Shrink the Shrinkage with Contact Center Automation

Call center shrinkage may seem like a necessary evil by yesterday’s standards. However, technology that works in real-time - contact center automation – has proven to dramatically reduce the cost of shrinkage. Here’s how automation can benefit your center: Training Made Easy It’s important that your agents get the proper training and development. But scheduling, rescheduling and moving your agents off the floor for training drains time and money. Workforce management teams manually adjust schedules and rearrange training as volume fluctuates. As agents move back and forth for classroom training, that’s time that could be spent serving customers. Contact center [...]

By |April 25th, 2019|

Make “Greener” Choices in the Call Center this Earth Day

By |April 18th, 2019|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture, Efficiency|Tags: , , , , , , , , |

Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help attract and retain the best staff. In fact, 76 percent of millennials consider a company’s [...]

Contact Center Automation: Driving CX in Utilities

By |April 4th, 2019|Categories: Best Practices / Metrics, Contact Center RPA, Customer Experience, Innovation|Tags: , , , , , , , , , |

Utility providers have long known that customer service plays a major role in their success, and the pressure to provide best in class service has never been greater. With many competitors in the utility space, [...]

Transform Your Call Center into a Superhero

By |March 22nd, 2019|Categories: Agent Engagement, Contact Center RPA, Customer Experience, Efficiency, Training / Coaching|Tags: , , , , , , , , , , , , |

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be. It’s wreaking havoc on your customers, your agents and the business. Who is this villain? [...]

Spring Cleaning Time for Call Centers

By |March 20th, 2019|Categories: Best Practices / Metrics, Training / Coaching, Workforce Infrastructure|Tags: , , , |

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in [...]

Intradiem’s Continuous Focus on IT Security

By |February 19th, 2019|Categories: Contact Center RPA, Customer Experience|Tags: , , , , , , |

Digital transformation is here, and while it leads to increases in efficiency, productivity and revenue, it also poses potential risk when it comes to data security. Did you know that 46% of U.S. businesses experienced [...]

Show Your Agents You Care this Valentine’s Day

By |February 12th, 2019|Categories: Agent Engagement, Best Practices / Metrics, Contact Center RPA, Training / Coaching|Tags: , , , , , , |

With Valentine’s Day upon us, what better time to show agents your care? This “Hallmark” holiday is for more than just giving out boxes of chocolates. It’s the perfect chance to acknowledge your staff for [...]

3 Ways to Improve Adherence in the Contact Center

By |February 8th, 2019|Categories: Agent Engagement, Best Practices / Metrics, Contact Center RPA, Innovation|Tags: , , , , , , , |

Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to help you improve adherence and keep your operations running smoothly. When agents don’t (or can’t) [...]

Ring in the Holidays with Real-time Automation

By |December 21st, 2018|Categories: Agent Engagement, Best Practices / Metrics, Cost Take Out, Customer Experience, Real-Time Automation|Tags: , , , , , , , , , |

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of year turn can quickly turn even the most thoughtfully planned and forecasted day awry. Unexpected [...]