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

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 environmental commitments when deciding where to work. Implementing eco-friendly practices might seem like hard work, but it doesn’t take much [...]

Transform Your Call Center into a Superhero

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? It goes by the name of Status Quo and it lurks in the shadows delivering mayhem. You see it every [...]

Show Your Agents You Care this Valentine’s Day

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 their dedication and hard work. See how automation makes it easy to give your agents the recognition they deserve. And, [...]

3 Ways to Improve Adherence in the Contact Center

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) adhere to their schedule, the WFM team must manage these exceptions manually. Some companies tolerate a certain percentage of non-compliance [...]

Ring in the Holidays with Real-time Automation

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 spikes in volume can leave your team fighting fires to keep up. How do you possibly prepare? Real-time automation streamlines [...]

One Billion Actions Transforms Global Call Centers

Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from manually reactive to strategically proactive in the blink of an eye. For many global call centers, this transformation has become a reality. Based on the unique needs of each center, real-time automation performs one billion [...]

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 [...]

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 [...]

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|