10 Strategies for Modern Workforce Optimization!
Managing the workforce to be both efficient and effective will pay every contact center operation great dividends. Contact center agents are the decisive factor in making or breaking the customer...
View ArticleAre Inefficiencies Hiding in Your Contact Center?
Assumptions often catch us by surprise especially when proven wrong. Perhaps no where is this more true than in the contact center where assumptions can have huge operational and performance...
View ArticleAre You Constraining Your Back Office Performance? [Video]
It is critical to understand how long tasks take employees to complete in your business. This isn’t new information to any supervisor or manager. But how you are measuring back office performances may...
View Article5 Ways to Become an Undercover Boss in Your Contact Center
One of my favorite shows on TV is the Undercover Boss. The concept is as straight forward, as it is intriguing: A CEO or other executive typically of a large enterprise goes undercover for a week in...
View ArticleWorkforce Management Guide To Surviving Employee Zombieland
Zombieland…For some people, this word brings to mind the guilty pleasure of sitting in the dark, eating popcorn while gleefully watching one of the slew of movies and TV shows centering on man’s...
View Article6 Contact Center Changes You Should Anticipate Now
“Change is the only constant in life,” according to Greek philosopher Heraclitus. This seems especially true in the fast-paced world of managing the customer experience. There are many variables that...
View ArticleIs Your Workforce Planning Puzzle Still Missing Key Pieces?
Do you remember that time you worked for hours on a puzzle, only to find the last piece was missing? You wanted to tear your hair out in frustration because that puzzle didn’t work without that last...
View Article6 Jedi Moves to Awaken the (Work)Force
On December 18th, fans around the world will be treated to another movie masterpiece Star Wars: The Force Awakens. Going by the international hype and trailers, this is a must-see movie for every Star...
View ArticleTackling 3 Questions in Contact Center Agent Skill-Sets
Because of the growing challenges of finding, training, and retaining qualified employees, increasing agent skills has become a key objective of many of today’s contact center managers. While it...
View ArticleMake Your Customers Happy with More Engaged Employees
While innovations in contact center technology have transformed the industry during the past decade, when it comes to contact center operations, people are still your most important asset. The...
View ArticleUnderstand the ROI: Improving Agent Handling Time
When considering any new contact center solution, it’s important to evaluate the potential return on investment (ROI), as well as specific benefits and features. To build this ROI understanding, we...
View ArticleRealizing the Economic Impact of Employee Engagement
Ensuring your contact center employees are fully engaged in their day-to-day jobs sounds like a very logical thing. When your employees enjoy their work, everyone is better off—your customers and your...
View ArticleTop Customer Service Trends Part 2: Driving Effectiveness
In the first post of this customer service trends series, I highlighted the importance of incorporating ease into the customer experience (CX). More than ever, customers want low-effort, seamless...
View ArticleIs the Average Handle Time Metric Dead?
We’ve all had the experience of calling customer service to resolve a question or issue only to feel that the agent is rushing us off the phone, needlessly transferring us to another person or even...
View ArticleEfinancial Drives Business Value with Speech Analytics
A few weeks ago I was honored to co-present a webinar with Lori Bauer, the Director of Sales Support at Efinancial. Though I had spoken with Lori many times before, I was still in awe listening to her...
View ArticlePutting the Emphasis on Employee Engagement in 2015
Genesys Senior Vice President of Human Resources Tracy Cote recently posted on a blog on Glassdoor on the importance of engaged employees. Whether you’re hiring employees across your company or aiming...
View ArticleHow to Maximize the Benefits of Speech Analytics
Speech Analytics has proven to be a powerful solution for optimizing workforce performance and the customer experience. But, don’t just take my word for it! Look at some of the dramatic results that...
View ArticleWhat Does the Future Look Like? Learn from G-Force Speakers
What will exceptional customer relationships look like in two years? Five years? How can you approach each customer journey so the experience you deliver today breeds loyalty now and into the future?...
View ArticleLessons from Brexit on Contact Center Integration
Immediately after the British decision to leave the European Union (known as “Brexit”), financial markets around the world demonstrated anxiety with the impending breakup. Some economists around the...
View ArticleMake Your Employees the CEOs of Every Customer Moment
Can you do more with less? Sometimes… but not when it comes to people pleasing people! Yes. You read that right: not when it comes to a person who has the difficult job of trying to please other...
View ArticleThe Future of Customer Care, Part 2: Leveraging the Next Gen of Virtual...
In part one of our three-part series The Future of Customer Care, we learned how the internet of things will affect many industries. Another emerging technology, featured in the Forrester report Plan...
View ArticleSnow Happens! 5 Tips for Your Seasonal Agent Team
For many companies, the holiday season drives a lot of business, often leading to a fantastic increase in product sales, installs and payments. Yet, the holiday season can also present a huge challenge...
View Article4 Tips for Successfully Modernizing Your Contact Center
In their Worldwide Contact Center Infrastructure and Software MarketScape, research firm IDC states, “Customer experience and digital channel customer services have a far more reaching impact on the...
View ArticleThe Uberization of the Contact Center Workforce
Tech-driven innovation has spurred tremendous change across a broad range of entrenched industries in recent years, from entertainment (Netflix) to transportation (Uber) and everything in between. This...
View ArticleDon’t Forget Voice! It’s Key to Omnichannel Customer Engagement
Meeting customer expectations has become a fast-moving target. You add mobile and more digital channels, and now customers expect multimodal forms of engagement. The bar has been raised yet again, with...
