Articles for Donna Fluss
The Contact Center Agent Hiring Gap
The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office
The Contact Center WFO Market Is Transforming
The story of this market is explained not by the pandemic but by digital transformation and the migration of contact center solutions to the cloud, both of which were accelerated by COVID-19.
The Transformational Value of Interaction Analytics
With so much in flux, IA can alert executives about the state of their customers and employees
Contact Centers’ Road Map to Success in the New Normal
The pandemic helped companies discover unforeseen and valuable possibilities
Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond
As digital transformation became a necessity, so did new and improved WFO
Contact Centers’ Digital Transformation Has Only Begun
The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.
Is It Knowledge Management’s Time?
Institutional knowledge at your fingertips is a big plus right now.
Contact Center WFO Remains Healthy, Despite the Pandemic
But to thrive moving forward, WFO needs to go beyond the contact center.
Customer Experience in the Post-Pandemic World
It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.
IVAs: The First Responders for Customer Service
Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines
Post-COVID-19, Contact Centers Should Reinvent Themselves
The pandemic has sped up changes that were overdue
Why Can’t We Just Put Customers First and All Get Along?
Disharmony can impact customers, employees, and the bottom line
In Times of Crisis, Contact Center Agents Must Practice Mindfulness
During COVID-19, agents will experience plenty of secondhand trauma. Here's how to keep agents healthy during stressful times
AI Will Change the Service Game, Eventually
In times of unprecedented uncertainty, one thing seems clear: artificial intelligence will drive the next business revolution
5 Customer Service Trends That Point to a Promising Future
Leaders finally realize what's best for customers is what's best for the company
The WFO Market Continues to Beat All Odds
Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story
The Hybrid Contact Center Workforce of 2030
Make way for the ‘interaction center,' staffed with humans, IVAs, and robots
The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road
A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike
The Reality of AI—Once You Get Past the Hype
Artificial intelligence is widely claimed, but practical uses are not widely found just yet
New Workforce Management Transfers Power to Agents
With flex staffing, agents can self-serve their way to a better work-life balance
Will Robotic Process Automation Replace Human Workers?
Automation will bring changes that rival those of the Industrial Revolution
Workforce Optimization Ushers in the Real-Time Contact Center
AI, automation, and analytics are leading to an era of self-service and sophisticated agents
Customer Service Is Everyone’s Responsibility
Companies have to start organizing their culture around putting the customer first
Thanks to AI and RPA, the WFO Market Surges
Workforce optimization moves to the cloud and embraces AI and analytics, and the market responds
Smarter Bots Mean Greater Innovation, Productivity, and Value
Robotic process automation is allowing companies to re-imagine and re-invest in all aspects of their businesses
Innovation Is What Makes Us Great
Customer service flourishes in a climate where people are free to innovate, and fail, and start over again
Knowledge Management Is Poised to Keep Companies Informed and Efficient
Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions
Contact Center Management Is Both an Art and a Science
A lot of skill is required, but even the most talented manager has to rely on data
Cloud Contact Center Solutions Continue Upward Trajectory
There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.
WFO Solutions Must Be Rebuilt From the Ground Up
A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity.
Speech Analytics Enters Its Next Act—Maturity
Speech and text analytics have become indispensable to the customer journey, and increased adoption and a replacement cycle are the next stage.
Robots Are in Your Contact Center’s Future
Robotics, in tandem with desktop analytics, will drive productivity improvements.
Chat Is Not Replacing the Voice Channel for Customer Service
Is it a must-have for contact centers? Yes. But it remains a complement to voice.
As the WFO Market Evolves, Will Vendors Adapt?
New targets, the demand for personalization, and the need to adjust sales models are among the challenges.
These 8 Technologies Are Transforming the Contact Center
The need to understand and engage newly empowered customers (hello, Millennials) is driving innovation.
WFM Solutions and Vendors Are Not All the Same
A buyer's guide for a market in which one size does not fit all
Will Customer Journey Analytics Be the Next CRM?
