Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. The simple fact is that the complex workforce …
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Is your customer engagement digital ready?
In today’s highly commoditized age where there is often little differentiation when it comes to competitive products and offerings, the biggest factor that prompts customers to patronise one brand over the other, is often customer engagement. There are several studies that show the impact of …
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What the Gig Economy Really Is
The term “Gig Economy” is used to describe many changing attitudes, standards and preferences in the way people work. Forbes definition of the Gig Economy, as it relates to attitudes about work, is the “Increased tendency for businesses to hire independent contractors and short-term workers, …
Manual Dialing Gone Mad: An Outbound Dialing Story
Editors note: A ‘bazillion’ is not an actual monetary denomination
Unless you are a Hawaiian-based Veterinarian, you may have missed the story of the rogue Gecko dialer who dialed a Kailua-Kona, Hawaii marine mammal animal center. Apparently unfamiliar with the Telephone Consumer Protection Act (TCPA) which …
Smashing the scourge of overtime
Smashing the scourge of overtime
Many a manager and business leader has to deal with the challenge of overtime at some point in their careers. From an employee’s perspective it can be a positive, with those few extra pennies making a difference when staff decide to …
Why You Should Keep Your Head in the Clouds
It’s become obvious that cloud solutions are no longer just an element of the future. Many organizations are realizing that with its maturity the potential drawbacks have disappeared. Security is robust, integration with third-party solutions is seamless and reliability is a given. Gartner recently forecasted …
10 Must Haves for Cloud-Based Customer Engagement Platforms
I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either. We hear a lot about bad customer service experiences because …
Survey Says: Customers are Willing to Share Personal Data
My husband and I like to go to a little Japanese restaurant in our small town. They offer a sushi roll special that includes a ginger salad, mushroom soup and two rolls for a surprisingly affordable price. I know what you’re thinking… I was skeptical …
What Does it take to Achieve a Successful Digital Transformation?
Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready …
Easing automation anxieties through up-skilling
Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting …