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Badges and Ribbons Encourage a Motivated Agent Workforce

I want to take a moment to talk about something that concerns some people who are bringing Gamification—or considering it—into their call center workforce management. Badges. Ribbons. Medals. Those little icons on an agent’s portal that say “good job,” or “great job” or even “need improvement.” Some people think that, as a reward, they’re too...

Call Centers Are Tailor-made for WFM Gamification

Many people think the earliest example of gamification in the business world is S&H Green Stamps in the final years of 19th century America. With each purchase, participating retailers would give shoppers a certain number of stamps which they would paste into books. Getting the stamps into the books was often a family affair: very...

How to Increase Revenue with Proactive Payment Requests

How to Increase Revenue with Proactive Payment Requests   What if you could proactively reach out to customers and provide them with a means to complete a financial transaction with your company? I’m not talking about a link in an email but an actual transaction form on their smartphone or other mobile device sent via...

The Risks of Doing Nothing (Again) to Improve the Contact Center

It’s 2016. Already. If you haven’t modernized your customer engagement technology in 2015—you’re another year later and further behind the curve. Today’s best companies use today’s best technologies to transform their contact centers into drivers of quality customer experiences. Your competitors may be among them. You should be too. But there’s risk when you update...

It’s Time to Get Serious about Omni-Channel Part 3: Interaction-Aware Omni-Channel

Your customer orders a shirt from your mobile app. She receives the wrong size. Now what? How does your omnichannel system respond? To answer that, I’m going to coin a couple of terms here—“results-aware omnichannel” and “interaction-aware omnichannel.” Spotlighting the difference between the two brings out the true potential of an omnichannel, and the unique...

It's Time to Get Serious about Omni-Channel Part 2: Software-Based Omni-Channel

A Software-Based Omnichannel As a technology matures, even in the early stages of that maturity, it gets smarter, smaller, streamlined. It also heads over to the software side of things. Software solutions—instead of software built to run on a hardware solution—are more versatile, easier to grow and evolve, easier to adapt, and a longer-value investment....

It's Time to Get Serious about Omni-Channel Part 1

Over the next few weeks we're going to be digging deeply into why omni-channel is important to any business that transacts or interacts with customers across channels and devices. And we're going to spend time breaking down some of the reasons why our pioneering Metaphor Engage omnichannel platform is so valuable. But for just a moment, we're going...

WFM Cost Savings in the Cloud

A Look into the Cost Advantages of WFM in the Cloud I want to talk a little about some of the lesser-known ways a Cloud WFM system—like Teleopti’s—saves money. But I thought a quick refresher about how WFM in the Cloud works, would be allowed. Rather than install your WFM system on your own premises,...

WFM Cloud - Looking Under the Hood

The Cloud has gained acceptance as a solid, reliable platform: for some things at least. There’s still resistance, especially when it comes to running critical business applications in the Cloud. That resistance hits on many points: security, performance and availability being among the critical ones. Maybe the most critical concern, though, is that the functionality itself...

Keep it Simple in the Cloud with WFM

Running WFM in the Cloud makes many things simpler for call centers. Here are just a few of the ways it does that. No Hardware First is the gear. There is none. You don’t have to worry about the load on your existing computing systems, you don’t have to worry about processor upgrades, increasing disk...

WFM Cloud Benefits Revealed

Today, the Cloud has matured, and the shape it’s finally taken is not exactly the same as the early hype. In this respect it’s not unlike how the web evolved. Remember the Big Phrase for the early, wide-eyed-wonder days of the web: “the level playing field”? It looked like that didn’t it? Everyone could put...

Rich and useful reporting is a must for a WFM solution.

Rich and useful reporting is a must for a Workforce Management solution. The key phrase is “rich and useful.” Every WFM vendor provides some kind of reporting module, but they’re not all created equal—not all of them are either rich or useful. One of the reasons for weak reporting modules is the raw economics of...

What the Experts Say About Customer-Centric Quality Monitoring

[caption id="attachment_5818" align="alignleft" width="200"] Michael Gregorio, Director, Product Development[/caption] Contact Center Pipeline recently published a great article in their October issue about Quality Monitoring. The piece provides advice and best practices for a customer-centric quality monitoring approach, and Contact Center Pipeline solicited input from customer contact technology experts, including USAN's director of product management Michael Gregorio....

Omnichannel in 2015 - The Halfway Point

With the first half of 2015 well behind us, we wanted to share our top 5 omni-channel focused blog posts. Omni-Channel vs. Multi-Channel - the Distinction is Clear Search for “Omni-Channel vs. multichannel” and there are a lot of explanations as to what the difference is between them. Some are spot on; others are dense...

No Doubt About IVR in the Cloud

It’s been a few years now since the Cloud first appeared (not counting the Internet itself which is the largest public Cloud there is). Today, many businesses are in the Cloud, running some or all of their backend and frontend technologies that way. Call centers have been slow to make the move. Call center managers...

Strategic Workforce Management Needs Strategic Managers

Workforce management software is a powerful tool for most call centers to better schedule, monitor, report and forecast their agent and back office staff activities. But not every company that uses a WFM solution gets full value from it. The reality is: not every center that uses it uses it well. WFM is a strategic...

Who Should Drive the Omnichannel Initiative: BP or IT?

When it comes time to make the omnichannel a core element of a business strategy—which includes integrating both customer-facing and backend channels—a familiar obstacle can arise. There’s a balancing act involved between the business process management team and IT that can sometimes cause the omnichannel initiative to lose its footing. This wouldn’t be the first...

The Value of Managed IVR vs DIY IVR

IVR Managed Services keeps your IVR infrastructure up and running, safe and secure, day in and day out... so you don’t have to. But Managed Services in general—and as it applies specifically to IVR—isn’t always well-understood. There are questions about what’s involved with IVR services in the first place. Questions about the economics of Managed...

Learn to Use All―Not Just Some―of Your WFM

It’s time to turn to the Pareto Principle (aka the 80/20 rule). In the case of WFM, it works like this: 80% of the users of a WFM solution only use 20% of its capabilities. Often, companies we talk to about Teleopti WFM ask us if our system does this or that that their system...

How to Sell Omni-Channel Internally

We’re involved right now in a very comprehensive advisory engagement, helping a global Fortune 20 company plan their omnichannel transition. It’s a great learning experience, for them and for us as well. I thought I’d share some of the insights we’ve taken away so far in a series of posts. First up: the internal sell....