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Category: Innovation

By Intradiem
in Innovation
on Jul 12, 2012

Top 6 Trends in Contact Center Workforce Management Solutions

The workforce management (WFM) market has awakened and is attracting replacements and new sales at rates never seen before. Interest...

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By Intradiem
in Innovation
on May 29, 2012

The Workforce Management Overstaffing Problem

In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact...

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By Intradiem
in Innovation
on May 22, 2012

Do Your Contact Center Agents Have What They Need To Succeed?

In our experience working with leading call center executives around the world, we've found that most share one thing in...

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By Intradiem
in Corporate Culture
on May 1, 2012

Changing the Paradigm: Using Workforce Management to Improve Agent Satisfaction

For many years, contact center workforce management (WFM) solutions have been used to optimize agent schedules and productivity. These solutions...

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By Intradiem
in Innovation
on Jan 17, 2012

Can Everyone “Jump” a Fence to Serve a Customer

The silos often get in the way when we are serving customers. Customers are triaged, put on hold or passed...

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By Intradiem
in Innovation
on Dec 16, 2011

Is Yours An IVR…or An IVRn’t?

No contact center technology is more notorious than interactive voice response or IVR. This three-letter acronym more often than not...

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By Intradiem
in Best Practices / Metrics
on Dec 7, 2011

Join us for our next Webinar: “The Big 5: Overcome Top Call Center Challenges in 2012”

In October, I covered results from the 2011 Contact Center Productivity Survey. As we’re wrapping up 2011 and looking to...

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By Intradiem
in Innovation
on Nov 7, 2011

Employee Buy-in is Critical to Driving New Technology Adoption

Technology is a great and wonderful thing. The best thing about technology is that it frees up humans to do...

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By Intradiem
in Best Practices / Metrics
on Oct 24, 2011

Survey Results Uncover the ‘Dark Matter’ of Contact Center Performance and Productivity – Part 1

We recently partnered with Unisphere Research on a project to help shed light on the state of call center productivity....

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By Intradiem
in Best Practices / Metrics
on Sep 30, 2011

Welcome to the Productivity Plus Blog

What is Productivity Plus? It’s a type of short-hand that epitomizes the balancing act you have to do on a...

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