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Author: Kyle Antcliff

By Kyle Antcliff
in Agent Engagement
on Feb 8, 2019

3 Ways to Improve Adherence in the Contact Center

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

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By Kyle Antcliff
in Best Practices / Metrics
on Sep 29, 2017

Call Center Cost Reduction: Automation Outranks Alternatives

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center...

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By Kyle Antcliff
in Workforce Infrastructure
on Jul 20, 2017

Why the Contact Center Community is Achieving Unprecedented Levels of Success with Intradiem

Advanced intraday automation has reached critical mass and is quickly becoming a ‘must have’ platform for enterprise contact centers focused...

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By Kyle Antcliff
in Innovation
on Jun 16, 2017

Advanced Intraday Automation – Getting a Seat at the Budget Table

In the prior blog article, "Why All the Fuss Over Advanced Intraday Automation," we outlined the problems addressed, what it...

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By Kyle Antcliff
in Agent Engagement
on Jun 6, 2017

Why All the Fuss Over Advanced Intraday Automation?

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

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By Kyle Antcliff
in Best Practices / Metrics
on Apr 10, 2017

It’s Not Just Your Forecast Anymore

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But...

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By Kyle Antcliff
in Innovation
on Oct 31, 2016

Workforce Management Moves to the Forefront

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

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By Kyle Antcliff
in Best Practices / Metrics
on Oct 13, 2016

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

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

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By Kyle Antcliff
in Customer Experience
on May 24, 2016

Forefront Atlanta Takeaways

I was lucky enough to be part of Forefront Atlanta on May 3rd.  Forefront events bring together frontline workforce leaders...

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By Kyle Antcliff
in Agent Engagement
on May 5, 2016

WFM: From the Back of the Bus to Driving the Bus

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet...

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