How To Manage Expectations

Beyond Philosophy

Airlines are Managing Customer Expectations. Managing customer expectations is critical for success in business. The post How To Manage Expectations appeared first on. Have you been on a flight recently and found that you arrived at your destination a little early?

Identifying the Right Workforce Manager Candidate

Contact Center Pipeline

The more career-centered workforce managers I meet, the more alike I notice that we all are. That is because, regardless of the industry, the size of the call center or the office locale, workforce managers share the same typical experience set.

3 Critical Change Management Steps

Beyond Philosophy

The post 3 Critical Change Management Steps appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is.

Don’t Overlook Performance Management

Monet Software

How important is performance management to your contact center? Certainly customers are important, and taking steps to serve them better is always part of a manager’s daily function. It works, but performance management allows for a more proactive approach.

Study: The Health of the Contact Center

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. their managers 18 SECTION 5 HOW TO IMPACT. channels are managed in silos so agents.

Sales Lead Management: Call First, Email Later


sales leads Lead Management Sales Lead Management

Sales 55

21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night


Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently.

Workforce Management in the Omnichannel Age

Contact Center Pipeline

Workforce Management call center contact center omnichannel WFM workforce managementThank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When somebody calls, somebody should answer.

Software Engineering Project Manager


As a Software Engineering Project Manager with Stratifyd, Inc. you will work closely with the product and core engineering teams to extend our best in business Customer Analytics platform by successfully managing relationships with key stakeholders and ensuring timely delivery of projects.

Workforce Management's Impact on Customer Service

Call Center Weekly

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. CCW Customer Satisfaction customer service Workforce Management

The Evolving Role of Workforce Management in Organizations

The Northridge Group

Challenges in attracting and retaining talent and the need to effectively balance quality of service with efficiencies have created a need for more sophisticated Workforce Management teams. Workforce Management workforce management workforce management teams workforce managers

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement and contact center management process. and knowledge management, consistently rated #1, eGain has. managers can measure and fine-tune AI and knowledge. If Artificial Intelligence (AI) for the overall business is a red hot.

2018 livepro Knowledge Management Awards are OPEN!


Get in your applications for the 2018 livepro Knowledge Management Awards! Off the back of the success and overwhelming response that we received from the first ever livepro Knowledge Management Awards in 2017 – this year they’re back bigger and better.

Knowledge Management in the Era of AI


Knowledge Management in the Era of AI. The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution. Artificial Intelligence Knowledge Management Posts Technology AI artificial intelligence contact center knowledge management Contact Center Technology intelligent virtual agents IVA’s KCS KM knowledge centered support Knowledge management machine learning robotic process automation RPA

You Can’t Afford NOT to Pursue Knowledge Management

Contact Center Pipeline

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First-Contact Resolution (FCR) rate, and with it, the customer experience Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization Contact center leadership understands the […].

Assessing Your Quality Management

The Northridge Group

Recent research reveals that 81% of businesses strive for customer experience to be their competitive differentiator, yet only 22% of businesses themselves report that they are exceeding customers’ expectations. Quality Monitoring

What’s New with Workforce Management?


What’s New with Workforce Management? These interfaces are delivering enhanced tools that engage agents and give them the autonomy to become active participants in managing their own work-life balance. Innovation is also about addressing intraday management challenges with NewGen WFM adaptive real-time scheduling and intelligent automation. 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Virtual assistants, on the other hand, use advanced NLP, natural language understanding and dialog management. Chatbot Context Chatbots often lack an advanced dialog management. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute.

Managing a Contact Center: The Immutable Laws

Brad Cleveland

I recently created a course for on Managing a Customer Contact Center. In this succinct course, you’ll learn what makes contact centers so complex, how to implement a solid planning framework, and … Call Center Contact Center Customer Service Leadership Workforce Management Brad Cleveland leadership workforce managementFor contact centers to deliver great service they need to get the right resources in the right places at the right times.

Five Tips for Improving Contact Center Management


Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Shift Left, Reduce Costs, Thank Knowledge Management


30 years ago, the Service Desk Institute (SDI) was born. The SDI is an IT help desk industry group with the mission to “continually improve the ability of business to deliver good service.”

