Idle time wasn’t being used productively due to inefficient processes. With [...]

By |September 6th, 2018|Cost Take Out, Real-Time Automation, Training / Coaching|

UK Utility: Weathering the Storm with Real-Time Automation

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. Real-time spikes in call volume due to storms and outages are a reality of life in the utility industry. To be prepared, many utility companies choose to staff a surplus of agents and run call [...]

By |September 5th, 2018|Customer Experience, Real-Time Automation, Training / Coaching|

[Webinar Preview] Pro-Tips: Expert Advice from WFM Peers

Contact centers are becoming more complex. Keeping up with the pressure to cut costs and meet demands is hard. Mix in emerging technologies like digital,  and your head is spinning. How do you navigate through the clutter? In our upcoming webinar, Harper Flores and Maxene Squire, experienced WFM professionals, will share first-hand how they conquered [...]

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer support requests. Even the most prepared service groups can experience chaos in the contact center during these months. I experienced this firsthand during my time as Director of Global Workforce Optimization at a Fortune 25 [...]

By |November 9th, 2017|Customer Experience, Innovation, Workforce Infrastructure|