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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 [...]

Intradiem’s Continuous Focus on IT Security

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 a data breach in the past year, according to the 2018 Thales Data Threat Report? In today's world where customers [...]

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

Ring in the Holidays with Real-time Automation

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 spikes in volume can leave your team fighting fires to keep up. How do you possibly prepare? Real-time automation streamlines [...]

Five Tactics to Delivering Superior Tech Support

What if you could provide call center directors with one billion assistants at their fingertips? Real-time automation does just that. It’s a mission critical technology that yields massive productivity improvements and cost savings. As a senior leader of a support team, it’s vital that I guide my team on the best ways to resolve issues [...]

Customer Success: Cost Reduction with Automation

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 successes: 4.5% Increase in FCR: This leading telecom provider needed a way to improve agent performance. Providing training quickly and [...]

How to Boost Agent Morale with Real-Time Automation

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 recognize their agents in a variety of ways during Customer Service Week. A recent Forbes article suggested some ideas such [...]

UK Utility: Weathering the Storm with Real-Time Automation

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 in the utility industry. To be prepared, many utility companies choose to staff a surplus of agents and run call [...]

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

Customer Community Continues to Create New Value through Innovative Use Cases

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 Second Reduction in AHT This top telecommunications company needed a way to achieve a significant cost savings through greater efficiencies [...]

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

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer support requests. Even the most prepared service groups can experience chaos in the contact center during these months. I experienced this firsthand during my time as Director of Global Workforce Optimization at a Fortune 25 [...]

By |November 9th, 2017|Customer Experience, Innovation, Workforce Infrastructure|

Are You Using Customer Feedback to Improve Processes?

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is really going on with our customers and center agents. Here’s one thing I think we can all agree on. Surveys are everywhere. They are coming from your grocery store, your favorite restaurants, online shopping sites [...]