Archive Tag: real-time workforce

Archive Tag: real-time workforce

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 […]

4 Dec

3 Ways to Help Agents Self-Coach

Melissa Kovacevic

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]

20 Sep

Following Call Center Procedures (Including This Bad One)

Melissa Kovacevic

Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we […]

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 […]

13 Feb

Are You a Manager with Heart?

Melissa Kovacevic

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]

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 […]