workforce management

Workforce Management Basics in Today’s Contact Center: Part 2

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In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management You figured out the forecast and created a schedule to cover it, so […]

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contact center benchmarks

Contact Center Benchmarks Provide Continuous Improvements

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How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks, that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar […]

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software and soft skills

Why Digital Customer Service Depends on Software and Soft Skills

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If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in […]

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The Digital Revolution: Best-in-Class Digital Experiences

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In an earlier post, The Digital Revolution, Rising Consumer Expectations, we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center Today in most company’s ownership of […]

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digital customer service

5 Key Technologies for the Future of Digital Customer Service

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We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in […]

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building chatbot

Cheat Sheet for Building the Best Chatbot

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The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. This makes them the perfect candidates for tasks with a predictable and well-defined conversation flow. We’ve created […]

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