CJA looks to capture the kind of customer knowledge—spanning channels and touch points—enterprises have long sought
Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step
With ever-increasing demands for personalized service, contact centers need workforce management that can adjust to life's uncertainties
Cloud Solutions Are Rising in the Contact Center
Increased reliability, flexibility, and security of solutions make them an increasingly obvious choice
Workforce Optimization Is Under Siege
The sector has slowed of late, but innovation shows a way forward
The AI Revolution in Customer Service
The contact center market is finally ready for virtual bots, and not a moment too soon for self-service
Speech Analytics Can Help Alter the Service Paradigm
To create outstanding and personalized experiences for customers, you have to know them
Forget Annual Reviews: Use QA to Appraise Agents
Contact center staff can get timely feedback—and will stay more engaged
Workforce Optimization Is Poised for Big Changes
The cloud, integrated suites, and Big Data are transforming the market, and vendors must adapt
Great Customer Service Isn’t an Accident
To bring about outstanding service experiences, your employees have to actually be put in a position to deliver them
Workforce Management’s Best Years Lie Ahead
Back office and branch solutions, as well as channel and scheduling flexibility, will drive growth
Outstanding Customer Experience Is Still Your Top Service Goal
It ranks ahead of cutting costs or adding new technology
Cloud-Based Contact Centers: Bringing Clarity to a Crowded Market
A glut of vendors poses a challenge to buyers
Workforce Optimization's Winners and Losers
As the market moves toward analytics, many solutions will see their growth rev up—but a few will stall
Workforce Optimization Enters the Analytics Era
As the sector's products evolve, the challenge for vendors is getting customers to bite.
Cloud-Based Contact Centers: The Sky's the Limit
The market is starting to soar thanks to flexibility, cost-effectiveness, and ever-increasing reliability
Speech Analytics Is Important to Your Future
Analyzing what your customers say to agents can have huge operational benefits across an enterprise
It's Time for a Customer Service Revolution
Creating a frictionless customer experience will require a service rethink—and a companywide effort
The Outlook for WFO: Optimal
The workforce optimization market stays strong, and better analytics and back-office features could make it stronger
Say It Ain't So, Salesforce!
The company has made it easier for vendors to integrate and innovate. Will a sale change that?
Make Choice Your Calling Card
Preference management enables your customers to choose how, and when, to interact
WFM Finds a Better Direction
Algorithms and simulation address a key mathematical challenge
Contact Center Hall of Shame
The 11 worst customer service practices.
10 Top Enterprise Trends for 2015
Service excellence is finally taking a starring role.
Grow Motivation Through Gamification
Packaged solutions offer contact centers far-reaching potential.
Navigating the Cloud-Based Contact Center Infrastructure Market
Ease of use is key consideration for potential buyers.
Speech Analytics Is Starting to Make a Difference
With skilled analysts behind them, these solutions can enhance the customer journey.
Is It Time to Move Your Contact Center to the Cloud?
Make sure you understand the myths and realities.
Outbound Solutions Engage Customers and Enhance Relationships
Mapping out the ultimate next-generation product.
Buzzword Battle: Omnichannel Versus Multichannel
When the contact center industry takes notice, we all win.
Is It Time to Replace Your Complaint Management System?
Flexibility is key to meeting evolving business challenges.
Use Desktop Analytics to Improve Your Servicing Environment
Adoption of these solutions is poised to take off over the next few years.
WFM Growth Brings Choices and Challenges
For some companies, ease of use is winning out over functionality.
Speech Analytics Is an Enterprise Change Agent
Expanding beyond the contact center is a challenge to overcome.
Exploring the Role of Cloud-Based Contact Center Solutions
Adoption is growing, but concerns remain.
A TCPA Warning for Outbound Dialers
Companies that don't keep up with the latest regulations will pay the price.
Outbound Dialing Makes a Comeback
Changing rules give vendors new opportunities.
Suite Versus Best-of-Breed: Is Less Really More?
When not all solutions are created equal, choosing one is no easy task.
Meeting the Social Media Challenge
Build a system that works for your company.
The Black Hole of Customer Surveys
Don't ask for feedback if you're not going to act on it.
Workforce Management: Better but Not Good Enough
What makes an ideal solution?
The Rise of Social Customer Care
Best practices for staying on top of the new service landscape.
Transform Your Contact Center Into an Essential Corporate Contributor
Operations at risk must take a proactive approach.
Changing the Face of Workforce Optimization
Predictive and real-time analytics offer tremendous potential for contact centers.
Surveys Alone Are Not the Answer
Offering great customer service means knowing how to respond.
