February 8, 2016

A bullseye kind of customer experience!

Considering that companies today are now offering several products from several points of contact, measuring the customer experience may sound complex, but it doesn’t have to be!

January 25, 2016

Tips and tricks to clean up your workforce management tools

The beginning of the year is often a time when we take a step back to have a fresh start. It is therefore a good period to eliminate things that aren’t useful and review our ways. So why not take advantage of this moment to do a good clean up of our workforce tools and processes, in order to start the new year off right?

November 17, 2015

Mapping the customer journey: A travel through customer experience enhancement

Mapping the customer journey may seem like an abstract concept, that comes from major business schools. However, it represents an…

October 8, 2015

Why Opt for Intraday Automation?

Intraday automation is the best way to successfully overcome the real time challenges contact centers face while improving customer experience.

September 15, 2015

From strategic planning to operational planning

For many managers, the arrival of autumn announces annual business planning period. This important and critical period allows managers to identify all the necessary initiatives to support the company in its strategic and business objectives.

June 16, 2015

Converting to a multi–channel contact center: An essential transformation to your operations

Transforming their operations into a multi-channel contact center is a critical decision.
What are the implications of not evolving into a multi-channel contact center? What are the key elements for success?

April 27, 2015

The customer experience, the battle of business and customer shield.

In order to succeed and differentiate ourselves, we must be innovative and have an exemplary customer roadmap.

February 12, 2015

The Workforce team can have a positive impact on agent behaviour

In workforce management, use the gamification concept to reinforce positive behavior