Analytics and Workforce Optimization Can Combine to Create Customer Support-Boosting Synergy

By: Tracey E. Schelmetic    10/12/2015

One area where analytics can make a huge difference is the contact center. The customer support function succeeds or fails based on metrics, and analy…

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How's Your Call Center Scheduling Adherence?

By: Susan J. Campbell    10/12/2015

When several members on your team are taking a few minutes here and a few minutes there on a regular basis, it appears as though you are understaffed …

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Should Call Center Management Use Technology for Training?

By: Susan J. Campbell    10/5/2015

Making this investment in the agent base is something call center management cannot afford to miss. Given the role technology plays in the call center…

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Top Tools for Hassle Free Employee Communication

By: Special Guest    10/5/2015

The ability to know what is going on with your sales, in real time, can make a huge difference in your business. Here are a few tools to achieve that …

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Kindness to Both Agents and Customers Goes a Long Way toward a Positive Customer Experience

By: Tracey E. Schelmetic    9/30/2015

In a recent blog post for Multi-Unit Franchising, John Tschohl, president of Service Quality Institute, emphasizes that practicing courtesy toward cus…

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Disgruntled Apple Customer Calls Out Tim Cook

By: Paula Bernier    9/29/2015

When Diane L. Katz reached out to Apple tech support for help with a mail application that kept presenting her with the spinning symbol, she never ima…

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Is Your Workforce Management Solution Truly Cloud-Based?

By: Susan J. Campbell    9/28/2015

Ensuring the workforce is available to handle the planned activities for the day is generally at the top of the priority list for a call center manage…

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Converting Gift Shoppers into Buyers for Your Online Store

By: Special Guest    9/28/2015

When it comes to gift giving, online shoppers can be gun-shy for various reasons. Customers will routinely buy products online for themselves at their…

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Dish Network Provides New Portal that Gives Customers Accurate Service Appointment Times

By: Christopher Mohr    9/25/2015

DISH Network recently introduced an online appointment portal that's bound to please anyone who has ever had to set aside a four-hour time window wait…

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Tools and Approaches to Help Workers Feel More Valued and Boost Employee Engagement

By: Tracey E. Schelmetic    9/23/2015

Many companies today believe that the way to build morale among the workforce is to pay them more. While certainly an employee is unlikely to be able …

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Contact Center Use Growing in UK But Cost is an Issue

By: Mae Kowalke    9/23/2015

A recent study by ContactBabel found that there was a 4 percent increase in the number of contact centers this year, which now total roughly 5,840. Th…

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Five9 Announces Salesforce Omni-Channel Support for Cloud Contact Center Software

By: Oliver VanDervoort    9/18/2015

Five9 has long been considered a leading provider when it comes to cloud-based contact center software. Earlier this week, the firm announced that it …

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Use Performance Management to Praise, Not Punish

By: Tracey E. Schelmetic    9/18/2015

There is a strong belief in many contact centers that performance management technology is for the purpose of monitoring and adjusting individual agen…

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Call Automation: Cost vs. Benefit

By: Mark Bedard    9/16/2015

Most contact center professionals will agree that call automation has come a long way in recent years. New capabilities such as speech recognition and…

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15 Tools To Help Increase Your Productivity

By: Drew Hendricks    9/16/2015

Let's go ahead and get it out there: while you're reading this article, you're probably also scanning your Twitter feed, scrolling through Instagram p…

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Does Digital Really Improve the Customer Experience?

By: Susan J. Campbell    9/11/2015

What do your customers want in their relationship with you? Some might jump immediately to quick and quality service, while others may get into more d…

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The Cure for Agent Apathy: Better Technology and Better Training

By: Tracey E. Schelmetic    9/9/2015

What drives customers away from a business? Is it substandard products? Is it long wait times when they call for help? Is it underwhelming marketing e…

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Customer Feedback is Your Mirror

By: Special Guest    9/8/2015

Lately, I've been drawing parallels between people, businesses and the need for self-assurance. If mirrors are objects of personal observation and gro…

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Improving the Contact Center from Its Workforce Optimization Foundation Up

By: Tracey E. Schelmetic    9/2/2015

Success or failure in business today hinges on the customer experience far more than at any time in history. Customer loyalty is low, and companies ne…

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3 Ways to Maximize Your WFM Investment

By: Susan J. Campbell    9/1/2015

For those who have ever worked in customer service, the phrase, "the customer is always right" can conjure up feelings of frustration. It's difficult …

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Contact Center Agents Can Be Either Generalists or Specialists, but Workforce Management Must Be Adaptable

By: Tracey E. Schelmetic    8/27/2015

There are some age-old matters of opinion in the world: toilet paper roll over or under? Beatles or Rolling Stones? Do dogs or cats make better pets? …

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Lightning Strikes at Salesforce: CRM Giant Retools UI, Enables Responsive Design

By: Paula Bernier    8/25/2015

In what Salesforce says is its biggest launch ever, the company has unveiled Salesforce Lightning, which represents a complete rebuild of its Sales Cl…

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Selecting a PPM Solution: Three Key Criteria

By: Special Guest    8/25/2015

Project Portfolio Management (PPM) software will bring several benefits to any organization, regardless of size, industry sector, or maturity. PPM sof…

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Have the 2015 Contact Center Predictions Come True?

