3 Pillars of Workforce Management, Part 3

In this series “3 Pillars of Workforce Management”, I have discussed the importance of a Real - Time Analyst (the eyes and ears of the call centers) and the Forecaster (the person(s) that drives the goals of the call center). Now let’s complete this series and delve into the third and final pillar, the Reporting Specialist.

Interaction Client Training Videos

David Currier

If you’ve seen our client and supervisor training videos for CIC 3.0, you might be wondering where the new videos are for the current CIC release. We actually have a good portion of the scripts written, but recently decided to change our approach to recording and releasing them.


My Favorite 8 New Features of Interactive Intelligence CIC 2015 R2

Gavin Waggoner

I have enjoyed learning more about the new features of CIC 2015 R2 since its release on February 10, 2015. Whether or not you have had time to scope out these new changes, I thought you might like reading an overview of the features.  

3 Pillars of Workforce Management, Part 2

In my last post "3 Pillars of Workforce Management, Part 1" I addressed the important role of the Real-Time Analyst. This person knows the trends of your call center like no one else and is literally the eyes and ears of your center.

Today, I want to focus on the Forecaster - your small group of trend setters and number crunching gurus. Let's start with looking at this group's critical contribution to the center and conclude with tools that can help your Forecasters be even more effective.

3 Pillars of Workforce Management, Part 1

In my 20+ years of experience in call centers, I’ve learned that Workforce Management is the true backbone of the center. Almost every aspect of what happens runs through the WFM staff – including agent staffing, training, budgets, PTO scheduling and more.

I see Workforce Management in 3 very distinctive yet inclusive parts of one another - the Real-Time Analyst, the Forecaster and the Reporting Specialists.

Interaction Dialer 3.0 vs the Newly Released Dialer 2015 R2 - Check out the Enhancements

Gavin Waggoner

I recently attended a webinar that compared Interaction Dialer 3.0 to the latest release, Dialer 2015 R2. I thought it would be useful to briefly summarize those differences as a quick reference to help in your evaluation of moving from Dialer 3.0 to Dialer 2015 R2.


Simple Solution for Direct Inward Dial Reporting

David Currier

The Customer Interaction Center (CIC) from Interactive Intelligence has many amazing features and capabilities… but has always been a bit limited when it comes to managing phone numbers and their assignments throughout the system.

How to Dual Register Your Polycom Phone with a Development CIC System

David Currier

Developing and testing of new call flows often involves placing or answering calls in a development CIC environment. While it is definitely possible to have more than one phone on your desk, why not configure one phone to register with both your production and development systems?

'Twas the Night of the Upgrade

David Currier

If you've ever experienced a call center upgrade, you will certainly appreciate the humor of our very own  "'Twas the Night of the Upgrade" (brought to you by David Clark, David Currier and Ruth Lochary). Our apologies to Clement C. Moore. 

Exceed Your 2015 Workforce Management Goals with these Interactive Intelligence Tools

By now most companies have either confirmed or are in the process of creating their budgets for the 2015 calendar year. For call centers, the Workforce Management team is a critical part of gathering and forecasting information to meet short-term and long-term goals.

Interaction Optimizer and Interaction Decisions are the perfect tools for your Workforce Management team to get your company meeting or even exceeding those call center goals.