View Article7 Ways to Keep Your Contact Center Employees Engaged
Today’s consumers are using an increasing number of channels and touchpoints to interact with your company when they try to gather information or resolve a problem. Meeting their expectations for a...
View ArticleIncrease Your Contact Center Fitness with an Omnichannel Desktop
Most people start out the New Year with a resolution to get fit. By this time in February, we’ve either given up or we’re just hitting our stride. When we’re hitting our stride, it’s because of...
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6 Steps to an Effective Employee Performance Management Strategy
Have you ever sat at a traffic light, wondering why it takes so long for it to turn green? Have you ever fantasized about owning one of those mysterious remote controls that would allow you to control...
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Which Channels Should You Add for Multi-Channel Customer Experience?
In part 1 of this three-part blog series on common expectations, misconceptions, and strategies for multi-channel customer experience (CX), we discussed why your contact center should deploy a...
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4 Tips to Boost Your Contact Center’s Employee Engagement
There is a big shift of focus in the contact center to enhance the agent employee experience, which, in turn, drives enhanced customer experiences. Happy employees make for happy customers. That...
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Are You Suffering From Compliance Nightmares?
Nightmares are a terrible thing. I am not sure if my recurring dream qualifies as a real nightmare but, every so often, I dream about being on a business trip and not being able to get to the airport...
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5 Tips to Increase Employee Engagement
For many years in the contact center industry, it was thought that only a good financial return could bring happiness and satisfaction to employees. But this has been proven to be only a temporary...
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Making Contact Centers Attractive Work Options in the “Gig” Economy
In today’s contact centers, Millennials make up approximately 70% of the workforce. The Millennial generation is very different from earlier generations, particularly Baby Boomers, who were (and often...
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Are Your Agents Sticking to Their Schedules?
Many contact center operations I have visited face two workforce planning challenges: First, they must ensure that interactions are routed to the right person—at the right time. And second, they must...
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The 3 Chords of Sweet Customer Experience Music
I have loved music all my life. One of my earliest memories is playing in cars with the radio’s music in the background. At school, I played recorder and oboe, but at the age of 18 I discovered the...
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Are You Ready For the Omnichannel Forecast Challenges of Tomorrow?
Can you imagine having tomorrow’s newspaper on your desk today? If you can, then you know that understanding what’s going to happen in the foreseeable future holds tremendous value and opportunity....
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The Cost of Doing Nothing: The Real Impact of Legacy Contact Center Systems
The French philosopher Jean Paul Sartre once said, “We are our choices.” This quote rings true for businesses, as well as for individuals. The customer experience is now the biggest competitive...
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Are You Investing in Employee Success?
When was the last time you had a memorable customer experience? Now… when was the last time you had a memorable customer experience for the right reasons? If you are lucky enough to have experienced...
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Looking to Increase Your Employees’ Job Satisfaction? Rethink Scheduling
For my parents and the majority of their generation, a great job was one that had predictability. They went to work for the water company, an auto manufacturer or took an apprenticeship where they...
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8 Ways to Architect the Future Engagement Engine Today
It can be a challenge to keep pace with consumer demands for digitalization of business processes and customer contact solutions. And for many, this pace is not sustainable when they’re using separate...
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Workforce Optimization: The Tip of the Iceberg
Businesses have long focused on optimizing utilization in the contact center to improve operating margins. They started with spreadsheets and quickly adopted software that forecasts, schedules and...
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3 Ways to Reduce Contact Center Attrition
In surveys conducted over the past 3 years, industry consultant Strategic Contact has found that attrition continues to be the top challenge for contact centers. Turn-over is a reality. But when...
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Your Customers Are Talking, But Are You Listening
Businesses are now improving their business performance by utilizing conversation analytics as a way to tap into insights from everyday customer telephone interactions. Contact centers have been...
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Don’t Dictate a Culture: Build a Community
Everyone wants to know what the “secret sauce” is for creating a great place to work, for engaging employees, and for improving retention, productivity, and employment brand. The answer is…one size...
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5 Tips to Keep Your Best Employees Engaged and Loyal
I spent a recent flight talking with a seatmate who had interned at an Amazon distribution center. The interview process was rigorous and competitive. In each of the many interviews, candidates were...
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Innovation Spotlight: The Superpowers of Genesys PureConnect Common Services
If you could combine two superheroes into one, which two would you choose? Perhaps you merge Superman’s powers with Batman’s brains to get one unbeatable force. Or maybe you’d combine Flash, the...
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When Technology Changes Lives: The Harambee Story
Genesys has many great customers, all using our technology to improve customer experience around the world. But some customer stories really stand out. I had the pleasure to meet and film the Harambee...
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Give IT a Break and Still Get Things Done
Tech-KNOWLEDGE-y is power. As the role of technology in business continues to expand, properly leveraging and allocating your IT expertise is critical. A modern contact center solution simplifies...
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How to Temper the Information Overload Plaguing Today’s Customer Service...
Many customer service operations face problems with information overload when it comes to operational performance, customer satisfaction, and financial related metrics. The problems are typically...
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Lessons from Shakespeare for Contact Center Infrastructure Owners
The Oxford English Dictionary traces the first printed occurrence of 1,700 words and phrases to Shakespeare. Some of these might have been spoken commonly by others, but 400 brand new words are known...
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