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Call Center Cost Reduction: Automation Outranks Alternatives

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center operations typically turn to one of four options to meet these objectives. These include digital solutions, right placement, workforce management, and automation. Each option provides a different return on investment and execution risk. Question is, [...]

By |September 29th, 2017|Best Practices / Metrics, Innovation, Workforce Infrastructure|

Why the Contact Center Community is Achieving Unprecedented Levels of Success with Intradiem

Advanced intraday automation has reached critical mass and is quickly becoming a ‘must have’ platform for enterprise contact centers focused on improving customer experience and agent performance while reducing cost. Want proof? The value that centers at Sprint, Rogers, Pacific Gas & Electric, and others are realizing continues to increase. This community of innovators is [...]

By |July 20th, 2017|Workforce Infrastructure|

AccorHotels Global Reservation Centre Takes Home Workforce Management Practices Award for use of Intradiem to Improve their Business!

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB) Workforce Management Practices Award for their use of Intradiem to deliver business improvements across both the customer and employee experiences. AccorHotels accomplished these improvements through their use of a platform created and provided by Intradiem. [...]

Advanced Intraday Automation – Getting a Seat at the Budget Table

In the prior blog article, "Why All the Fuss Over Advanced Intraday Automation," we outlined the problems addressed, what it is, why it’s growing so quickly and the value centers and their managers are realizing. This time around we will provide a practical guide to creating a business case for the advanced intraday automation solution. [...]

By |June 16th, 2017|Innovation, Workforce Infrastructure|

Why All the Fuss Over Advanced Intraday Automation?

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced intraday automation. This summary aims to provide a quick primer on the ins and outs of advanced intraday automation, including the problems it addresses, what it is, why it’s growing so quickly and the value [...]

By |June 6th, 2017|Innovation, Workforce Infrastructure|

It’s Not Just Your Forecast Anymore

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But then came multi-channel and customers with smartphones that shifted the entire dynamics of your profession. In today’s WFM world, it’s just as important to manage intraday processes as it is to start with an accurate [...]

By |April 10th, 2017|Best Practices / Metrics, Innovation|

5 Ways to Fuel Employee Engagement

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and thank goodness because I would much prefer to resolve issues with a friendly human versus a robot). In a recent post, [...]

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 [...]

4 Ways to Boost Cx and Operational Efficiency with Intraday Automation

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your own. In fact nowadays, customers are smarter and more complex, because they prefer self-help support within the marketplace and they can access it in various ways, 24/7. But, what happens when you reach a roadblock? [...]

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, Workforce Infrastructure|