8 Feb

3 Ways to Improve Adherence in the Contact Center

Kyle Antcliff

Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to […]

29 Sep

Reduce Call Center Costs: Automation Outranks Alternatives

Kyle Antcliff

Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]

16 Jun

Advanced Intraday Automation – Getting a Seat at the Budget Table

Kyle Antcliff

In the prior blog article, “Why All the Fuss Over Advanced Intraday Automation,” we outlined the problems addressed, what it […]

6 Jun

Why All the Fuss Over Advanced Intraday Automation?

Kyle Antcliff

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]

31 Oct

Workforce Management Moves to the Forefront

Kyle Antcliff

I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact […]

13 Oct

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

Kyle Antcliff

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]