• Request Demo
  • Customer Support
  • Partners
  • Blog
  • (678) 356-3500
Intradiem Logo
  • Solutions
    • Adherence & Staffing
    • Agent Engagement
    • Back Office
    • Business Impact Reporting
    • Call Handling
    • Workflow Assistant
  • Services
  • Customer Success
  • Resources
  • Events
  • Company
    • About Us
    • Careers
    • Intradiem News
    • FAQ
    • Leadership
    • Service Culture
    • Contact
  • Request Demo
  • (678) 356-3500

Author: Melissa Kovacevic

By Melissa Kovacevic
in Best Practices / Metrics
on Apr 6, 2017

Solving the Mystery of the Missing Empathy

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to...

Read More
By Melissa Kovacevic
in Agent Engagement
on Feb 13, 2017

Are You a Manager with Heart?

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them...

Read More
By Melissa Kovacevic
in Customer Experience
on Dec 21, 2016

We Know If They’ve Been Good or Bad With Customers – But What Are We Doing To Inspire Change?

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or...

Read More
By Melissa Kovacevic
in Best Practices / Metrics
on Dec 1, 2016

7 Ways to Coach by Example

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks...

Read More
By Melissa Kovacevic
in Best Practices / Metrics
on Oct 27, 2016

Are Your Processes “Customer Driven” or Driving Customers Away?

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in...

Read More
By Melissa Kovacevic
in Agent Engagement
on Sep 29, 2016

Proactive New Hire Training and Coaching = Engaged Agents

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development...

Read More
By Melissa Kovacevic
in Agent Engagement
on Aug 24, 2016

How to Improve Your Finance Team’s Soft Skills

One of the reasons our business stays open is because someone purchases our services or products and will continue to...

Read More
By Melissa Kovacevic
in Best Practices / Metrics
on Jul 28, 2016

Ticket to Ride the Customer Experience Support Train

There are many tech support agents who are extremely successful at creating a great customer experience over the phone. They...

Read More
By Melissa Kovacevic
in Best Practices / Metrics
on Jun 20, 2016

How to Keep WFM Employees Engaged

We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of...

Read More
By Melissa Kovacevic
in Agent Engagement
on May 19, 2016

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Recently I had a support team manager tell me that she had received feedback from a VP in the operations...

Read More
1 2 3 4 … 6

Search

Subscribe for updates

Follow Intradiem on LinkedIn

Categories

  • Agent Engagement
  • Best Practices / Metrics
  • Blog
  • Contact Center RPA
  • Corporate Culture
  • Cost Take Out
  • Customer Experience
  • Efficiency
  • Employee Engagement
  • Featured
  • Innovation
  • Real-Time Automation
  • Share the Love
  • Training / Coaching
  • Workforce Infrastructure

Recent Posts

  • How Call Centers Can Thrive by Successfully Managing the Unexpected with AI
  • How AI May Help with Contact Center Staffing Issues During Unexpected Times
  • Podcast: Exploring the Data Disconnect Facing Contact Centers
  • The Call Centers’ Missing Link Between Insights and Actions
  • Intradiem CEO names the age-old customer service problem that’s gotten worse as agents work from home
  • Contact Us
  • Privacy Policy
  • © 2021 Intradiem
iso-27001 aicpa
X Close