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Forefront is Making its Next Stop

Back in May, we brought together some of the best minds in Workforce Management, Operations, L&D and IT to discuss market trends, existing contact center challenges and viable solutions. What actually happened was beyond our wildest expectations — the exchange of ideas, the rich discussions about the future of the profession, the takeaways from other [...]

By |July 14th, 2016|Innovation|

Forefront Atlanta Takeaways

I was lucky enough to be part of Forefront Atlanta on May 3rd.  Forefront events bring together frontline workforce leaders from across workforce management, operations, IT and L&D to experience and discuss the future of the industry. The Atlanta event, which was anchored by Citi and Cox, saw attendance increase four-fold from the fall 2015 [...]

By |May 24th, 2016|Customer Experience, Innovation|

How BPOs Can Turn Idle Time into Productive, Billable Time

In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s contact centers changes daily, becoming more and more complex. Sophisticated algorithms, forecasting and scheduling programs try to predict call volume and match it with the right number of agents at the right time, but then…the [...]

By |January 5th, 2016|Innovation, Workforce Infrastructure|

Planning Ahead When Your Contact Center is Already Behind

It’s the end of the year. A time when your corporate partners are taking time off to rest and recharge. They’re building their plans, getting ready for next year. How can they grow the business? How can they deliver even more customer value? What about you? For many B2C contact centers, this is the busiest [...]

By |December 29th, 2015|Workforce Infrastructure|

‘Tis the Season to Put Intraday Automation to Use in the Retail Environment

The holiday shopping season has peaked and now the “return season” is in full swing, and that means it’s anything but business as usual for the retail industry and its contact centers. The good news is that forecasted revenue is projected to be anywhere from $600 billion to $886 billion this holiday season. But with this [...]

By |December 28th, 2015|Innovation, Workforce Infrastructure|

Three Cases for Intraday Staffing

The truth is, customers don’t care if you are understaffed. Disruptions or deviations from the day’s forecast will always occur. The key question is how will you respond? Intraday Staffing is an important component of any effective intraday automation platform that provides you with an optimized workforce based on customer demand – whether it’s lower [...]

By |October 13th, 2015|Innovation, Workforce Infrastructure|

How Intraday Automation Addresses Top Three BPO Pains

For BPOs, it’s all about delivering an excellent customer experience while making a profit. It’s not an easy job. Often, this means doing more with less. And for Business Process Outsourcers (BPOs), agents are a fixed cost that can also serve as a competitive advantage. The BPO contact center environment is complicated with its own [...]

By |September 29th, 2015|Best Practices / Metrics, Workforce Infrastructure|

Contact Center Innovation: If You’re Good Enough, Why Change?

How do you drive contact center innovations and implement change? The answer is – not easily. Contact centers are set in their ways. They have a process and procedure that is dictated and, for the most part, they follow it. And even though most of it is done manually – and often times with mediocre [...]

By |August 25th, 2015|Innovation, Workforce Infrastructure|

Intraday Automation Making Life Easier in the Contact Center

As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and make customers happier. A recent study by Aberdeen Group shows intraday automation might be the magic bullet – or at least the secret sauce – to how leading contact centers are managing their workforces to [...]

By |August 18th, 2015|Innovation, Workforce Infrastructure|

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|