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Workforce Analyst Enhancements You Will Need by 2020: Workforce Management Excellence, Part II

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Workforce management is an integral part of the agent’s work environment, but agents see only the end-result of a complex planning process managed by contact center workforce analysts. These experts are steeped in the nuances of forecasting models, workforce labor categories and expected labor shrinkage. …

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4 Trends for an Exceptional Customer Experience in 2017

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2016 has been unforgettable and a banner year for some. It was the year Leonardo DiCaprio won an Oscar after six nominations. The year that astronaut Scott Kelly and Russian cosmonaut Mikhail Kornienko returned to earth after a record-setting 340 days in space. And, after 108 …

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Using Voice Biometrics to Secure your IVR and Shorten the Call

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When we think about biometrics, our minds could quickly drift to the elaborate authentication sequences of sci-fi/heist flicks, with vaults of gold guarded by impenetrable layers of iris, fingerprints or voice scans. Yes, we also envision an antagonist slowly breaching security, crawling across invisible lasers …

Contact Center Leaders: What Customers Expect This Holiday Season

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The value of providing a consistent, superior contact center experience is an essential part of any company’s strategy for success. While this holds true throughout the year, the spotlight shines especially bright on contact centers during the holiday season. Consumer spending surges between Black Friday …

Contact Center Leaders: Are Your Managers Ready for Black Friday?

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The holidays might be considered to be the most wonderful time of the year, but for contact center managers the end of year blitz can be a tremendous tribulation. As explained in Part 1 of this series, year-end sales are anticipated to surge as consumers …