Workforce Optimization and Scheduling Tips for the Contact Center

Workforce optimization in the contact center refers to the integrated software, technology and solutions that help with a variety of operations, including strategic planning, agent recruitment and monitoring. Scheduling plays a big role in customer satisfaction, and agent schedules are based on demand forecasting and service level goals. Workforce optimization also takes more into account than just technology.

Ask the following questions to determine if your workforce management software needs to...

continue reading this post »

5 Essential Metrics Making Call Centers Successful

The abundance of information we are experiencing in society actually makes it hard to winnow what’s useful and important from what's not. Thanks to call centers. They keep fetching a vast range of data through calls. However, some of that proves helpful in finding out what will improve their service quality for better customer satisfaction.

Five key benchmarks for information processing were identified in a study conducted by a group – ICMI, top-performing contact centers and top industry...

continue reading this post »

How to Improve the Customer Experience with Optimal IVR Systems

According to, customers are four times more likely to go to a competitor because of poor customer service than because of product features or price. Companies that want to set themselves apart from the competition will improve the customer experience by reducing wait times and solving problems faster. Contact centers are utilizing IVR systems to streamline customer-to-brand correspondence.

What is IVR?

IVR stands for “interactive voice response.” These automated systems have...

continue reading this post »

ICMI Contact Center Expo and Conference Summary (Part 4)

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently.  Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

Dialoga ...

continue reading this post »

ICMI Contact Center Expo and Conference Summary (Part 3)

Beyond the opportunity to get product information from approximately 70 suppliers, professionals at the ICMI Contact Center Expo in Orlando, FL (May 4-7) were able to take advantage of a number of educational and social events in and out of the exhibit hall. The show floor included book signings, Solution Spotlight sessions focusing on the benefits of specific products, an opening night reception, an Awards Party, as well as external site tours of the Disney World Reservations Center, Jet Blue...

continue reading this post »

ICMI Contact Center Expo and Conference Summary (Part 2)

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.


continue reading this post »

WFO Can Be More than the Sum of its Parts: Don’t Forget the Human Side

As a frequent keynote speaker on workforce optimization at tradeshows and conferences, Roger Lee (AKA Dr. WFO) is always a little surprised when some of the contact center professionals in the audience don’t know what the acronym “WFO” means.

Most people are more familiar with the term Workforce Management (WFM), which is actually a component of WFO. Workforce optimization is a more inclusive technology that not only incorporates staffing requirements, but usually includes tools for strategic...

continue reading this post »

PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

continue reading this post »

Improving Cusotomer Experience with Self-Service Options

Self-service options give customers the chance to fulfill their needs through their preferred channel. According to, 60% of customers will change their contact channel based on what they’re doing and where they are. Consumers who would normally call for help may opt for self-service troubleshooting if they’re watching TV or at work, for example. Thanks to location features, language can be adjusted to suit the user’s geographical area, making self-service solutions even more...

continue reading this post »

CRM Software and Workforce Optimization

The more efficient a workforce, the better customer relationships will be managed and the more profitable the company will be. According to Forrester Research, just 31% of brands carefully monitor customer interactions for quality. In 2015, contact centers will see better CRM software with features that will enable the brand to target, observe, and improve key performance indicators (KPIs), while also letting companies watch metrics in real time. Collected data will show companies where there...

continue reading this post »

2015 is Going to be a Great Year for Contact Centers

The article below is a reprint from the December DMG Consulting, LLC The Real-Time Contact Center Newsletter.

"Here are 4 hot contact center trends that are expected to attract substantial investments during 2015. All of these trends will make substantial contributions to their enterprises, customers and employees.

1.Cloud-based contact center infrastructure solutions - The contact center infrastructure (automatic call distributor (ACD) and dialer) market has changed dramatically. Companies are no...

continue reading this post »

Knowledge Management for Customer Service: Get it Right with Unified Search

There’s a major disconnect between the perceived value of knowledge management and the current state of KM at most companies, as evidenced by findings from the annual State of Knowledge Management report from TSIA, an association of support leaders from top-tier companies.

Just take a look at some of the findings from the report:

79% of customer self-service channels don’t recommend help or content 70% of companies have not made their support knowledge mobile-accessible 30-35% of contact center... continue reading this post »

SpeechTek/CRM Evolution/Customer Service Experience Review - Part 1

Improving Customer Service by Looking at it From the Customer’s Perspective

At the heart of the customer experience is the actual customer and everything he or she encounters in trying to find information, complete a transaction or resolve an issue. At the 2014 SpeechTEK, CRM Evolution and Customer Service Experience event, which was held in New York August 18-20, one common theme was the need for organizations to better understand the customer journey from the customer’s point of view. Companies...

continue reading this post »

Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

continue reading this post »

Call Center Week - Reviews and Interviews Part III

Keeping employees engaged and motivated are the most important factors in establishing and maintaining a productive, effective contact center workforce.  Intelligent onboarding and consistent leadership are critical elements in the process. Some people in the industry also think of gamification as a powerful set of solutions to decrease turnover and improve productivity while others remain skeptical. In the next in our series of reports from Call Center Week, we offer perspectives from a pioneer...

continue reading this post »