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Category: Innovation

By Jeannie Walters
in Customer Experience
on Mar 30, 2017

How Can Your Team Innovate Around the Customer Experience?

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to...

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By Lori Etheridge
in Agent Engagement
on Mar 7, 2017

Forefront Discussions Highlight Efficiency and Employee Engagement

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken...

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By Jim Tincher
in Agent Engagement
on Feb 1, 2017

Thinking is Bad – So Why Are You Making Your Customers Do It?

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a...

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By Adrienne Sallerson
in Best Practices / Metrics
on Jan 26, 2017

How to Make 2017 Your Best Year Yet with Intraday Automation

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes...

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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 John Wolf
in Innovation
on Sep 6, 2016

The Future of Contact Center Automation

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the...

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By Adrienne Sallerson
in Innovation
on Jul 14, 2016

Forefront is Making its Next Stop

Back in May, we brought together some of the best minds in Workforce Management, Operations, L&D and IT to discuss...

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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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