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8 Qualities to Look for in an Intraday Automation Provider
May 11, 2017

8 Qualities to Look for in an Intraday Automation Provider

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a nice-to-have, but a need-to-have. When meeting the goals of the business, consensus among workforce management and contact center operations is apparent - The Challenge is Real and relying on the status quo is not an option. When a technology buzz becomes the real thing, providers appear out of the woodwork claiming to offer quality intraday automation solutions. It can be confusing to sort it all out and get to the truth. Bottom line, all that glitters is not gold. When [...]

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Coaching Misses and How to Fix Them (Part 1)
May 4, 2017

Coaching Misses and How to Fix Them (Part 1)

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our team members. Unfortunately coaching is sometimes done based solely on process goals rather than looking at the “moments of truth” that we create for our agents during the process. So many things we do and say (or don’t do or don’t say) affect their coaching experience. Our coaching planning and implementation of best coaching practices are both key to being most effective. There are so many opportunities for us to succeed or fail as coaches that I’ve decided a two-part [...]

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How Competitors Help Improve Your Experience
April 20, 2017

How Competitors Help Improve Your Experience

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up to date? And do they lead to action? I’ve heard many business leaders say they don’t check their competitors’ customer experiences at all! They say things like “We pay close attention to the market” or “We offer the best CX we can, so there’s no reason to.” For real. But checking competition regularly with a focus on the experiences they offer sheds light on so much more than just your organization’s place in the market. By knowing what customers expect, [...]

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It's Not Just Your Forecast Anymore
April 10, 2017

It's Not Just Your Forecast Anymore

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But then came multi-channel and customers with smartphones that shifted the entire dynamics of your profession. In today’s WFM world, it’s just as important to manage intraday processes as it is to start with an accurate forecast and schedule. Meeting service level remains your top priority, but the many nuances of intraday happenings negatively impact your efficiency in making that happen. Sure, you’ve mastered the art of knowing when to call all hands on deck, you have a team to enter [...]

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Solving the Mystery of the Missing Empathy
April 6, 2017

Solving the Mystery of the Missing Empathy

Chapter One: Detective Holmes had solved many cases and now she had been brought in to a call center to solve one of the most challenging cases she had ever had. "Empathy” was missing and no one knew why or where Empathy had gone!! This may not be a best selling mystery book opening, but there is often a mystery surrounding why some agents can summon up empathy without requiring coaching on the skill, while others have no idea what to say or when to say it. Some even admit to hating the empathy phrases they’ve been taught. If we [...]

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How Can Your Team Innovate Around the Customer Experience?
March 30, 2017

How Can Your Team Innovate Around the Customer Experience?

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to help your customers and team members innovate around the customer experience in ways that don’t require massive investments of time and money. Innovation doesn’t have to be impossible! Make it fun and fast, and learn from the results. What are a few ways you can encourage those ideas in your employees’ heads to get out into the open? As always, start with the why and then work through the how! 1. Encourage innovation by examining the experience on a regular [...]

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5 Ways to Fuel Employee Engagement
March 28, 2017

5 Ways to Fuel Employee Engagement

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and thank goodness because I would much prefer to resolve issues with a friendly human versus a robot). In a recent post, we shared how workforce efficiency and employee engagement are key to meeting the increasingly complex and dynamic nature of the contact center. Leveraging advanced automation to address these issues is at the forefront of many executive’s thoughts. Seems obvious to migrate towards automation for [...]

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