Cyber Security Month aims to teach ‘cyber hygiene’ tips to consumers— but companies need to scrub up too, because contact centres can have dark corners where fraud festers. Continue reading Cyber Security Month: How clean is your contact centre? →

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact centre freedom… Continue reading Welcome to the new world of self-scheduling for frontline employees →

You might already know of Maslows Hierarchy of Needs, used across the world to show the different stages of human needs from survival all the way to self actualisation. Well, we’ve revamped Maslows Hierarchy of Needs to relate to employee engagement and the levels of motivation within a workplace. Continue reading How to motivate disengaged team members with tips for employee engagement →

Self-scoring, self evaluations, self reflection, whatever you call it, it’s the process where your front-line employees mark their own work, listen back to their own calls and evaluate their own performance against the same guidelines used by the quality team… Continue reading Top tips for introducing agent self-scoring evaluations →

Constant change and the viral power of social media demand new levels of adaptability from organizations today. Nick Smith at Teleopti shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation. Continue reading How to win friends and influence people with Workforce Management →

Excellent interactions—consistently and across all touchpoints–are the foundation of a good customer experience that will build long lasting customer relationships. However, without the availability of adequate channels that customers expect and processes to enable engagement that is fast and convenient, customer satisfaction and long term loyalty across the customer journey could be unwittingly diminished. Continue reading Customers expect an excellent experience. Make sure you’re doing everything to deliver it →

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman explores 7 ways to turn your contact centre agents into superheroes using conversational AI… Continue reading Artificial Intelligence: friend or foe? →

IT professionals are easy to please so why is life so complicated? Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework… Continue reading Top 7 questions IT professionals ask about WFM →

As the digital revolution has provided consumers with more information, so their relationship with vendors that they purchase products from has fundamentally changed. Power is now firmly with the buyer; and this means customer experience is the new battleground on which businesses thrive or die… Continue reading The importance of voice in the moments that matter →

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. Continue reading 5 Ways to strike the right balance: Occupancy and Shrinkage →