voice of the customer

Voice of the Customer – More Than Just a Survey

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Contact center managers often tell us, “My contact center needs a customer survey tool so I can know what my customers are saying.”  And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.” However, the reality is […]

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workforce management

Workforce Management Basics in Today’s Contact Center: Part 2

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In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management You figured out the forecast and created a schedule to cover it, so […]

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contact center benchmarks

Contact Center Benchmarks Provide Continuous Improvements

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How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks, that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar […]

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workforce management

Workforce Management Basics in Today’s Contact Center: Part 1

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For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. In the […]

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workforce optimization

Gain Workforce Optimization Tips from Top Brands

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Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing […]

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gamification

3 Gamification Types to Use in Your Contact Center

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How boring would life be if there were only one flavor of ice cream?! Baskin-Robbins loved variety so much they created 31 flavors, and then Ben & Jerry had to do them one better with 50+ flavors! So why subject your contact center to just one flavor of gamification? Studies show gamification positively impacts employee […]

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5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

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Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact […]

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If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

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Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has […]

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