5 Ways to Optimize Your Workforce
How can companies create systems that not only empower employees but also provide exceptional service to customers at every step of the process? A comprehensive suite of workforce optimization (WFO)...
View ArticleWhy Many Healthcare Mergers and Acquisitions Fail
Recent headlines confirm our suspicions that mergers and acquisition activity in healthcare is on the rise and there is no sign of decreasing activity. According to the New York Times: “Hospitals are...
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Infographic: Winning with Customer Service
It’s becoming clear that no matter what your industry, “We are all in the service business.” Delivering fast, efficient issue resolution and consistent, high-quality customer service has been shown to...
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Are You Following These 7 Social Customer Care Best Practices?
We’re well past any notion of social media as an “emerging” tool for business. As Aberdeen recently reported in its study of social customer care, social channels are here to stay. Social care is the...
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Seek Out These 11 Advantages in a Cloud Contact Center
If you’re considering a Cloud-based contact center solution, you probably already realize that not every Cloud was created equal. In fact, when you look past all the promises, some solutions turn out...
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Ways to Boost Contact Center and Back Office Performance
Contact centers have been using workforce optimization (WFO) technology for as long as disco, Microsoft, and SNL have been around to make sure that the right agents are in the right places at the right...
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3 Ways Your Data is Driving Brand Loyalty
Customer service is under a microscope. From horror stories to acts of kindness to humorous interactions, extreme examples of customer service circulate the web. A new one seems to pop up every week....
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3 Things Your Agents Could Be Doing with Their Idle Time
Obviously, when we talk about efficiency in the workforce, we’re not striving for the kind of over-scheduling that will leave even the best and brightest agents burned out. We all need a little...
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Is Your Social Customer Care Strategy on Track? Advice from Aberdeen
Equipping your agents with the right social media management software has meant great things for customer contact and the customer experience overall. As customer behavior has shifted to reflect a...
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Bean There, Done That: Why Cloud is So Much More than Just a Name
The reflective, bean-shaped sculpture that twists and reflects the city skyline back to visitors of Chicago’s Millenium Park is typically called exactly what it looks like: “the Bean.” Few visitors or...
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