The Fine Line between Personalizing the Customer Experience and Asking For Too Much Data

By: Tracey E. Schelmetic    4/28/2015

Essentially, when companies decide to collect data, they need to be mindful of customer's very justified wariness about what information they're willi…

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Chat Finds Its Place in the Modern Contact Center

By: Tracey E. Schelmetic    4/22/2015

While the phone remains indispensable to the contact center - customer support facilities are, after all, set up to revolve around the telephone - Web…

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How Workforce Management Helps the Competitive Advantage

By: Susan J. Campbell    4/21/2015

Workforce management applies today for those who truly care about the customer experience and want to put the competition out of mind for the consumer…

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Workforce Management Market Set to Explode

By: Susan J. Campbell    4/15/2015

This expansion will also help in the development of new functionality and keeping costs under control. While companies will look to the cloud for cost…

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Manual Skilling Has Significant Negative Consequences for Contact Center

By: Tracey E. Schelmetic    4/14/2015

Part of the performance improvement comes from better call handling capacity, and the reduced chances of calls being lost, transferred or put on hold,…

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Allowing Younger Workforces to Engage with Workforce Management on Mobile Devices

By: Tracey E. Schelmetic    4/9/2015

Today, most organizations have rather one-size-fits-all policies when it comes to managing their workforce. It makes sense: tailoring a management pol…

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Will RPO Vendors Add Value to Workforce Management?

By: Susan J. Campbell    4/6/2015

Contact centers throughout the world are using workforce management to accurately project volumes, schedule staff according to projections and skill-s…

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The Healthcare Industry Succeeds Adopting the Best Practices of the Contact Center Industry

By: Tracey E. Schelmetic    4/2/2015

Customized inbound/outbound strategies can also be used to better ensure that patients are following their healthcare regimens and taking their medica…

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Is the Customer Experience More Important than the Cost of Workforce Management?

By: Susan J. Campbell    4/1/2015

This is where a healthy shift in thinking could be beneficial for the contact center industry. Putting the customer experience first and financial cha…

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Hitting KPIs in the Call Center Requires a Firm Foundation

By: Tracey E. Schelmetic    3/24/2015

Key performance indicators (KPIs) are commonly used in contact centers, but they mean different things to different people. Managers may seem them as …

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The Benefits of Service Automation for Employee Onboarding

By: Special Guest    3/23/2015

All companies strive to integrate new employees as quickly and seamlessly as possible, as a smooth onboarding process allows for greater productivity …

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Millennials & The Customer Service Shift

By: Alexandra Duggan    3/23/2015

Companies are starting to rethink the way they interact with customers as the next generation of consumers is starting to overtake the market. By the …

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Are Some Customers More Worthy of Loyalty Efforts Than Others?

By: Tracey E. Schelmetic    3/18/2015

In the world of business journalism, there is a lot of talk of customer loyalty today. There are tips regarding how to improve it, how to measure it, …

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Social Media: Linchpin of the Customer Experience

By: Steve Anderson    3/17/2015

There are a couple statistics out there that show the value of customer experience: Lee Resource once noted that, for every one customer complaint, th…

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Ready to Drive Better Performance in the Contact Center?

By: Susan J. Campbell    3/17/2015

Today's contact centers also need quality monitoring if they want to compete in dynamic markets. Monitoring customer interactions is essential if grea…

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Is PlayStation Network's Customer Service a Big Game Over?

By: Steve Anderson    3/16/2015

Sony, in recent months, has been on top of the world gaming-wise. Having soundly thrashed its biggest competitor Microsoft at the 2013 E3 event, and p…

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Taking Real Action to Improve the Quality of Customer Service

By: Tracey E. Schelmetic    3/12/2015

For all the efforts companies today go through to try and improve the customer experience, there is evidence that's it's not working very well. Custom…

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Steps to Improve Interactions with an Angry Customer

By: Susan J. Campbell    3/10/2015

The angry customer - it's the call that most call center agents don't want to receive, yet most will at some point in their career. It's up to call ce…

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Turning the Customer Experience Around

By: Tracey E. Schelmetic    3/10/2015

Many companies today are in a state of denial about the quality of the customer experience they provide. In fact, the situation would be comical if it…

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Oracle: Many Companies Falling Down on the Customer Service Job

By: Steve Anderson    3/9/2015

When it comes to customer service, most everyone can agree that it's a very valuable part of the overall operation. But an Oracle study also shows tha…

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How iRobot Deployed Co-Sourcing to Achieve 95%+ CSAT

By: Special Guest    3/5/2015

iRobot thrives on delighting customers with innovative products that make life better. As Director of Global Technical Support, my #1 mission is to en…

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Meeting the Challenges Ahead for the Contact Center

By: Tracey E. Schelmetic    3/5/2015

While contact center managers are obliged to keep an eye on what's happening in a company's customer support operations today, a good manager also nee…

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The Changing Customer Experience in the Insurance Industry

By: Susan J. Campbell    3/3/2015

Reports continue to surface on the customer experience across a myriad of industries. Companies continue to search for the right formula to ensure the…

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Why Speech Analytics is Good for Workforce Management

By: Susan J. Campbell    3/3/2015

To be competitive today, companies need to invest in solutions that allow them to make use of data to drive outcomes. For the call center environment,…

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Forrester Metrics Show Improving the Customer Experience Yields Results

By: Laura Stotler    2/26/2015

Most organizations understand that the customer is always right, the customer comes first and customer experience needs to be a business priority. And…

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Customer Experience - More Than Just a Marketing Exercise

By: Paula Bernier    2/26/2015

Customer experience has become a catchphrase in recent years, as businesses recognize the growing importance of more effectively catering to clients a…

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The New Face of Workforce Management for 2015

By: Tracey E. Schelmetic    2/25/2015

A third critical benefit that modern workforce management will provide is the ability to run complex analytics on workforce management processes in or…

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Can Smart Simplicity Help Improve Workforce Management?

