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[Webinar Preview] Pro-Tips: Expert Advice from WFM Peers

Contact centers are becoming more complex. Keeping up with the pressure to cut costs and meet demands is hard. Mix in emerging technologies like digital,  and your head is spinning. How do you navigate through the clutter? In our upcoming webinar, Harper Flores and Maxene Squire, experienced WFM professionals, will share first-hand how they conquered [...]

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|

3 Ways to Help Agents Self-Coach

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most coaches understand this and agree that agents are more responsive to being asked questions about skills in coaching rather than just getting wordy lectures from the coach. But the benefit of using interactive techniques is [...]

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 [...]

Are You Showing Sincere Agent Appreciation?

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they make the customer feel important and valued, and sound sincere when they do this.  A poorly given thanks is no better than saying nothing and the customer can hear the insincerity in our word choices, [...]

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|Workforce Infrastructure|

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|

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, Workforce Infrastructure|

More Coaching Misses and How to Fix Them (Part 2)

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities. Here are some more ideas for your consideration: Avoid talking about other agents and their skill problems Your agents don’t really care how coworker “Mary” struggles with the same skill issue or that coworker “Joe” [...]