Promoting Adherence in the Contact Center and Doing It Fairly

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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 […]

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What Is Gamification and Why Should Contact Centers Care?

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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 […]

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WorkFlex Solutions, the Industry Leader in Intelligent Intraday Automation® for Contact Centers, Announced That It Has Been Awarded a 4th Patent

Under Blog Post, Home Sidebar, Press Releases | Posted by WorkFlex Solutions LLC

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 […]

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Why Do We Buy Products? To Do a Job, Says Harvard Professor

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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 […]

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One Bad Customer Experience Costs Companies Dearly, So They Should Make Their Contact Center Agents Happy

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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 […]

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WorkFlex Joins CRMXchange for Two Events in June 2017

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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 […]

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WorkFlex Technology Contributes to Creating a Knock-Your-Socks-Off Customer Experience

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

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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No Workforce Management System Is Complete Without WorkFlex

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

As you read that title, I bet you thought, “Cheeky, aren’t they? Who the heck do they think they are?!” Who we are is a software company that makes workforce management (WFM) systems function even better. Our system integrates with workforce management (WFM) systems to fill in the missing functionality in WFM scheduling called intraday […]

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WorkFlex Contributes to Kaizen and Helps Engage Millennials in the Workplace

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

A common complaint of management in recent years has been focused on the Millennial mindset and attitude in the workplace. A Harvard Review article from last May calls Millennials “the least engaged generation in the U.S.” and suggests that “71% are either not engaged or actively disengaged at work.” Disengagement leads to lack of commitment […]

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My First Year at WorkFlex Solutions: A Salute to the Team

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

I recently celebrated my one-year anniversary at WorkFlex Solutions and decided to mark the occasion with a tribute to my co-workers. I am the HR and accounting manager. (We’re a small company, so I, like just about everyone else, wear multiple hats.) Before working here, I had never worked for a small enterprise. It has […]

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