Is Your Contact Center Prepared for Black Friday and Cyber Monday?

Posted by Haley Partus on Mon, Nov 23, 2015

As the Black Friday and Cyber Monday shopping frenzies begins, the debate continues on whether or not stores should be opened on Thanksgiving, with some stores opening their doors as early as 5pm on Thanksgiving. The shopping, countless bargains and doorbusters have become traditions in families across the states, but to many, Black Friday starting early is seen as commercialism taking over the holiday season.

As American consumers demand more, businesses have no choice but to keep up with those demands – and that includes proper customer service.

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Topics: Contact Center

Supercharging Your WFM with Intraday Automation

Posted by Bob Fletcher on Thu, Nov 19, 2015

(This article was originally posted on The Real-Time Frontline blog)

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 to automate workforce actions.

In order to fully understand what makes intraday automation different than WFM, you first have to understand what WFM really is.

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Topics: Workforce Management

Cloud-based Services vs. On-premise: It's About More Than Just Dollars

Posted by Nicholas Lee on Wed, Nov 4, 2015

(This article was originally posted on CloudTweaks on October 22, 2015)

The surface costs might give you pause, but the cost of diminishing your differentiators is far greater.

Will a shift to the cloud save you money? Potential savings are historically the main business driver cited when companies move to the cloud, but it shouldn’t be viewed as a cost-saving exercise. There are many other compelling reasons to make the move, perhaps most importantly agility and scalability. A better question might be – will shifting to the cloud improve your business or differentiated value?

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Topics: Cloud Workforce Optimization

The Cloud Security Checklist

Posted by Jeremy Powell on Thu, Oct 29, 2015

It’s no secret that security is a major concern of businesses looking to move certain aspects of their IT infrastructure to the cloud. However, often times cloud providers can offer better-protected data, compliance and availability than businesses provide on their own. 

The key is finding the right cloud provider with the right cloud security, protection and data center specifications in place. Use our check list below to find the best cloud based workforce optimization provider for your business:

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Topics: Cloud Workforce Optimization

How to Reduce Call Volume with Workforce Optimization & Analytics

Posted by Joel Richardson on Thu, Oct 15, 2015

Do you know why your customers are calling your contact center a second or third time with the same question? If you don’t, would you like to?

Oftentimes, contact centers do not have a way to automatically identify and track the reasons their customers are calling. Having a way to collect, analyze, and report on this vital information is of great use to anyone dealing with their customers. Knowing exactly why your customers call allows contact center management to reduce costs and improve quality by:

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Topics: Workforce Optimization

How to Celebrate National Customer Service Week…in Your Contact Center

Posted by Emily Bolt on Mon, Oct 5, 2015

National Customer Service Week is celebrated each year during the first full week of October. Customer service professionals work all year to uphold and enrich your brand. With that being said, National Customer Service Week is the perfect time to show your employees you appreciate the important role they play in your company.

The five core goals of National Customer Service Week are:

  • Boost morale, motivation and teamwork
  • Reward front line reps
  • Raise company wide awareness of the importance of customer service
  • Thank other departments for their support
  • Remind customers of your commitment to customer satisfaction

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Topics: Customer Service

Hiring, Utilizing & Managing a Successful WFO Team

Posted by Lane Winward on Thu, Sep 24, 2015

A common difficulty when purchasing Workforce Optimization (WFO), and in particular Workforce Management (WFM) software is hiring, utilizing and managing a successful team. Many times, companies purchase contact center software, receive training and then assign the tasks for WFM utilization to someone’s current job responsibilities. Oftentimes, this person does not have time to learn the sophisticated nuances of using WFO in order to secure a great return on investment for the contact center. It is not a matter of wanting to learn how to use the software the best way, but rather, an issue of having no time to do so.

If this is the case for your contact center, WFO has gone from being beneficial to a burden. What was once intended to streamline manual processes and optimize your contact center has now turned into something that creates stress and ultimately results in the use of the tool failing completely or being neglected.

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Topics: Workforce Optimization

INFOGRAPHIC: Why Intelligent Application Monitoring Tools Matter

Posted by Aaron Renfroe on Thu, Sep 17, 2015

If your contact center employs a Workforce Optimization solution, chances are there are built-in application monitoring and alarming capabilities. The question is, are those monitoring and alarming capabilities enough to take action and make an impact in your contact center’s productivity?

Why Native Application Monitoring Tools Don’t Work

Native application monitoring tools built into contact center software often churn out thousands of alerts each month. These alerts are not only distracting, but most of those alerts are duplicate and only a few require action. So how do you know if these alerts will truly impact your contact center? To find out which alarms are actionable and/or critical to your business you must invest hours of investigation and resources.  

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Topics: Global Monitor

Using Speech and Text Analytics to Find the Voice of the Customer

Posted by Jim Linkhauer on Fri, Sep 4, 2015

With the Internet, customers have more avenues than ever to provide feedback to or about a company. Because the foundation for most businesses is built on the customer experience, it is beneficial to pay attention to this feedback and to have an understanding and appreciation for the voice of their customer.

Finding the voice of the customer is not as abstract and unattainable as it once was. With the use of text and speech analytics, you can find where your customers are talking about you and what they are saying. Being able to collect, analyze and act on what your customers are saying is critical for companies to be able to improve satisfaction and streamline internal processes to ensure the ongoing success of your organization.

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Topics: Speech Analytics, Voice of the Customer, Contact Center

Why the Cloud Works Best for Contact Center Seasonality

Posted by Emily Bolt on Thu, Aug 20, 2015

According to the US Department of Labor, there are more than seven million businesses nationwide that employ approximately 135 million part-time and seasonal workers. Businesses that experience seasonal highs and lows need to be prepared for the increase and decrease in contact center activity that comes along with those fluctuations. Luckily, cloud-based workforce optimization solutions meet these seasonality needs and provide a way for businesses to invest in state of the art software platforms without the high cost of hardware and license fees.

Flexibility is key for all seasonal business needs and the contact center is no exception.

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Topics: Cloud Workforce Optimization

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