The hard part is done—the decision to transition to work from home as a staffing strategy to a work strategy—and we know it works!

Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.

This new uber-heterogenous mix of full-time, part-time, contract and virtual agents has made the sheer act of scheduling center resources exponentially more difficult and complex.

WFM is an operating culture and philosophy, not just software.

Non-real-time tasks are good “test beds” that advance learning while shielding customers and agents from bumps.

Thirty seconds on hold is much different to a customer who is waiting than to an agent who is seeking assistance.

Way too many centers still have way too many manual process steps, negatively impacting the customer experience and the cost of doing business.

It’s time to take these tools, and the related processes and roles, to the next level; the market has us poised to do just that.

What if the cost of workforce optimization software exceeds your budget, or you don’t need the robust feature set of an enterprise solution?

Our attention to customer care and guidance throughout the first year or two of our partnership is what makes the difference for our customers.

Besides measuring standard contact center metrics, a majority of the organizations represented in the roundtable discussions are determining the appropriate customer experience (CX) metrics

When used in conjunction with other feedback channels, digital feedback can provide unique insights into the ‘why’ behind the ‘what’ that traditional surveys offer.

Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.

There are many choices of where to focus investments, time and resources in pursing optimization. The first step is to change how you use what you have to get some quick gains.

As economic power continues to flow from seller to buyer, it becomes increasingly important to strategically leverage the consumer information that resides in the contact center.

When agents can self-identify errors and opportunities for improvement, the coaching session is viewed in a positive manner and not taken as criticism.

You have to define the functionality you seek as well as the integration requirements to look for the right solution type and associated vendors.

To deliver a great customer experience, your contact center has to be aware of interaction trends in a timely manner.

A speech tool is not a plug-and-play technology. Your organization must be prepared to dedicate the proper resources that will ensure its success.

Our customer service quality staff selectively plays example call recordings back to operators to help them learn how to improve call handling.

Daily microlearning reinforces previous training, builds up knowledge over time, and keeps critical information top of mind, where agents can access it as needed.

Pinpointing agent knowledge gaps and problematic behavior paves the way for coaching opportunities to improve performance, productivity and call-handling strategies.

Workforce Intelligence gives managers information about how employees are doing so they can better understand their agents and the contact center as a whole.

Considering the smaller size of support staff, WFO software can potentially have a greater impact on the Small-Medium Business than it does on their larger counterpart.

While traditional KPIs remain essential barometers of performance, an increasing number of contact centers are also directly measuring the pulse of the customer.

Skinny data can help you cross the finish line while big data is still generating a multitude of reports that are just as likely to confuse as impress.