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Author: tdye

By tdye
in Workforce Infrastructure
on Dec 19, 2013

Contact Center Reskilling Whiteboard

http://intradiem.wistia.com/medias/kyulyib6r5?embedType=iframe&videoWidth=640

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By tdye
in Workforce Infrastructure
on Dec 12, 2013

Reducing Attrition

  http://intradiem.wistia.com/medias/b9npp0zq22?embedType=api&videoWidth=440 Melissa Kovacevic explains how to reduce attrition.  

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By tdye
in Workforce Infrastructure
on Nov 19, 2013

Data Overload? Using Metrics to Improve Customer Experience

http://intradiem.wistia.com/medias/y9mjjktdx4?embedType=api&videoWidth=440 Today’s customers have multiple preferred channels and limited patience. Understanding which metrics to focus on to improve customer experience...

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By tdye
in Workforce Infrastructure
on Nov 5, 2013

Contact Center Channel Balancing Whiteboard

http://intradiem.wistia.com/medias/hj00wsuep4?embedType=api&videoWidth=440

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By tdye
in Workforce Infrastructure
on Oct 10, 2013

No more lip service: customer experience in the age of the customer

Customer experience may seem like an abstract concept, but it’s an important driver for growth in any organization. Businesses have...

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By tdye
in Workforce Infrastructure
on Sep 26, 2013

3 productivity mistakes to avoid

Call center executives often feel a sense of urgency to improve agent productivity.  But in the rush to improve, some...

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By tdye
in Workforce Infrastructure
on Aug 20, 2013

7 Steps to Stop the #1 Contact Center Problem

Jim Rembach, chief spokesman for Customer Relationship Metrics, will be joining Intradiem’s Director of Customer Success, Nita Pennardt to discuss...

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By tdye
in Training / Coaching
on Aug 15, 2013

How Convergys Improved Training Compliance

Michael Bathon, VP of GTS Solutions Management at Convergys discusses how his organization utilizes intraday management technology to drive profits...

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By tdye
in Workforce Infrastructure
on Aug 1, 2013

3 Steps for Turning Around Morale

Molly Fast, Associate Director, National Sales & Service for Event 360, Inc. shared how she pushed agent morale to the...

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By tdye
in Workforce Infrastructure
on Jul 2, 2013

Do your agents have the right skill sets for online channels?

There’s no denying customers’ growing preference for online channels. But do your agents have the right skills for integrating online...

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