Marginal Gains: How Ignoring the Little Things May be Keeping Your Contact Center from Being World Class

Marginal Gains: How Ignoring the Little Things May be Keeping Your Contact Center from Being World Class

Anyone that followed the Olympic Games this year surely noticed the medal results posted by Great Britain – 67 total medals (27 gold, 23 silver and 17 bronze) – an impressive haul for a country with a population roughly equal to Texas and California combined. Most notable, perhaps, was the medal count posted by their track cycling teams who captured 11 medals.…

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Advanced QlikView Security Permissions

Advanced QlikView Security Permissions

When developing dashboards that display sensitive information, there are often a variety of security requirements that must be considered during design and development. These requirements depend on the number and types of users and the structure of the business. Very commonly, some users should have access to only a subset of data while others should be able to view all of the data. …

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How United Airlines Met My Five Necessities in Customer Experience

How United Airlines Met My Five Necessities in Customer Experience

A few years ago, I wrote an article titled ‘Identifying the five key things that matter to the customer regardless of industry’. Customers’ expectations have evolved significantly over the last decade as they have been exposed to different levels of service across a broad range of industries. When a customer’s needs aren’t met, these poor experiences are likely to be shared immediately over...

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How ComEd Exceeded My Expectations

How ComEd Exceeded My Expectations

Earlier this week I received a phone call from my utility company, ComEd. The call was automated and could have gotten to the point a little bit quicker, but I held on and listened. It was a proactive communication to let me know that my power was going to be turned off at 2pm that day for 240 minutes due to an emergency situation.…

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Five Things a Utility’s Contact Center Should Consider with an AMI Roll-out

Five Things a Utility’s Contact Center Should Consider with an AMI Roll-out

The move to smart meters or Advanced Meter Infrastructure (AMI) is inevitable. According to Pike Research, smart meters will be installed at a rate of 5% a year for the foreseeable future. What does this all mean for the contact center of a utility company? Change. Top 5 things a utility’s contact center should be mindful of before, during and after an AMI roll-out.…

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Why Technology Will Not Yet Replace the Workforce Manager in the Contact Center

  Workforce Management (WFM) systems used to be out of reach for small or budget-constrained contact centers.  With advances in technology, they are now more affordable.  The latest WFM systems are comprehensive and sophisticated, including features like optimized call routing, improved intra-day forecasting and voice analytics. With the availability of more comprehensive WFM tools, some...

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How “Illuminating” is Your Utilities’ Customer Experience? 2015 Customer Effort Index in Utilities Results

In the utilities industry firms are zeroing in on customer experience as a means of predicting and improving customer satisfaction. Their approaches to elevating customer experience vary significantly. We have found that rather than waiting for stakeholders and regulators to force improvements, utilities gain more credibility and support by proactively designing customer interactions to be as...

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Contact Center Transformation: From Strategy to Inception

West Monroe Partner’s High Performance Contact Center team recently conducted a half-day workshop at the ICMI Contact Center Demo and Conference in Chicago.  We demonstrated how you can transform your contact center from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. …

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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