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Use Idle Time to Increase Agent Performance

Frontline organizations pride themselves on keeping their employees busy. However, according to a recent Intradiem survey, 11% of the agent's day is still spent idle. On average, this equates to 45 minutes per agent, per shift. Learn how to make the most of this idle time to increase agent performance... http://intradiem.wistia.com/medias/oggpkqynap?embedType=iframe&videoWidth=640  

By |February 6th, 2014|Workforce Infrastructure|

In Pursuit of Super Agents

Look over at that workstation! It’s a customer service agent handling emails… no, it’s a sales agent handling calls … no, it’s a tech-support agent handling chats… no, wait – it’s…it’s…it’s…SUPER agent! Super agents (a.k.a., universal agents) are the stuff of contact center myth and legend. They’re faster than a speeding bullet, more powerful than [...]

By |February 4th, 2014|Workforce Infrastructure|

4 Ways to Create Exceptional Customer Experience

Customer relationships are a lot like dating. At first, things can be a little awkward. You get to know each other and the relationship can go one of two ways – incredible or terribly wrong. In a recent study, it was discovered only 26% of companies have a well-developed strategy in place for improving customer [...]

By |March 19th, 2013|Best Practices / Metrics|

Top 10 Reasons Most Contact Center Agents Burn Out

If you are in the call center business, you know a thing or two about turnover. There are many factors that contribute to turnover, but a major one is agent burnout. It is so common that it has worked itself into the workplace vernacular of many centers both here and abroad. When executives use the [...]

By |February 20th, 2012|Workforce Infrastructure|