By: Susan J. Campbell    2/23/2015

How do you drive the overall effectiveness of your workforce? Do you implement employee engagement strategies on a regular basis or do you integrate w…

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Apple May Need to Improve Customer Service to Compete with Microsoft

By: Laura Stotler    2/20/2015

In perhaps one of the most peculiar customer service experience phenomena of our time, retail storefronts staffed with hip, engaged and savvy personne…

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4 Ways to Improve Workforce Management Outcomes

By: Susan J. Campbell    2/19/2015

There are a number of challenges that can exist within the contact center space. It's not uncommon for turnover to be high, the pressure to cater to c…

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Where Will APAC CMOs Put Investment This Year? In Customer Experience, Says IDC

By: Steve Anderson    2/18/2015

The topic of where to invest is a difficult point for any business to consider; a business that isn't busy growing is likely busy dying, to misquote "…

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2015 Will Bring New Demands to Workforce Management

By: Tracey E. Schelmetic    2/18/2015

The American workforce is changing, as is the global workforce. Hours are becoming more flexible, and the barriers between work and home life are disa…

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Getting the Best in Customer Experience Requires Open Standards

By: Steve Anderson    2/11/2015

Customer experiences come in all forms, from spectacular to terrible, and any business worth its salt wants to make sure the best ones are found at th…

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Build Rewards and Incentives into Call Center Performance with Workforce Management

By: Tracey E. Schelmetic    2/10/2015

The rewards and incentives can be in the form of money, recognition ("employee of the month" and a photo on the wall), non-monetary rewards (a primo p…

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How Workforce Management Can Help Improve FCR

By: Susan J. Campbell    2/9/2015

How often are customer issues resolved on the first call in your contact center? First call resolution (FCR) is often a topic of importance as the hig…

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Chief Customer Officers Help Oversee Company's Vision for Customer Experience

By: Tracey E. Schelmetic    2/4/2015

In an effort to shore up the quality of customer service being offered, many companies have instituted new programs, overhauled training and brought n…

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The Restaurant Industry and the Contact Center Industry Have Lessons for One Another

By: Tracey E. Schelmetic    2/4/2015

In the restaurant industry, like in the contact center, managers, supervisors and other non entry-level positions are often filled by people who start…

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Improving Customer Experience for the Cafe Workforce

By: Alisen Downey    2/3/2015

We talk a lot about providing a better customer experience, or a better employee experience, but what about the experience of the customer that is als…

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Workforce Management Success Depends on Listening

By: Susan J. Campbell    2/3/2015

The point is, your employees have a lot to say that delivers value to your processes. It's important to not only give them a voice, but also truly lis…

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Nothing Can Stop Customer Service Agents Who Actually Like Their Job

By: Mae Kowalke    1/30/2015

As someone who regularly doles out advice on how to boost the customer experience, it is a bit awkward to admit that customer service strategy has its…

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Three Ways to Improve Employee Productivity

By: Mae Kowalke    1/30/2015

Nothing psychologists do is actually mind-blowing; what they teach and help with is stuff all of us know on some level. But psychologists help us actu…

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'Largest Photo Booth Ever' Creates Engaging Customer Experience with Digital Signage

By: Alisen Downey    1/28/2015

In today's competitive retail landscape, businesses are pushing the envelope and getting creative when it comes to building an engaging customer exper…

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Don't Trust Your Workforce Management to the Fake Cloud

By: Susan J. Campbell    1/26/2015

Have you ever encountered a fake cloud solution? In a world of countless hosted offerings, two solutions offered by two different providers can look a…

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Personalization of the Customer Experience - Both Online and Offline

By: Tracey E. Schelmetic    1/23/2015

In the world of customer support, personalization is the key to improving the customer experience. Customers don't like to be treated as a number, the…

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Cloud-based Workforce Management Expands Call Center Labor Options and Reduces Costs

By: Tracey E. Schelmetic    1/22/2015

Once the initial "future shock" of the idea has worn off, companies may find that building a partly "virtual" contact center offers a host of benefits…

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Unlock the Best in Customer Experience with a Mission Focus

By: Steve Anderson    1/20/2015

Sometimes it must seem like customer service agents are on the lowest rungs of the ladder, doing a job that should be a no-brainer. But increasingly, …

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Why You Need the Omnichannel Experience in Your Customer Care Center

By: Susan J. Campbell    1/19/2015

The important point here is that customer expectations continue to intensify, putting more pressure on your customer service teams to deliver quality …

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How to Handle that Angry Customer on Social Media

By: Mae Kowalke    1/16/2015

Not every brand interaction on social media is the win of another customer. Let's face it: Often times the role of the customer service agent on socia…

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SPLICE Software Discusses How Gamification Strengthens the Workforce

By: Alisen Downey    1/14/2015

People use their computers and mobile devices for all kinds of purposes these days-and that includes playing games. So how can companies take technolo…

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Companies of All Sizes See the Benefits of Workforce Management in the Cloud

By: Tracey E. Schelmetic    1/14/2015

While companies of all sizes and in all industries are taking advantage of cloud-based solutions today, the call center has seen some of the most star…

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