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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|

Social Customer Service Equals Positive Experiences

I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees. I met one of Hy-Vee’s executive vice presidents after my speech to the store directors, and he proudly told me [...]

By |June 4th, 2015|Customer Experience|

Supercharging Your WFM with Intraday Automation

With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday automation and workforce management. Most think that intraday automation is just another workforce management product. It isn’t. Intraday automation is designed to enhance WFM systems and fill in the missing gaps, using valuable data from your WFM in conjunction with user-defined rules [...]

By |June 2nd, 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|

Why Employee Experience Must Come Before Customer Experience

"Treat employees better than customers." What? Isn't that sacrilegious? There's a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly [...]

By |March 19th, 2015|Customer Experience, Workforce Infrastructure|

Why the “Old” Way of Workforce Management isn’t Good Enough

Having been in this business over 40 years and in over 1,000 call centers in five continents, I've seen some major changes in workforce management. For example, back in the early days, we didn't have ACDs – we had PBX “hunt groups.” Calls were simply given to the next available agent. There were no queues, [...]

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

Remember, Call Center Agents = Your Brand.

How's your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand [...]

By |January 28th, 2015|Corporate Culture, Workforce Infrastructure|

Are You On the Customer Experience Naughty List?

'Tis the season... Santa's making his lists and checking them twice. Oh no! Your company shows up on his Customer Experience Naughty List! What did you do wrong this year? In short, a lot. There are five categories in which companies continue to fall down when it comes to the customer experience. For each category, I'll [...]

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

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|

Customer Experience. It’s the Number-One Priority Driving Contact Center Workforce Optimization

(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on July 2, 2014.) Improving the customer experience has long been the siren’s call of industry analysts and B2C enterprises, but when out of the spotlight, most would have admitted that driving new revenue, cost reduction and [...]

By |September 22nd, 2014|Customer Experience, Innovation|