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...

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Development and Directions: SpeechTek - CRMEvolution - Customer Service Experience

The trio of annual events, SpeechTEK, CRM Evolution and Customer Service Experience, covered a broad range of information in three co-located conference programs. On the Customer Solutions Expo exhibit floor, suppliers demonstrated offerings designed to help organizations stay a step ahead of the rapidly evolving needs of their customers, ensured that their systems are operating efficiently on all touchpoints, and took ideas that started in the contact center to new horizons.

CRMXchange met with...

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Using Speech Analytics for Root Cause Analysis

Solving a problem only to have it come back time and time again isn’t truly solving it. Addressing the symptoms of an issue doesn’t change the root cause. Contact centers must utilize problem solving tools to determine the origin of a problem. With root cause analysis, contact centers search backwards from an unwanted effect to the cause in order to address the root of the problem. Reasons for certain events - like contract cancellations - are identified, giving management an opportunity to...

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8 Tips for Enabling Contact Center Agents

The role of the contact center agent may seem straightforward at first: to field customer communication and resolve issues as quickly as possible. For the enabled agent, though, the job is more extensive than that. Additional trust and responsibility means a more substantial role for the agent and better service for the customer.

1. Allow agents to set their own goals, which will make them feel more invested in their job. This doesn’t have to be a replacement for goals set by the contact center,...

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7 Benefits of Using IVR Systems at Contact Centers

Interactive Voice Response (IVR), are used for a multitude of services, including remote banking, survey and poll taking, call routing and forwarding, order transactions, marketing and information lookup. The system can accept and understand a variety of voice and button input selections. IVR systems have pre-recorded responses for multiple situations, access to data and voice recording abilities. Contact centers benefit in the following ways when using IVR.

1. Empowered Customers


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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 ...

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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...

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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.


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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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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...

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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...

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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...

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Callback Queuing: Features and Benefits

At first, callback queuing (CBQ) sounds counter-intuitive: why would a customer call a company just to talk to them later? Nobody wants to wait in a queue. 

Actually, this type of “return later” queuing has been used for years. This is the same idea as taking a number at the DMV and passing time in the lobby, sipping a cocktail at a restaurant bar while waiting for a buzzer to alert you that there’s a table, or having fun in a theme park until your scheduled time to ride a popular attraction.


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Why You Should Make It Easy for Customers to Complain

Every contact center needs a complaint management strategy. The truth is that you have fewer satisfied clients than you may think. Many of those customers are keeping quiet despite having something to say, which is troublesome for everyone. If you don’t hear the complaint, there’s no way you can fix it; if customers aren’t satisfied, they’ll take their business elsewhere.

According to Entrepreneur, there’s a simple reason why many customers don’t complain: griping is hard on everyone,...

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5 Best Voice of the Customer Best Practices

Voice of the Customer (VOC) programs are an asset to contact centers. According to, when VoC isn’t correctly taken into account, customer experience goals, as well as marketing and sales objectives, suffer. Below are five VOC best practices.


1. Add VOC data collection to the customer experience strategy.


According to the American Marketing Association, customer-focused organizations routinely conduct surveys and hold focus group sessions; ask for comments, including complaints;...

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