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A Rose By Any Other Name… Agent Word Choices

When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following correct procedures and engaging with our customers. One skill that can be overlooked is word choice, in other words the words and phrases that an agent uses either in writing or when speaking with customers. It’s important that our agents understand the impact of their word choices on customer satisfaction and engagement. When our communication is done in written form or verbal without visual body language to enhance or confirm what we are trying to say, how the customer actually [...]

By |July 13th, 2017|

Why the Contact Center Community is Achieving Unprecedented Levels of Success with Intradiem

By |July 20th, 2017|Categories: Intraday Automation|Tags: , , , , , , |

Advanced intraday automation has reached critical mass and is quickly becoming a ‘must have’ platform for enterprise contact centers focused on improving customer experience and agent performance while reducing cost. Want proof? The value that [...]

An Idle Millennial = An Unhappy Millennial

By |July 13th, 2017|Categories: Agent Engagement, Intraday Automation|Tags: , , , , , , , , , |

Remember when ‘chat’ meant talking face to face? Baby Boomers and Gen X’ers likely remember those days, which included eye contact and facial cues. But now the Millennials are ‘large and in charge.’ 'Chat’ is [...]

AccorHotels Global Reservation Centre Takes Home Workforce Management Practices Award for use of Intradiem to Improve their Business!

By |June 22nd, 2017|Categories: Agent Engagement, Best Practices / Metrics, Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB) Workforce Management Practices Award for their use of Intradiem to deliver business improvements across both [...]

Advanced Intraday Automation – Getting a Seat at the Budget Table

By |June 16th, 2017|Categories: Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , |

In the prior blog article, "Why All the Fuss Over Advanced Intraday Automation," we outlined the problems addressed, what it is, why it’s growing so quickly and the value centers and their managers are realizing. [...]

More Coaching Misses and How to Fix Them (Part 2)

By |June 15th, 2017|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , |

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities. Here are some more ideas for your consideration: Avoid talking about other agents and their [...]

Why All the Fuss Over Advanced Intraday Automation?

By |June 6th, 2017|Categories: Innovation, Intraday Automation, Workforce Infrastructure|Tags: , , , , , , , , |

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced intraday automation. This summary aims to provide a quick primer on the ins and outs [...]

5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

By |June 1st, 2017|Categories: Agent Engagement, Best Practices / Metrics, Intraday Automation, Training / Coaching|Tags: , , , , , , |

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to rise. Keeping agents happy amidst the call center chaos can prove to be challenging for [...]

8 Qualities to Look for in an Intraday Automation Provider

By |May 10th, 2017|Categories: Best Practices / Metrics, Innovation, Intraday Automation|Tags: , , , , , |

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a nice-to-have, but a need-to-have. When meeting the goals of the business, consensus among workforce management [...]