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Winning Call Centers Empower Agents

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you make your agents a priority without impacting service levels? Real-time automation delivers a simplified approach to engage and empower your agents while sustaining a competitive advantage. Intradiem recently passed a significant threshold to deliver one [...]

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 [...]

WFM Tips Featuring Maxene Squire [Webinar Preview]

Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the customer experience? Keeping up with demands is no easy task, especially when you're relying on time-consuming manual processes to get you to the finish line. Join your workforce management peers, Maxene Squire and Harper Flores, [...]

Customer Community Cuts Costs with Real-Time Automation

In this edition of our Customer Community Stories, we’re diving into the variety of ways customers are achieving their cost reduction goals. Check it out: $16.5M in Savings This top health insurer needed to improve agent engagement while also reducing costs in their center. Idle time wasn’t being used productively due to inefficient processes. With [...]

By |September 6th, 2018|Cost Take Out, Real-Time Automation, Training / Coaching|

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|

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 [...]

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 [...]

Fear of Coaching

I love working with new coaches and helping them to become the best they can be. Most are very excited about coaching with agents and welcome the opportunity to apply their experience in a new role in the center. Many coaches are supervisors or leads who now coach regularly in addition to their other center [...]

By |October 17th, 2017|Best Practices / Metrics, Training / Coaching|