By: Tracey E. Schelmetic    8/18/2015

So where did analysts get it right in their predictions? Mostly where it came to the use of big data analytics to drive efficiencies and improve proce…

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Reducing Cloud Anxiety in the Contact Center

By: Tracey E. Schelmetic    8/18/2015

Data security - another area of concern - is also at least as secure as it would be a premises-based solution. While it's true that contact centers ha…

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Mixing the Perfect Sales Cocktail

By: Special Guest    8/14/2015

Sales can be complicated! Whether you're a career sales professional or just starting your first sales job, being a good salesperson can be frustratin…

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Goodbye to Premise-based Contact Center Solutions Reformulated for the Cloud

By: Tracey E. Schelmetic    8/13/2015

With the explosive growth of the cloud contact center industry -- between 2008 and 2012, the cloud market grew by some 224 percent and shows no signs …

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Workforce Management That's Prepared for the Unexpected

By: Tracey E. Schelmetic    8/12/2015

Every contact center engages in some sort of workforce management (so do many other enterprise operations). It might be rudimentary and "good enough" …

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Why Do We Hate Our Callers?

By: Mark Bedard    8/10/2015

Let's put that in perspective. New communication mediums, protocols, and interaction methods are coming at us faster than we can blink. Yet, almost 2 …

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Why Every Contact Center Should Use Speech Analytics Technology

By: Special Guest    8/10/2015

If you own, manage or work in a contact center, your workplace can greatly benefit from the incorporation of speech analytics technology. Speech analy…

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What's Next for Workforce Management?

By: Tracey E. Schelmetic    8/5/2015

In the contact center, workforce management (WFM) has come a long way since its earliest days, which (for those of you youngsters) meant graph paper a…

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Ready to Add the Internet of Things Channels to the Contact Center Mix?

By: Tracey E. Schelmetic    8/5/2015

Is your contact center an integrated omnichannel wonder center that handles all customer communications, either inbound or inbound, regardless of comm…

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The Push to the Cloud Set to Turn Premise-Based Applications into Nostalgia

By: Tracey E. Schelmetic    7/30/2015

In about a decade, the transfer of knowledge to the cloud will be a distant memory. Young professional workers probably won't remember a time that the…

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Can You Improve Workforce Management With One Little Word?

By: Susan J. Campbell    7/28/2015

One of the most challenging exercises to complete is one in which you are asked to describe something in just one word. Most of us want access to seve…

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How Customer Centricity Can Accelerate Your Commercial Growth

By: Special Guest    7/23/2015

Customer service is the foundation upon which successful businesses are built. Customer wants and needs are constantly evolving, and great technology …

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T-Mobile Transforms its Customer Service Experience with Sparkcentral

By: Special Guest    7/23/2015

When T-Mobile branded themselves as the "un-carrier" in 2013, it was a game-changing moment in the telecommunications industry. Suddenly, customers we…

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Getting the Most Out of Your Workforce Management Investment

By: Susan J. Campbell    7/21/2015

Agents can easily input schedule and vacation requests directly into the system, eliminating the need to optimize a supervisor's time to do so. To eas…

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The Only Call Center Metrics That Counts Are the Ones that Make Your Customers Happier

By: Tracey E. Schelmetic    7/20/2015

Today, about 80 percent of contact centers collect some type of metrics, or operational telemetry about how their contact center works. Traditional me…

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The Basics of Workforce Management

By: Mae Kowalke    7/15/2015

Knowing how to get the most from a workforce management solution is not always immediately evident, however. Monet Software, which makes the cloud-bas…

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What's Behind a Great Customer Experience? 10 Factors that Lead to Happy Customers

By: Special Guest    7/14/2015

There's no denying it - happy customers are worth more money. And it's really not surprising, as anger or disappointment rarely leads to a spending sp…

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The Problem with Selling a Solution Before Finding the Problem

By: Special Guest    7/14/2015

Ever heard of 'putting the cart before the horse?' It's an old expression often used to suggest that one is doing something in the wrong order. It als…

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Better Training & Support Holds Key to Excellent WFM

By: Stefania Viscusi    7/13/2015

Companies today want to improve the bottom line and are on a constant hunt for ways to remain successful. Management must stay on the cutting edge of …

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Help Your Employees Cure the Summertime Blues

By: Special Guest    7/13/2015

Summer's finally here. For many of us that means BBQs, beach parties, and campouts. But with 74 million children out of school, it can also mean expen…

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Using the Quarterly Business Review to Reduce Customer Churn

By: Special Guest    7/8/2015

Customer churn is expensive. The best way to avoid it is to keep close tabs on the health of business relationships and address issues proactively rat…

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Improving the Customer Experience Begins With Improving the Agent Experience

By: Tracey E. Schelmetic    7/7/2015

As customers' expectations have been on the rise, so too has the complexity of the organization and the number of communications channels customers ca…

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Search Marketing Goes Mobile: What Marketers Need To Know

By: Special Guest    7/6/2015

Google searches take place more on mobile devices than on desktops in 10 countries including the U.S. and Japan. Though Google declined to disclose th…

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Building an Effective Strategy for Handling and Reducing Customer Complaints

By: Tracey E. Schelmetic    7/6/2015

It's not an easy task, and it takes a certain quality of person to remain upbeat even in the face of hostility and borderline abuse. There is, however…

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Four Tips to Drive Offline Sales

By: Special Guest    7/1/2015

Advertisements and valuable content can bring your audience to your website, but what is driving them to your store? Even though customers are able to…

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Key Considerations in Choosing Project Management Software

By: Larry Alton    7/1/2015

If you know anything about the average office employee, you know that they don't spend nearly as much time on task as they could. Indeed, a recent ana…

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Why You Need Workforce Management to Keep Your Good Agents

By: Susan J. Campbell    7/1/2015

As workforce management solution provider, Monet Software highlighted in a recent blog post, there are benefits to paying attention to these two chall…

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