Trends in Workforce Management and Integrated Analytics

The Northridge Group

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner.

The Health of the Contact Center: Are You Ready for 2019?

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. their managers 18 SECTION 5 HOW TO IMPACT. channels are managed in silos so agents.

CPQ Drives Effective Price and Discount Management


Sales and marketing managers face many challenges in the effective management of pricing and discounting. There are very few single … Continue reading "CPQ Drives Effective Price and Discount Management".

The Uberization of Workforce Management


The Uberization of Workforce Management. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies and their employees. The cause is and always has been poorly conceived staffing and salary practices, exacerbated by managers who do not listen to their employees.

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean - Customer Service Blog

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

The Key to Motivating: Great Management

The Northridge Group

General Business Leadership Management ConsultingThe best companies are made up of employees who are both successful and committed. Motivated and engaged employees can be found in a company that promotes productivity, creativity, and innovation through its culture and leadership.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Are hiring managers adapting training and recruiting practices to. only does this help managers. for managing requests, which. workforce management (WFM). managers can schedule the. Quality Management Smart forecasting, scheduling and.

Insights from the SWPP Workforce Management Professional of the Year Award Nominees

Contact Center Pipeline

Workforce Management call center contact center WFM workforce managementThe 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every lunch, and every session is devoted to forecasting, scheduling, real-time adherence, staffing models, power-of-one, net staff, Erlang… and this goes on for three days. I can’t wait to get out on […].

According to Customers, Aspect Workforce Management Leads the Pack


What do G2 Crowd reviews show about Aspect Workforce Management software? As you can see from this real-time G2 Crowd Grid , Aspect Workforce Management is ranked in the Leaders quadrant and has achieved the highest ranking for customer satisfaction among those leaders.

Contact Center Management Is Both an Art and a Science


Contact Center Management Is Both an Art and a Science. It’s alarming how many contact centers are managed without metrics, yet running a contact center strictly by the numbers is no silver-bullet solution either. In other words, contact center management is both an art and a science. It takes a great deal of talent and skill (the art), as well as the right data and metrics (the science), to manage a contact center effectively and efficiently.

Workforce Management: Big Benefits for Small Contact Centers

Monet Software

Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution? A workforce management solution can make all of these challenges more manageable. Blog Workforce Management

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-the-customer (VoC) analytics and advanced. Call Recording Quality Management Workforce. Management Calabrio Analytics Advanced.

Mitigating Financial Risk within Product Management


The potential effects of ignoring market or technical realities … Continue reading "Mitigating Financial Risk within Product Management". The post Mitigating Financial Risk within Product Management appeared first on Cincom Blog.

5 Qualities of Great Customer Service Managers

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

Garbage In, Garbage Out… Makes Contact Center Managers Want to Shout!

Contact Center Pipeline

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition.

3 Contact Center Management Challenges Critical for Success

Transparent BPO

A big part of management’s job is to equip those agents with […] The post 3 Contact Center Management Challenges Critical for Success appeared first on Transparent BPO. The end goal of any contact center is to provide outstanding service to its clients and their customers.

The Top 3 Ways to Forecast for Your Contact Center

metrics by which workforce management (WFM). 1 Forecast accuracy is one of the most important. professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can.

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Brad Cleveland

Other centers, especially those who serve business customers, maintain a somewhat more … Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland Call Center Management On Fast Forward quality management

How Should You Manage Your People?

Win the Customer

Doing it effectively will test any organization’s ability to manage its most valuable resources, the very people who serve customers. Call Center Communication Customer Service ManagementThe customer service industry is complicated.

Executive outlook: Revising geographic strategies for U.S. workforce management


workforce management appeared first on Liveops, Inc. Future focus Workforce management Call center industry newsLook at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were.

What Is Escalation/Incident Management? Prevention, Challenges, and How Real-Time Monitoring Can Help


A Definition of Escalation/Incident Management In short, escalation management involves transferring calls to supervisors, managers, and other agents who have more experience than the agent who initially answers the call. Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed […]. The post What Is Escalation/Incident Management?

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of

Join Tony Medrano, CEO of, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.