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Category: Agent Engagement

By Kyle Antcliff
in Agent Engagement
on Feb 8, 2019

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...

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By Jennifer Lee
in Agent Engagement
on Dec 21, 2018

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...

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By Anise Mastin
in Agent Engagement
on Dec 3, 2018

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...

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By Jennifer Lee
in Agent Engagement
on Nov 14, 2018

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...

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By Jennifer Lee
in Agent Engagement
on Oct 11, 2018

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...

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By Adrienne Sallerson
in Agent Engagement
on Oct 3, 2018

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...

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By Jennifer Lee
in Agent Engagement
on Sep 6, 2018

Customer Contact Centers Cut Costs with Automation

In this edition of our customer contact center community stories, we’re diving into the variety of ways Intradiem customers are...

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By Jennifer Lee
in Agent Engagement
on Jul 26, 2018

Customer Community Continues to Create New Value through Innovative Use Cases

In this edition of our Customer Use Case Story Round-up, we're looking at the innovative ways customers are achieving their...

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By Melissa Kovacevic
in Agent Engagement
on Dec 4, 2017

3 Ways to Help Agents Self-Coach

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most...

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By Melissa Kovacevic
in Agent Engagement
on Aug 31, 2017

Are You Showing Sincere Agent Appreciation?

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they...

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