Why Aren’t You Using Quality Monitoring?

I come across people in my training classes all of the time who are not doing any sort of quality monitoring of their contact center agents and it completely baffles me. Now, when I say “quality monitoring”, I mean some sort of recording and scoring of the agents’ interactions with your customers. There are so many justifications for it, such as allowing the agents to actually hear what they sound like when speaking to customers, that it seems monitoring would just be an obvious thing to do and yet so many companies don’t.

Is it a financial thing? Perhaps the […]

Workgroup Mania! When is Enough, Enough?

Some customers coming through my training classes struggle with finding the “right” number of workgroups for their organization. With our Customer Interaction Center, workgroups are the primary organizational component. Interactions are typically routed to workgroups. When you are looking for a co-worker’s phone number, you see it sorted by the workgroup they are in.

Is your company going “workgroup crazy” and creating more than needed? Maybe even creating more groups than can be easily maintained?

Here are some questions to ask when determining if a workgroup is really needed or not.

Do you need to route interactions to a specific […]

When it’s OK to Give Less Than 100%

We are always being told to give 110% or pushed to always strive for 100%. Sometimes that just isn’t possible. Take schedule adherence in the contact center, for example.

Schedule adherence = are my agents doing what they are scheduled to do?

Typically your contact center has a percentage goal that the employees strive to reach. If your center is anything like the one I used to work in, management may decide to be a little lenient at first and let something like 97% be the goal. You are able to marry-up the idea that you need agents to be there […]

9 Best Practices for Utilities Deploying Mobile Apps

How important is mobility to your utility customers? Today, customers expect convenience, customization and self-service – wherever and whenever! Expectations have been set by other industries that this ease of access translates to mobile access. This will continue to be a market force in the utility industry that will challenge those without apps to deploy them – and those with apps to keep improving them.

As an IT Manager at a utility, your objectives are many. In addition to improving the customer experience, you are also being tasked with building and maintaining theses mobile apps in a way that allows […]

Business Process Automation – What About the Internal Processes?

When most companies think about business process automation (BPA), they think about customer-facing or “production” processes. Most companies that I’ve worked with are concerned with improved cycle times, cost reductions for operational areas, improved efficiencies for contact centers, and reduction of manual processes for transactional areas. However there are many other opportunities that your organization can benefit from by looking at internal processes.

One example that comes to mind is the human resources (HR) department. Most HR departments have defined, repeatable processes, such as employee onboarding, employee separation, and employee moves. These are ideal for automation and can lead to […]

Wax On, Wax Off: Best Practices for Planned Changes


Welcome to my first Tech Lounge blog post.  My name is Drew Bisson and I am the Support Critical Situation Manager.  I see many issues and outages, a good portion of which are due to planned changes where people skimped on the planning.  So without further ado I give you…

Wax On, Wax Off: Best Practices for Planned Changes

In the 1984 film, The Karate Kid, the main character Daniel LaRusso (played by Ralph Macchio) wants to learn Karate and his teacher, Mr. Miyagi, starts his training by having him perform arduous chores like waxing his cars, sanding a wooden floor, and […]