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WFM in an omni-channel world

During the short 30-minute train ride to the airport this morning, I used my phone, e-mail, SMS, Facebook, chat, and face-to-face talk for interaction. Thirty minutes; six different channels! A tech-savvy millennial would probably have used even more. Matt Sims wrote on his Teleperformance blog: “Multichannel customer service isn’t innovation; it’s simply what customers expect [...]
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Neither Avatar nor Terminator: WFM automation somewhere in the middle

The movie Avatar is about powerfully-engineered, living entities. Trained humans are electronically linked to its own “avatar” thereby controlling its every move. Whatever the human instructs, the avatar does it faster and more powerfully. Unplugged, their avatar ceases to function. In the movie, The Terminator, the terminator is also an engineered creature, but, contrary to [...]
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Make it easy to learn new concepts

Ensuring durable knowledge transfer during training sessions is always a bit of a challenge. Because people have different ways of perceiving and understanding their environment, they have developed different learning methods and approaches that work best for them. Some people prefer listening as it stimulates their auditory memory; some prefer taking notes, writing in their [...]
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Fun mobile facts

I will be holding a webinar on the 25th this month, looking at mobile and WFM engagement. I hope you all join me. In researching some numbers for the piece, I came across some amazing facts, which were too many to include but thought it might be of interest anyway, and some will make you [...]
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Forgot my password – the future of passwords

Everyday at work I interact with a lot of different services and they all keep my credentials in the form of username and password. It would be nice if I could have the same credentials for all services, but as you probably know I shouldn't. The reason for that appears from time to time when [...]
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What is coaching? – useful for my organisation?

Definitions for what coaching is may vary. According to Wikipedia: Coaching is "a method of directing, instructing and training a person or group of people, with the aim to achieve some goal or develop specific skills. There are many ways, types and methods of coaching. Direction may include motivational speaking and training, seminars, workshops and [...]
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Elton John’s odd lyrics – or importance of clear message delivery

I was reading an article in the Huffington Post about misheard song lyrics and, in a roundabout way, brought to mind the challenges WFM and operations partners face while communicating with each other. I don't know how many times I have seen frustration on a colleague’s face when trying to express, “Hold me closer tiny [...]
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Use WFM to identify and improve performance centres

Organisations with customer relations today are facing challenges of growing demand and more complex customer requests while, at the same time, they’re searching for more efficient ways to combine great customer service and operational efficiency. As such, analysing operations and processes would benefit from the use of various sets of tools. In this post, we [...]
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