Nimble: The Science of Scheduling

By: Maurice Nagle    11/19/2015

Managing a staff of any size can pose a great challenge, let alone in a global company with thousands of employees. So whether the vertical is healthc…

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Genesys Takes a More Prescriptive Approach in Selling Omni-channel

By: Paula Bernier    11/18/2015

The contact center industry - and businesses at large - has been talking about the omni-channel contact center for some time now. In terms of adoption…

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Why Financial Institutions Can't Afford to Ignore Mobile

By: Susan J. Campbell    11/17/2015

As the competition continues to intensify, call centers in this space must be able to meet the evolving communications demands and expectations of a c…

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Ensure Your Contact Center is Leveraging Real-Time Data with Analytics Capabilities

By: Tracey E. Schelmetic    11/17/2015

Increasingly, however, contact centers are realizing the value of the data they generate, and turning to technologies that can help put it to better u…

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Optimizing Customer Service Interactions with Actionable Data Monitoring

By: Art Rosenberg    11/12/2015

Business communications are dramatically changing with the demand for multimodal, rather than voice only/telephony services for customer interactions.…

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4 Strategies to Quickly Boost Morale and Performance in the Call Center

By: Susan J. Campbell    11/11/2015

Fortunately, this is a topic often visited upon by workforce management solutions provider, Monet Software. The company recently posted a blog with a …

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What Makes a Great Contact Center Agent?

By: Tracey E. Schelmetic    11/10/2015

It's a question many companies would pay a lot for a definitive answer to: What makes some contact center agents so successful, cool under pressure an…

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5 Ways to Defeat Marketing Blindness and Attract New Customers

By: Special Guest    11/6/2015

Attracting new customers - one of the most important requirements of growing a business - is arguably more difficult today than ever before.Brands oft…

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VHT to Give Customers Detailed Agent Availability Directly in Search Engine Results

By: Clayton Hamshar    11/5/2015

Search engines play a vital role in customer service operations, as this is by far the most popular way for consumers to find contact information for …

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Eliminating Negative Language from the Contact Center Vocabulary

By: Tracey E. Schelmetic    11/3/2015

Your agents might think, "What's the big deal? People know what we mean when we say it." The truth is that language can push a lot of buttons in our s…

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Turn to Analytics to Get More Out of Workforce Management

By: Steve Anderson    11/2/2015

Some haven't considered how much value is involved in connecting sales to accounting for smoother management of accounts payable and receivable, let a…

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If You Want to Please Customers, You Should Be Empowering Agents

By: Tracey E. Schelmetic    10/28/2015

Let's face it: the traditional image of the contact center doesn't exactly bring to mind ideas of empowered workers. Contact center workers are often …

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Social Media Can Be the Answer to Your Workforce Management Headaches

By: Susan J. Campbell    10/26/2015

It wasn't that long ago that social media sites were banned on work computers. Considered a time waster, IT quickly blocked the sites once they gained…

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Is Digital Signage the Key to Employee Engagement?

By: Steve Anderson    10/21/2015

We all want it, but it can be hard to find even in the best of times: employee engagement. It's what keeps businesses on track. Getting it can be diff…

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What Being a Parent Can Teach You About Running a Business

By: Special Guest    10/21/2015

The old saying "the customer is always right" is associated with helping and giving - which are character strengths, especially in customer service. B…

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The Essentials of Project-Centric Resource Execution for Improved Resource Management

By: Special Guest    10/19/2015

Resource management should start with resource planning. Prioritizing and scheduling people to ensure they are working on the right projects at the ri…

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Call Handling Tips from Sun Tzu

By: Mark Bedard    10/15/2015

Sun Tzu's "The Art of War" has become the most influential and well-known book of strategy ever written since it was first compiled two thousand years…

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Customer Escalations: Why You Should Reward Customers Who Complain

By: Special Guest    10/13/2015

Giva founder Ron Avignone teaches you how to create a customer service department that is built to prevent customer escalations, but prepared to use t…

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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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