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Call Center Cost Reduction: Automation Outranks Alternatives

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center operations typically turn to one of four options to meet these objectives. These include digital solutions, right placement, workforce management, and automation. Each option provides a different return on investment and execution risk. Question is, [...]

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

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 centers at Sprint, Rogers, Pacific Gas & Electric, and others are realizing continues to increase. This community of innovators is [...]

By |July 20th, 2017|Intraday Automation|

An Idle Millennial = An Unhappy Millennial

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 a whole other animal, and it is one of reasons why seeing an idle Millennial is rare. In fact, their [...]

By |July 13th, 2017|Agent Engagement, Intraday Automation|

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

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 the customer and employee experiences. AccorHotels accomplished these improvements through their use of a platform created and provided by Intradiem. [...]

Advanced Intraday Automation – Getting a Seat at the Budget Table

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. This time around we will provide a practical guide to creating a business case for the advanced intraday automation solution. [...]

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

Why All the Fuss Over Advanced Intraday Automation?

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 of advanced intraday automation, including the problems it addresses, what it is, why it’s growing so quickly and the value [...]

5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

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 supervisors. Busy schedules mixed with the unpredictable nature of the environment leaves little time to develop, support and ensure agents [...]

8 Qualities to Look for in an Intraday Automation Provider

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 and contact center operations is apparent - The Challenge is Real and relying on the status quo is not an [...]

It’s Not Just Your Forecast Anymore

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But then came multi-channel and customers with smartphones that shifted the entire dynamics of your profession. In today’s WFM world, it’s just as important to manage intraday processes as it is to start with an accurate [...]

By |April 10th, 2017|Best Practices / Metrics, Innovation, Intraday Automation|

5 Ways to Fuel Employee Engagement

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and thank goodness because I would much prefer to resolve issues with a friendly human versus a robot). In a recent post, [...]