An effective Workforce Management (WFM) organization ensures a contact center is staffed with the right number of skilled agents to deliver the desired member experience
At its core, Workforce Management (WFM) ensures your business’s understanding of its staffing needs—who’s doing what, what needs doing, how long does it take to
The best companies are made up of employees who are both successful and committed. Motivated and engaged employees can be found in a company that
“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s
Consider your experiences as a consumer. Have you ever been so aggravated by a company that you’re ready to switch to their competition because they
If your organization is like most, you might be overwhelmed by the volume of information available at your fingertips. To make it worse, the growth
Telecom invoices are very confusing for many consumers. Everyone appreciates the convenience and features that smartphones offer, but understanding charges incurred for voice, data and
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made
Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed business decisions. Customers want to engage
All companies have their own unique corporate cultures. The values and attitudes that are pervasive among a company’s employees, guiding how they respond, make decisions,
Customer experience is top of mind in every organization. Keys to a successful enterprise are centered around realizing the lifetime value of a customer and
In my career, I have fulfilled a variety of management and leadership roles. At MCI, I led multiple groups across the organization, and I felt
