There is a reason you have invested in a WFM system. That reason is the promise of a better working world: a world where service levels are met with greater efficiency in staff numbers and higher occupancy levels, where adherence is managed well above the 90-percent rate and where satisfied agents feel empowered by having [...]

In an environment where the automation of processes and contacts scripting help provide customers with mass servicing that answers standard questions, a trend seems to be emerging: cases which require more in-depth, personal observation help niche contact centres to stand out by fostering the development of a very specialised set of skills. A sound, automated [...]

CEO Tom Goodmanson delivers keynote speech at Customer Connect 15 on how technology empowers customer contact centres to drive corporate strategy and revenue growth. Year over year, we’ve delivered on what we promised because we take your feedback to heart, integrating hundreds of product features based off of what we’ve heard from our business users. […]

It is pretty much common knowledge today that success is driven by excellent customer experiences. The question is, how do you provide it? The answer is quite obvious - through proper training of your employees at all levels. Teleopti partner USAN has recently published an article where they reflect on the assumption that 80% of [...]

I have just finished The Effortless Experience: Conquering the New Battleground for Customer Loyalty – a very interesting read that challenged many of my assumptions. The authors, Dixon, Toman and Delisi, have worked with the contact centres of hundreds of companies in order to examine how they can be more effective in growing and protecting [...]

Very few things in a contact centre have importance that rival a correct headcount and proper staffing, based on the forecasts created. The tricky art is to have a correct headcount. Let’s take the month of June, for example. The headcount work would have needed to be done a few weeks earlier. HR would need [...]

I think it goes without saying that there is often a tangible communications disconnect between the contact centre and the rest of the business. While the goals of the enterprise are well understood by all (i.e., keep customers happy, earn profits and please the shareholders), how those goals are reached is interpreted in different ways […]

Customers are increasingly using different communication channels to contact organisations. Some of these customers are pretty savvy, knowing more than your employees or agents. Yet this doesn’t preclude them from demanding top service: on the contrary! Talk about being put on the spot and being on your toes. For anyone working in customer servicing, it’s [...]