Illustration by Eric Jackson

February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched on a variety of popular topics, including leadership, omnichannel, customer experience, workforce management, staffing and customer service.

Inside View: Eileen Campbell, Horizon Utilities
Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers. The leaders who stand out are those who are able to influence others through the actions that they exhibit on a daily basis—not just their words—inspiring others to reach their potential.

A Look Ahead: 17 on ’17 (Part 1)
The last few years have brought constant change and evolution in customer expectations, technology, digital channels and how contact center leaders and solutions providers see the future of service delivery. Each year, we see new trends emerge across all areas of the business—some that become game-changers for the contact center industry, while others just seem to fade into the background.

WFM in an Omnichannel World
In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around multichannel workforce management (WFM). Contact center leaders “get it.” They want to move beyond Excel worksheets to common reporting, forecasting and scheduling that address all media needs. But omnichannel WFM is not all it’s cracked up to be in the marketing hype—operationally or technologically.

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 people-intensive organizations plan and efficiently schedule their workforce to improve customer service as well as better meet the needs of employees.

The Cold Shoulder of Customer Care
“Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings by Sir Walter Scott in the early 19th century and remains a common idiom today, for good reason. Today’s consumer has multiple options to consider when purchasing pretty much anything.