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Author: Bob Fletcher

By Bob Fletcher
in Best Practices / Metrics
on Feb 22, 2016

Prevent Fires with a Real-Time Frontline

What’s the difference between tactics and strategy? Strategy is what you are trying to accomplish, where tactics answer the question...

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By Bob Fletcher
in Innovation
on Jan 5, 2016

How BPOs Can Turn Idle Time into Productive, Billable Time

In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s...

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By Bob Fletcher
in Workforce Infrastructure
on Dec 3, 2015

The “New Normal” for BPOs

We’ve always done it that way – and that’s the problem. It’s a common scenario. A large, global outsourcer with...

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By Bob Fletcher
in Best Practices / Metrics
on Oct 23, 2015

BPOs, Where’s Your Value Add? Strategic Partner or Cost-Benefit?

Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs....

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By Bob Fletcher
in Best Practices / Metrics
on Sep 29, 2015

How Intraday Automation Addresses Top Three BPO Pains

For BPOs, it’s all about delivering an excellent customer experience while making a profit. It’s not an easy job. Often,...

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By Bob Fletcher
in Innovation
on Aug 25, 2015

Contact Center Innovation: If You’re Good Enough, Why Change?

How do you drive contact center innovations and implement change? The answer is – not easily. Contact centers are set...

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By Bob Fletcher
in Best Practices / Metrics
on Jul 21, 2015

The Contact Center Costs You Can Control vs. the KPIs that Control You

Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned...

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By Bob Fletcher
in Innovation
on Jun 11, 2015

Solving BPO Challenges with Intraday Automation

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set...

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By Bob Fletcher
in Innovation
on Jun 2, 2015

Supercharging Your WFM with Intraday Automation

With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday...

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By Bob Fletcher
in Innovation
on Apr 30, 2015

Intraday Automation: The Next Sea Change

In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has...

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