Gamification Badges of Honor

When you set up your gamification program, don’t focus on results. Focus on the process of call handling that leads to great results. That’s what you want to reward, and that’s how you help agents work better, not harder. Read More

IVR as a Sales Generator

Most business owners consider IVR a necessary evil and unrecoupable expense. But this is truly a short-sighted view when one considers the possibility of generating revenue from their interactive voice system. With the right technology and approach, your customer self-service systems can become revenue generation tools that can bring demonstrable ROI. Download this white paper... Read More

Graduating to Workforce Management

Making the move from your spreadsheet to a real workforce management system is a process—kind of like moving through high school and graduating to college. Your understanding of the systems available, of what other companies are doing, and of your own business needs evolves. Along with that come the realization that the spreadsheet just can’t... Read More

Extreme Engagement: USAN and ICMI Study Omni-Channel Service

What percentage of contact centers has a customer experience program? How will omni-channel impact live agent interaction? How will it impact first call resolution? These questions, and nearly 60 others, were explored by ICMI in a 30-page, USAN sponsored research report titled Extreme Engagement in the Multi-channel Contact Center. Learn more about it, and download... Read More

Top Five Benefits of WFM: A Review

Workforce management drives business value across the call center—it reaches well beyond “just” the schedule. A great WFM will provide you the tools to reduce attrition and turnover, improve productivity, lower absenteeism, and more. In other words, you look for its real business benefit in your improved bottom line. Read More

IVR ROI: Generate Sales with a Smart IVR

Sales leveraging techniques with your IVR will transform it from a service-only channel into a strong sales channel. It’s ability to recognize caller profiles, follow business rules regarding how and where to route calls, and present both targeted and general offers are all IVR capabilities that many companies have yet to exploit. Read More

How Many Hoops Did You Jump Through Today?

When people talk about creating an omnichannel, they often talk about eliminating silos. As well they should, since it’s a major benefit of the omnichannel. But I thought I’d talk today about eliminating something else—all the hoops those silos make you and your customers jump through. And there are lots of hoops—even for a simple... Read More

A Spring Cleaning for Your IVR

If you’re thinking about upgrading to a more sophisticated IVR system—maybe it’s IT spring cleaning time at your call center—it might be useful to have a quick summary of what the available levels of IVR are today. Today’s post lays that all out for you, and offers our best suggestion about how to determine which... Read More

AI Apocalypse – When IVRs Rule the Contact Center

Blockbuster sci fi films like 2001: A Space Odyssey, The Terminator, The Matrix and countless others thrilled audiences with futuristic technology that seemed so far away. But is fiction becoming reality? Recent discussion among some of the best technological and scientific minds around—people like Bill Gates and Stephen Hawking—paints an apocalyptic picture of machines becoming... Read More

John, Paul, George, Ringo and IVR

What do the Beatles and IVR have in common? One thing people complain about with IVRs is the music they have to listen to during the long waits (but we know they’re really complaining about the wait itself). If you think about it, those IVR systems are really playing an endless loop of Beatles songs. Read More

Is Your IVR A Good Host?

When a call comes in, your IVR is like a conference host. It greets attendees, uncovers their needs, and handles as many issues as possible on the spot. When it can’t, it takes customers to the right booths and breakout sessions. Here are five of the reasons IVRs do a lousy job as host—and how they can... Read More

Turning Over the Agent Turnover Rate

High annual agent turnover is a huge hit to any call center operation. All the costs of bringing agents up to full productivity are basically wasted if you can’t retain them. Successfully conquering turnover requires a multi-discipline approach—one that’s often just too hard to do without a smart Workforce Management System supporting the cause. Read More

Forecasting Needs More than a Spreadsheet

Forecasting the call center operation with a spreadsheet is like forecasting the weather with a finger in the air. It works every now and then, but you know better than to count on it. The advanced analytics of a strong Workforce Management system transforms forecasting from guesswork to science. Read More

Why good customer service is sometimes hard to find

Tad Thompson, Senior Vice President of Sales and Marketing, was interviewed for this piece on customer service by Local 4 Detroit. In the article, Thompson explains how companies have improved customer service over time and how proactive service is the wave of the future. Read More

Workforce Management’s Got Game

Here’s what motivates employees. Reward. Competition. Recognition. Achievement. That’s not me talking: that’s the behavioral scientists and the workplace experts. No need to cite sources, since everyone agrees. Gamification helps with all of that. By that, I mean, an environment where day-to-day efforts receive day-to-day recognition and reward. This comes especially into play in the... Read More