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Contact Center Automation: Driving CX in Utilities

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, customers demand low rates, omni-channel service and quick resolution. It only takes one bad experience to encourage your clients to [...]

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 [...]

Intradiem’s Continuous Focus on IT Security

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 a data breach in the past year, according to the 2018 Thales Data Threat Report? In today's world where customers [...]

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

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 [...]