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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|

Intraday Automation: The Next Sea Change

In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has changed the game. My very first call center back in 1973 started with a PBX (Private Branch Exchange). Customers called in and were passed around until an agent became available. Or, if all incoming lines [...]

By |April 30th, 2015|Innovation, Workforce Infrastructure|

Intraday Automation is the Future of the Agile Workforce

About two weeks ago, I was in a contact center with 250 agents. This center is one of six large centers on a team and is experiencing some significant operational challenges. First, customer demand in this center is extremely unpredictable. Some weeks, volume spikes in the mornings, other times in the afternoon or evenings. Forecasting [...]

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

Finding (and Using) Insights from Customer Service Big Data

Knowing your customers is important for providing the best possible service, but how companies use customer data is more essential than ever for creating an experience with lastly positive impressions. Analytics drive a company’s ability to match a customer, for example, a 29-year-old male located in the Midwest, with the customer service agent best suited [...]

By |February 18th, 2015|Best Practices / Metrics, Innovation|