With CXone, Fossil Group Unifies Contact Centers, Raises Performance

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Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business, including 250 call center agents who support over 10 languages. Three third-party call centers […]

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If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

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Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has […]

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Coaching — Medicine for the Contact Center

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“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!” What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are […]

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Intraday Management — GPS for the Contact Center

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When it comes to sense of direction, I’ll admit I’m closer to “can’t find her way out of a paper bag” than “has a strong internal compass.” So you can understand that GPS navigation is riding shotgun when I’m on the road and is in my top-five most frequently used apps. As I slogged along […]

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analytics

Curious How Analytics Can Impact Your Quality Management?

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Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the […]

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agent productivity

5 Tips to Improve Call Center Agent Productivity

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Agents are the biggest asset in any contact center. Ironically, contact center agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven […]

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athens services

Athens Services: “How Did We Go for So Long” Without WFM?

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Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California. Before NICE […]

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dentalplans

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

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With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue.  Outbound callers generate membership […]

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quality management

How are Omnichannel and Artificial Intelligence Changing Quality Management?

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The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel call center software – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Omnichannel interactions became a goal of companies when it became clear that customers wanted the ability to […]

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