Sit Back and Relax, Here are 5 Reasons to Automate Holiday Approval

By |July 25th, 2017|Contact Centres, Real Time Management, Workforce Management|

Scheduling your agent’s annual leave can be tricky. Balancing demand and supply, meeting Service Levels, letting agents enjoy their time off and even leave time to enjoy your own - is a complex process. But we all need a holiday! Often the manual process of holiday approval is slow. The volume of requests can overwhelm [...]

Closing the QA Loop with Real-Time Automation

By |July 18th, 2017|Contact Centres, Real Time Management|

Many of the businesses that I encounter find the most common cause of calls with no resolution is due to poor agent skills. First Call Resolution is consistently shown to have the biggest correlation with Customer Satisfaction scores and NPS leaving many operations increasingly frustrated by their broken QA loop. But it doesn’t have to [...]

5 Ways To Keep Contact Centre Agents Motivated This Summer

By |June 20th, 2017|Contact Centres, Real Time Management, Workforce Management|

In the UK we’re not used to a proper heatwave. This week it is hot, it’s really hot! It’s an official Heatwave.  And on days like these when the temperature rises, motivation might flag. How many of us are sitting at our desk looking out at the blue sky wishing we were out there and [...]

How To Convince Your Boss That They Need Real-Time Automation As Much As You Do

By |June 15th, 2017|Contact Centres, Real Time Management|

The Real-Time team knows there aren’t enough hours in the day to get everything done.  The complexity of manually managing the daily real-time activities can result in poor customer experiences and inefficient staff utilisation resulting in increased cost of doing business. The first step to gaining some control over the complexity of the processes is [...]

Changing Your Contact Centre Shrinkage Profile

By |June 6th, 2017|Contact Centres, Intraday Management, Real Time Management|

Many businesses I encounter use a ‘flat’ 35% shrinkage uplift when planning their resource requirements. It’s a big, and expensive, figure to add to the resourcing plan. Reducing this requirement will benefit the bottom-line of any organisation but often the risk of doing this seems too high for most people to stomach.  But maybe there [...]

Eliminate Contact Centre Silos with Instant Insight

By |May 30th, 2017|Contact Centres, Technology|

An issue which dogs many planning and operational teams today is the inability to see a holistic view of the business they work in and the experience of the customers. Despite a lot of work and investment businesses are often unable to break down the walls between certain functions, and break people out of the [...]

I Was Wrong: The Real Difference Between “Old School” Intraday and Real-Time Management

By |May 23rd, 2017|Contact Centres, Intraday Management, Real Time Management|

What’s the difference between Real-Time and Intraday Management? Last year I blogged about the difference between Real-Time and Intraday management - it was nothing more than another example of the minefield of national language variations between the UK and US - or so I thought. Fast forward to 2017 and Donna Fluss, a leading US [...]

Can Your Dolphin Posters Help Release Your Team’s Potential?

By |May 16th, 2017|Contact Centres, Intraday Management, Real Time Management|

Our CEO Paddy Coleman gave a keynote speech, at the UK’s leading best practice planning community, a few weeks ago and suggested that posters of dolphins on the contact centre’s wall will do little to motivate your team! Maybe relax them when they have idle time to notice them, but they won’t build a passionate [...]

4 Ways To Reduce Contact Centre Agent Attrition

By |April 13th, 2017|Contact Centres, Real Time Management, Workforce Management|

In the contact centre industry, a lot is made of the importance of technology.  ACD’s, Speech Analytics tools, CRM, WFM and Real-Time Automation solutions all figure heavily in everyone’s thinking when people are looking for the best solution for their contact centre.  But, in my opinion, there remains another key factor that can make the [...]

Are Contact Centre Email Response Times As Strong As They Need To Be?

By |April 6th, 2017|Contact Centres|

Setting an appropriate service level goal within your contact centre is a tricky proposition. For ‘live’ channels like phone or webchat, you need to consider what level of service is likely to delight your customers, what level they will simply not tolerate and what level your cost model will allow you to support. Historical data, [...]

Redefining Real-Time Management

By |March 14th, 2017|Contact Centres, Intraday Management, Real Time Management|

Recently, I’ve been delving through the internet looking for what the contact centre industry actually understands by ‘real-time management’. This one from Contact Centre World, is fairly representative of what I found; "Using queue levels to judge staff numbers and manipulate scheduling. This technique can be utilised to maximise profitability and efficiency of the organisation." [...]

4 Cities’ Workshops: My take on the The Forum Challenge Workshops 2017

By |March 3rd, 2017|Contact Centres, Intraday Management, Real Time Management|

Over the past few weeks, I’ve been ‘on tour’ around the UK, attending all four of The Forum’s Regional Challenge Workshops. As the UK’s go-to community for best practice and professional development in customer contact it has given me an opportunity to hear first-hand the challenges that Planning teams around the UK are facing. I’ve [...]