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In the world of Workforce Management, the holy grail of WFM perfection is a net staffing line of zero for every interval of every day. Although a worthwhile goal, it is rarely attainable. Too many factors work against the WFM practitioner: inflexible schedule creation rules; less than ideal forecast accuracy; unplanned events; unproductive time that must be schedule…to name a few. But do the seemingly insurmountable obstacles mean we should give up in desperation? Or, should we strive to achieve a zero-net staffing line? And to what end?

The global contact center industry is standing on the cusp of a new era in the customer experience, bringing with it changes to the contact center industry that are unprecedented. The primary drivers behind these expected changes are the preferences, expectations, and demands of the next generation of customers; the Millennials and Generation Z.

The term cloud computing dates back to 2006. Fast forward and there has been a phenomenal growth and evolution in this space. Every business understands the cloud imperative and their enterprise stack has very many flavors of cloud. Contact centers have traditionally been slow in cloud adoption, currently about 49% of contact centers have some form of…

With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. Outbound callers generate membership sales and…

There is nothing more expensive than a missed opportunity. In the new experience economy every customer’s journey must be personalized to customer needs, effortless to navigate and seamless through every touchpoint. Anytime the journey is interrupted by poor customer service, that experience may negatively influence future touchpoints, even when previous interactions have exceeded customer expectation. When superior customer experience is not carried across all touchpoints, a golden opportunity is missed and the cost to pay in customer relations may prove to be substantial.

According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is more important…

Albert Einstein is famously attributed to have said: “If I had only one hour to save the world, I would spend fifty-five minutes defining the problem, and only five minutes finding the solution.”