As I’ve mentioned a time or two in these posts, I’m in the habit of perusing contact center industry Web sites for news on “the latest” – whatever that might be. Whilst in a perusing session the other day, I saw a headline that caused a sympathetic nervous system response: increased heart rate, audible gasp, […]
Continue reading →WorkFlex was founded to solve intraday management problems and to empower the employees who make contact centers work. Doing these two things is our reason for existing and so we’re wont to go about proclaiming that WorkFlex Makes WFM systems even better! Our technology integrates with workforce management (WFM) systems and we think those systems […]
Continue reading →Reshoring has been a trend for some years. In 2009, 35% of US companies maintained “offshore contact centers or help desks.” The number thereafter dropped substantially. By 2013, “the percentage of contact center contracts with significant onshore delivery climbed to 53 percent…” During that year, a Deloitte study found that “[f]or US-based companies, the US […]
Continue reading →Last week, the SWPP Tip of the Week admonished readers to “close down the exception factory” and to establish a fair way to handle adherence, noting that what constitutes “fairness” often becomes a controversial topic in the contact center industry. The Tip’s author Kevin Zimmerman from NICE laid out a suggested process. You can read […]
Continue reading →WorkFlex Gamification Technology as a Tool for Agent Engagement Do a Google search on the word “gamification” and view the following definition in the search results: “the application of typical elements of game playing (e.g., point scoring, competition with others, rules of play) to other areas of activity, typically as an online marketing technique to […]
Continue reading →WorkFlex Expands Real-Time, Intelligent Self-Scheduling with Gamification Capability CINCINNATI, OH (PRWEB) JUNE 13, 2017 In 2016, WorkFlex Solutions announced a patent for real-time, automated, intelligent self-scheduling (USPTO #9,280,754) that empowers employees with the flexibility to change their schedule while ensuring that each change actually helps optimize staffing levels. This new patent (USPTO # 9,679,265), expands […]
Continue reading →Ask your co-workers why they buy things and they’ll probably say, “Because I want them,” or “Because I need them.” That makes eminent sense, right? Those funky new shoes you bought? You were seized with possessive passion the moment you laid eyes on them – i.e., you wanted them! The scrub brush? Well, you needed […]
Continue reading →It may sound like a non sequitur, but the title of this little Thursday rant is anything but. Let’s unpack. The first clause in the title asserts that companies pay a high price for even one bad experience their customers encounter in dealing with them. In 2016, Ovum conducted research that showed 82% of customers […]
Continue reading →WorkFlex joins CRMXchange for two events in June 2017! We will be presenting during the June 1 Tech Tank technology demo along with NICE and Pipkins and we’re a sponsor again of the annual Virtual Conference, an event which this year includes two tracks: Quality Assurance and Analytics and Workforce Management and Performance Optimization. We are part of second […]
Continue reading →Blake Morgan writes about customers, companies and customer service. She has just published a book called “More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences.” The content is all about how critical it is for companies to deliver gold-standard customer service to succeed in today’s marketplace, and […]
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