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Category: Best Practices / Metrics

By Intradiem
in Best Practices / Metrics
on Apr 10, 2017

It’s Not Just Your Forecast Anymore

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But...

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By Intradiem
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...

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By Intradiem
in Agent Engagement
on Mar 16, 2017

4 Ways to Build a Culture of Customer and Company Empathy

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company...

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By Intradiem
in Best Practices / Metrics
on Feb 27, 2017

What if You Were Your Own Customer?

Day in and day out, we do our best. We do our best to serve our customers and employees and...

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By Intradiem
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...

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By Intradiem
in Best Practices / Metrics
on Feb 6, 2017

4 Ways to Boost Cx and Operational Efficiency with Intraday Automation

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your...

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By Intradiem
in Agent Engagement
on Feb 1, 2017

Thinking is Bad – So Why Are You Making Your Customers Do It?

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a...

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By Intradiem
in Best Practices / Metrics
on Jan 26, 2017

How to Make 2017 Your Best Year Yet with Intraday Automation

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes...

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By Intradiem
in Agent Engagement
on Jan 11, 2017

Investing in Employees to Emotionally Connect with Customers

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor...

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By Intradiem
in Best Practices / Metrics
on Jan 5, 2017

Don’t Market During Customer Issues

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more...

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