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Five Tactics to Delivering Superior Tech Support

What if you could provide call center directors with one billion assistants at their fingertips? Real-time automation does just that. It’s a mission critical technology that yields massive productivity improvements and cost savings. As a senior leader of a support team, it’s vital that I guide my team on the best ways to resolve issues while meeting customer expectations. It’s in our hands to ensure that our product runs smoothly and that if any issues arise, all are handled quickly and tactfully. Due to my 15 years of experience, I’ve put together five proven tactics for delivering superior tech support: [...]

By |November 5th, 2018|

One Billion Actions Transforms Global Call Centers

By |December 3rd, 2018|Categories: Agent Engagement, Cost Take Out, Innovation, Real-Time Automation, Training / Coaching, Workforce Infrastructure|Tags: , , , , , , , , , , |

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 [...]

Winning Call Centers Empower Agents

By |November 14th, 2018|Categories: Agent Engagement, Best Practices / Metrics, Innovation, Real-Time Automation|Tags: , , , , , , |

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you make your agents a priority without impacting service levels? Real-time automation delivers a simplified approach [...]

Customer Success: Cost Reduction with Automation

By |October 11th, 2018|Categories: Agent Engagement, Cost Take Out, Customer Experience, Real-Time Automation, Workforce Infrastructure|Tags: , , , , , , , , |

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 [...]

How to Boost Agent Morale with Real-Time Automation

By |October 3rd, 2018|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Real-Time Automation, Training / Coaching|Tags: , , , , , , , |

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly are the voice of your company. Are you recognizing and celebrating their achievements? Many companies [...]

WFM Tips Featuring Maxene Squire [Webinar Preview]

By |September 10th, 2018|Categories: Cost Take Out, Innovation, Real-Time Automation, Workforce Infrastructure|Tags: , , , , , , , , , , |

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 [...]

Customer Community Cuts Costs with Real-Time Automation

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

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 [...]

UK Utility: Weathering the Storm with Real-Time Automation

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

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 [...]

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

By |August 27th, 2018|Categories: Best Practices / Metrics, Innovation, Real-Time Automation|Tags: , , , , , |

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 [...]