Why Contact Centers Are Moving to the Cloud
Low cost and flexibility make this a win-win solution for many enterprises.
Why Contact Centers Don't Adopt Performance Management
Despite excuses, catching up with other enterprises is only a matter of time.
IVRs Get a Bad Rap
There's no excuse for not investing in these systems.
The Revitalization of the Workforce Management Market
One-size-fits-all solutions are no longer the answer.
In Contact Centers, WFO's Star Is on the Rise
A host of innovations are adding new dimensions.
Social Media Belongs in the Contact Center
When marketing works with customer service, customers and enterprise benefit
Making Sense of the Hosted Contact Center Infrastructure Market
A 2012 buyers' guide.
Using Social Media for Customer Service
Are you reaping the benefits of this valuable resource?
The Argument for Desktop Analytics
This new IT sector offers visibility, real-time guidance, and process automation.
Speech Analytics in the Voice of the Customer Era
A valuable application increases its role
Why one size fits all no longer does
Using Social Media for Customer Service Is a Strategic Imperative
Protect and enhance your company's image.
Hire, and Empower, a Chief Customer Officer
This customer-centric position can unite siloed departments
Future of Contact Centers Clearly Lies in the Clouds
Too compelling to ignore, the benefits include low startup costs and no capital investment
New-Gen WFM Solutions Make a Real Difference
But many contact center offerings require a trade-off between accuracy and ease of use
Use Social Media Proactively
Leveraging sites like Facebook and Twitter is critical
Don’t Believe Everything You Hear About WFO
Suites embrace analytics, debunk idea core components are commodities
Realizing the Benefits of Speech Analytics
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
Customer Service Initiatives for 2011
Tough economy erodes customer loyalty, but there are ways to rebuild it
How to Listen to the Voice of the Customer in a Multichannel World
Contact center surveying/enterprise feedback is a vital first step
Separating Fact From Fiction
Speaking of Solid Payback
Optimizing your interactive voice response system may require only a small investment
The Golden Age of WFM
What contact centers must do to manage workforce management.
The Growth of Social Media in Customer Service
In a space this new there's nowhere to go but up.
The Siebel Effect—And Its Survivors
Failed CRM projects of the past may lead to a promising future.
Analyzing the Workforce
Analytics and on-demand offerings are changing the nature of workforce optimization.
6 Steps to a "Greener" Contact Center
What it means for the contact center to focus on the size of its carbon footprint.
Speaking of Customer Insights
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
Contact Center Innovation: What to Expect in 2010
Organizations must change their mission and culture to benefit from new technologies.
Presence Is Accounted For
Is unified communications the next disruptive technology for customer service?
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
Doing More of What You Already Do
Performance management is a contact center requirement.
Contact Centers and the Age of Analytics
A variety of applications promise revenue generation and cost reduction.
Workforce Optimization Is the Optimal Goal
Helping contact center managers achieve four primary goals.
Will Customer Service Be Another Casualty of the Recession?
In a tight economy, companies try to cut operating expenses wherever they can.
Top 10 Contact Center Goals
The contact center is part of a larger organization—and its goals must reflect that.
Contact Centers in the Web 2.0 World
Web 2.0 technologies can support your customer service processes.
Feedback Is the Future
Contact center surveying is evolving into enterprise feedback management.
A Disaster Waiting to Happen?
Business continuity and disaster recovery are often overlooked.
The High Quality of Quality Management
New solutions continue to make an impact inside and outside the contact center.
The Hosted Contact Center: A Paradox No Longer
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Hold On to Your Customers
Why the contact center may be your last line of defense.
Performance Management Requires Process Improvement
Contact center performance management isn't about measuring flaws -- it's about fixing them.
The Contact Center Identity Crisis
You are who you talk to.
Productivity and Workforce Management
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
Monitoring the Quality Monitors
What you need to know about quality management and liability recording solutions.
2008 Contact Center Challenges
Before managers can tackle primary goals, obstacles must be overcome.
Contact Center Surveying Is Essential
The surveying market may be fragmented, but that doesn't diminish its importance.
A Weak Connection
Ignoring customer needs is extremely shortsighted and expensive.
Analytics Is the Answer
What do contact center managers need to generate revenue? New tools and technologies.