Winning Call Centers Empower Agents

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you make your agents a priority without impacting service levels? Real-time automation delivers a simplified approach to engage and empower your agents while sustaining a competitive advantage. Intradiem recently passed a significant threshold to deliver one billion automated actions per year. The value to our customers is like gaining one billion assistants, enabling them to exceed objectives for training, staffing and productivity goals. Here are a few examples of how Intradiem customers at leading organizations are winning with real-time automation: Top [...]

By |November 14th, 2018|

Customer Success: Cost Reduction with Automation

By |October 11th, 2018|Categories: Agent Engagement, Cost Take Out, Customer Experience, Real-Time Automation, Workforce Infrastructure|Tags: , , , , , , , , |

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For our customers, this means significant cost reduction. Take a look at some of their recent [...]

How to Boost Agent Morale with Real-Time Automation

By |October 3rd, 2018|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Real-Time Automation, Training / Coaching|Tags: , , , , , , , |

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly are the voice of your company. Are you recognizing and celebrating their achievements? Many companies [...]

WFM Tips Featuring Maxene Squire [Webinar Preview]

By |September 10th, 2018|Categories: Cost Take Out, Innovation, Real-Time Automation, Workforce Infrastructure|Tags: , , , , , , , , , , |

Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the customer experience? Keeping up with demands is no easy task, especially when you're relying on [...]

Customer Community Cuts Costs with Real-Time Automation

By |September 6th, 2018|Categories: Cost Take Out, Real-Time Automation, Training / Coaching|Tags: , , , , , , , , |

In this edition of our Customer Community Stories, we’re diving into the variety of ways customers are achieving their cost reduction goals. Check it out: $16.5M in Savings This top health insurer needed to improve [...]

UK Utility: Weathering the Storm with Real-Time Automation

By |September 5th, 2018|Categories: Customer Experience, Real-Time Automation, Training / Coaching|Tags: , , , , , , , , , , , , , |

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. Real-time spikes in call volume due to storms and outages are a reality of life [...]

[Webinar Preview] Pro-Tips: Expert Advice from WFM Peers

By |August 27th, 2018|Categories: Best Practices / Metrics, Innovation, Real-Time Automation|Tags: , , , , , |

Contact centers are becoming more complex. Keeping up with the pressure to cut costs and meet demands is hard. Mix in emerging technologies like digital,  and your head is spinning. How do you navigate through [...]

Customer Community Continues to Create New Value through Innovative Use Cases

By |July 26th, 2018|Categories: Agent Engagement, Customer Experience, Innovation|Tags: , , , , , |

In this July edition of our Customer Community Use Case Story Round-up, we're looking at the innovative ways customers are achieving their cost take out goals with real-time contact center automation. Check it out: 4 [...]

3 Ways to Help Agents Self-Coach

By |December 4th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , , |

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most coaches understand this and agree that agents are more responsive to being asked questions about [...]