Real-Time Frontline Blog

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Customer Success: Cost Reduction with Automation
October 11, 2018

Customer Success: Cost Reduction with Automation

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For our customers, this means significant cost reduction. A leading telecom provider needed a way to improve agent performance. Providing training quickly and easily was difficult for the WFM team due to manual processes. Using real-time automation, the organization now delivers targeted training to agent desktops during available time. The WFM team no longer manually schedules and reschedules [...]

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How to Boost Agent Morale with Real-Time Automation
October 3, 2018

How to Boost Agent Morale with Real-Time Automation

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly are the voice of your company. Are you recognizing and celebrating their achievements? Many companies recognize their agents in a variety of ways during Customer Service Week. A recent Forbes article suggested some ideas such as serving your staff breakfast or lunch and hosting a fun theme day where employees dress up. Another great idea is to let the executives and agents swap roles for a short period of time. This serves as a great reminder of the value of [...]

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WFM Tips Featuring Maxene Squire [Webinar Preview]
September 11, 2018

WFM Tips Featuring Maxene Squire [Webinar Preview]

Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the customer experience? Keeping up with demands is no easy task, especially when you're relying on time-consuming manual processes to get you to the finish line. Join your workforce management peers, Maxene Squire and Harper Flores, as they share their unique experiences in the center and how they conquered complexity...

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Customer Community Cuts Cost with Real-Time Automation
September 6, 2018

Customer Community Cuts Cost with Real-Time Automation

In this edition of our Customer Community Stories, we’re diving into the variety of ways customers are achieving their cost reduction goals. Find out how a top health insurer, leading telecom company, leading learning management company and top insurance company are using real-time automation to reduce complexity in the center. Each company is using the solution to meet their own unique needs and achieve significant cost take out...

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UK Utility: Weathering the Storm with Real-Time Automation
September 5, 2018

UK Utility: Weathering the Storm with Real-Time Automation

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. Real-time spikes in call volume due to storms and outages are a reality of life in the utility industry. To be prepared, many utility companies choose to staff a surplus of agents and run call centers at low occupancy rates, sacrificing efficiencies for the sake of service level protection. Find out how one company increased occupancy in their environment, while making their workforce more effective overall...

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[Webinar Preview] Pro-Tips: Expert Advice from WFM Peers
August 27, 2018

[Webinar Preview] Pro-Tips: Expert Advice from WFM Peers

Contact centers are becoming more complex. Keeping up with the pressure to cut costs and meet demands is hard. Mix in emerging technologies like digital, and your head is spinning. How do you navigate through the clutter? In our upcoming webinar, Harper Flores and Maxene Squire, experienced WFM professionals, will share first-hand how they conquered contact center complexity. They will take you down the road that led them to real-time automation and the cost saving benefits they achieved [...]

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Customer Community Continues to Create New Value through Innovative Use Cases
July 31, 2018

Customer Community Continues to Create New Value through Innovative Use Cases

In this July edition of our Customer Community Use Case Story Round-up, we're looking at the innovative ways customers are achieving their cost take out goals with real-time contact center automation. Find out how a top telecommunications company, financial services provider, utility company and health insurer created a better prepared, better deployed and more productive workforce [...]

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