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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|

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|

Contact Center Data: It’s Here, It’s There, It’s Everywhere!

There are many articles, webinars and conferences with an emphasis on big data and contact centers. Naturally with that being such a hot topic, many in the C-suite and savvy managers are looking at ways they can utilize the best practices. If you are getting on board the big data train, make sure you consider [...]

By |June 17th, 2014|Best Practices / Metrics, Innovation|

4 Keys to Success with Your Home Agent Initiatives

What used to be viewed as an “edgy” staffing approach for the contact center is fast becoming a preferred one. The use of work-at-home agents (a.k.a. remote agents, virtual agents, “lucky stiffs”) has grown rapidly in recent years. According to IT consulting giant IDC, there were over 300,000 home-based agents working in the U.S. in [...]

By |May 6th, 2014|Corporate Culture, Training / Coaching|

Getting Out of the Bubble: WFMers Network, Dance and Give Back at the SWPP Conference

 Workforce management planning is one of the toughest jobs in the contact center. Not only are these teams charged with staffing the floor with the exact number of agents, at the exact right time, for every half hour of the day, but many of the factors contributing to their success are out of their control. [...]

By |May 5th, 2014|Customer Experience|