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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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Spring Cleaning Time for Our Centers
March 23, 2017

Spring Cleaning Time for Our Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in the “we’ve always done it this way” mentality. Even large centers that pride themselves on innovation and efficiency often find that some burdensome processes and procedures fall through the cracks or are put on the back burner over and over again to never see the light of day. It’s easy to have this happen when we are fighting fires everyday…those emergency situations that just can’t [...]

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4 Ways to Build a Culture of Customer and Company Empathy
March 16, 2017

4 Ways to Build a Culture of Customer and Company Empathy

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company broke down. Your policies are backward. Your product doesn’t work. Your website link is broken. Whenever there’s an issue somewhere else in the company, your teams hear about it. They see the worst in both your customers and your company. This can create a skewed opinion of both your customers and their fellow employees. Rarely do they get to see your product at its best. When your processes and procedures work, people don’t call. But make one tough policy decision, [...]

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Forefront Discussions Highlight Efficiency and Employee Engagement
March 8, 2017

Forefront Discussions Highlight Efficiency and Employee Engagement

"None of us is as smart as all of us." Ken Blanchard When you have a good conversation with an industry peer, exchange war stories and survivor tips, you’re building community. Forefront is a community where contact center operations and workforce management leaders, as well as IT Strategists convene to share, learn, and enjoy a productive half day out of the office. This community of industry peers kicked off 2017 at Forefront events in New York and Chicago, and they heard from Asurion, UnitedHealthcare and Citi. Each company discussed the different [...]

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What if You Were Your Own Customer?
February 27, 2017

What if You Were Your Own Customer?

Day in and day out, we do our best. We do our best to serve our customers and employees and colleagues well. We do our best to juggle the 9 million items on our to-do lists and maintain a sunny disposition in the face of stress, deadlines, the unknown and more. We’re all guilty. Anyone who serves customers on a regular basis is most likely guilty of falling into a sense of complacency or even resignation when customers are expressing negative experiences with the brand represented. It’s too easy to become jaded and lax in dealing with similar issues throughout [...]

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3 Ways to Improve Adherence in the Contact Center
February 21, 2017

3 Ways to Improve Adherence in the Contact Center

When agents don’t (or can’t) adhere to their schedule, the WFM team must manage these exceptions. Some companies tolerate a certain percentage of non-compliance as a cost of doing business while other companies rely on supervisors to coach agents on the importance of adherence. Today, you can leverage automation to improve adherence, drive compliance and positively impact the bottom line. With Intraday Automation in their hands, workforce management and contact center operations professionals can take their top challenges, like adherence, and turn them into opportunities. Here are three examples of how you can improve adherence through automation: Use a “Break [...]

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Are You a Manager with Heart?
February 13, 2017

Are You a Manager with Heart?

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them how much we appreciate and love them. Making people feel special should be more than one day on the calendar and this is especially true for managers. Sometimes we get caught up in the process and procedure part of our jobs to the point that we lose the human connection with our teams. Instead, we should learn to be a manager with “heart” without losing our technical skills and knowledge. Ask yourself if you’ve been guilty of some of these [...]

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