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Trust – If You Build it, Employee Engagement will Come

Wednesday, October 29th, 2014

Employee Engagement has been a hot topic for a while now. Successful companies achieve great results – and provide tremendous customer service – through their engaged employees. Results are certainly well documented. I always enjoy the topic, and different ideas presented to build engagement.

In my readings on engagement, two distinct thoughts stand out regarding employee engagement:

  1. An alternate definition of Employee Engagement could be Discretionary Effort. Or, more simply, “going above and beyond”.
  2. Dis-engaged employees stay for what they get while engaged employees stay for what they can give.

Now, a good deal of discussion and thought can be put into each of those two statements.

Discover WFO

Discover WFO Launch – What’s New and Why it’s Important to You

Monday, October 27th, 2014

Shortly before our annual ICUC user conference in September, we unveiled our new Discover WFO suite perfect for small to medium sized call centers. This workforce optimization suite is designed to cover all WFO needs including Call Recording, Quality Management, Speech and Desktop Analytics, Workforce Management and Performance Management.

What does that mean for you? First, Discover WFO leverages the great technology from Uptivity, a company we acquired in spring 2014. Prior to their rebranding to Uptivity, the company was called Call Copy. Uptivity/Call Copy has been focused on WFO solutions for over 10 years and has built a strong reputation on providing all the technology call centers need to track and optimize the performance of their agents.

litter 2

Are you an Information Litterbug?

Wednesday, October 22nd, 2014

It happens innocently enough. The marketing director showcases 60 PowerPoint slides of a new customer campaign during a contact center staff meeting. Afterward, you say, “Wow! That’s great information. The agents should have this because a customer may ask about it.”

Without stopping to think of the consequences you just became an information litterbug.

Do we really expect agents to review a slide deck during a customer call?

And, it gets worse. As more information accumulates, another SharePoint site is created. Now the training area gets involved to develop training materials for agents on how to use the site.

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