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Engaged Contact Center Employees Equal Happy Customers

Engaged Employees = Happy Customers

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...
Verint Mid Market Solutions

5 Ways Verint Mid-Market Solutions Can Help Your Business

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center....

Workforce Management in the Omnichannel Age

Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Listening? Yes I Am. Great, Now Act on What You Heard from...

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in...
SWPP 2017 Annual Conference Wrap-Up

Part 2: 2017 SWPP Annual Conference Wrap-up

Going to SWPP’s Annual Conference is like going to Workforce Management camp. Surrounding ourselves with like-minded buddies for three days is a powerful energy...
Chatbots—The Next Step in the Evolution of the Contact Center

Chatbots—The Next Step in the Evolution of the Contact Center

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business...
Society of Workforce Planning Professionals

2017 SWPP Conference: News & Notes from the Vendor Showroom

Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions)...
Contact Center Culture of Trust

A Culture of Trust

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
5 Mistakes to Avoid When Scheduling with Workforce Management - WFM

5 Mistakes to Avoid When Scheduling with WFM

Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was. WFM helps...
5 WFM Things You Have to Do by Hand

5 WFM Things You Have to Do by Hand

I'm a gadget guy. If it beeps, blinks or pretends to make life easier after following the 115-step setup guide, I want it! I...
SWPP Conference Image

30 Takeaways from the 2016 SWPP Conference

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts...
The Near Death of Workforce Management

The (Near) Death of WFM

If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe....