­

Transform Your Call Center into a Superhero

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be. It’s wreaking havoc on your customers, your agents and the business. Who is this villain? It goes by the name of Status Quo and it lurks in the shadows delivering mayhem. You see it every day. It’s ruthless in delivering chaos that takes down agent training. It thrives on agent call fatigue and laughs at the idea of work-life balance. It bullies workforce management every day and doesn’t rest until every real-time analyst or planner is taken down and a [...]

By |March 22nd, 2019|

Spring Cleaning Time for Call Centers

By |March 20th, 2019|Categories: Best Practices / Metrics, Training / Coaching, Workforce Infrastructure|Tags: , , , |

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in [...]

Intradiem’s Continuous Focus on IT Security

By |February 19th, 2019|Categories: Contact Center RPA, Customer Experience|Tags: , , , , , , |

Digital transformation is here, and while it leads to increases in efficiency, productivity and revenue, it also poses potential risk when it comes to data security. Did you know that 46% of U.S. businesses experienced [...]

Show Your Agents You Care this Valentine’s Day

By |February 12th, 2019|Categories: Agent Engagement, Best Practices / Metrics, Contact Center RPA, Training / Coaching|Tags: , , , , , , |

With Valentine’s Day upon us, what better time to show agents your care? This “Hallmark” holiday is for more than just giving out boxes of chocolates. It’s the perfect chance to acknowledge your staff for [...]

3 Ways to Improve Adherence in the Contact Center

By |February 8th, 2019|Categories: Agent Engagement, Best Practices / Metrics, Contact Center RPA, Innovation|Tags: , , , , , , , |

Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to help you improve adherence and keep your operations running smoothly. When agents don’t (or can’t) [...]

Ring in the Holidays with Real-time Automation

By |December 21st, 2018|Categories: Agent Engagement, Best Practices / Metrics, Cost Take Out, Customer Experience, Real-Time Automation|Tags: , , , , , , , , , |

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of year turn can quickly turn even the most thoughtfully planned and forecasted day awry. Unexpected [...]

One Billion Actions Transforms Global Call Centers

By |December 3rd, 2018|Categories: Agent Engagement, Cost Take Out, Innovation, Real-Time Automation, Training / Coaching, Workforce Infrastructure|Tags: , , , , , , , , , , |

Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from manually reactive to strategically proactive in the blink of an eye. For many global call [...]

Winning Call Centers Empower Agents

By |November 14th, 2018|Categories: Agent Engagement, Best Practices / Metrics, Innovation, Real-Time Automation|Tags: , , , , , , |

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 [...]

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 [...]