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Shrink the Shrinkage with Contact Center Automation

Call center shrinkage may seem like a necessary evil by yesterday’s standards. However, technology that works in real-time - contact center automation – has proven to dramatically reduce the cost of shrinkage. Here’s how automation can benefit your center: Training Made Easy It’s important that your agents get the proper training and development. But scheduling, [...]

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 [...]

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|