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5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution by 2020. And for call centers, the hub of customer experience management, the pressure is on to get the omnichannel [...]

Proactive New Hire Training and Coaching = Engaged Agents

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development success. However, we may not have equally effective plans in place for introducing and rolling out coaching with our newly hired agents. The first few weeks on the job can be major turnover time if [...]

Are You Viewing the Experience Through the Lens of the Customer?

Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things from the customer’s perspective, to understand their issue and how to solve it quickly, and simultaneously using processes and procedures to move the interaction to its next logical step. We are using our lens to [...]

Educating Your Team? Start with Yourself

Your people make the difference. Of course you know that. It's probably in posters all throughout your call centers, your break rooms, everywhere.  And you believe it. Which is why you invest money and time in them. You have online training they can take to improve their knowledge. You regularly pull them off the phones [...]

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Recently I had a support team manager tell me that she had received feedback from a VP in the operations area of the company where she worked. He told her that he thought that all this “engagement” by her agents in emails and on calls to internal customers and co-workers was unnecessary “fluff”. She told [...]

Earn a Seat at the Table

I hear it all the time. Your company is focused on the customer. There are customer-focused initiatives — perhaps your company has created a customer experience (Cx) team, and is hiring new people to stock it. A ton of customer research is being done – surveys and focus groups are carried out, journey maps are [...]

WFM: From the Back of the Bus to Driving the Bus

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet 45% of customers can’t remember having a positive customer experience! At the same time, today’s buyers are more empowered than ever. Not only can they do their own research online, but they can also use [...]

How to “Green” Your Contact Center

Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help to attract and retain the best staff. According to a survey conducted by the Society of Human Resources Management on HR and environmental sustainability, 49% of businesses with green workplace practices claimed these environmentally conscious [...]

The Top Five Obstacles to Customer Centricity and How to Overcome Them

Note to reader: This series of blog posts is based on the results of research undertaken by Peter Lavers and Intradiem for a customer centricity webinar that aired live in March 2016. (Access the on-demand version of the webinar) The Research We asked participants to answer 10 questions relating to potential issues that their companies [...]

Financial Services Contact Centers: Intraday Automation Puts Your Customers First

Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to dealing with a portfolio of highly regulated products, there are generational chasms with varying expectations, demands and tolerance level across multiple channels. Additionally, the industry is facing technological updates. In a recent survey, 53% of [...]

By |January 20th, 2016|Customer Experience, Innovation, Workforce Infrastructure|