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Category: Workforce Infrastructure

By Intradiem
in Workforce Infrastructure
on Apr 23, 2012

What Makes a Millennial Contact Center Agent Tick?

The latest generation entering the workforce brings a new energy to the contact center, which also brings new challenges to...

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By Intradiem
in Workforce Infrastructure
on Apr 5, 2012

Call center agents are social too: how social learning improves performance

Facebook and Twitter have become part of the American’s everyday vernacular. We spend countless hours watching videos on YouTube, e-mailing...

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By Intradiem
in Workforce Infrastructure
on Mar 19, 2012

Don’t Look Now, but Your NPS is Showing…

Fred Reichheld of Bain & Company introduced the idea of the “net promoter score” in 2003 in an article he...

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By Intradiem
in Workforce Infrastructure
on Mar 5, 2012

What’s On Your Dash?

Everyone wants to believe that the time they spend at work is meaningful, productive and ultimately important to the company’s...

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By Intradiem
in Workforce Infrastructure
on Feb 20, 2012

Top 10 Reasons Most Contact Center Agents Burn Out

If you are in the call center business, you know a thing or two about turnover. There are many factors...

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By Intradiem
in Workforce Infrastructure
on Feb 7, 2012

Two Minutes is Not a Break

When you’re meeting with someone for coffee and your friend is two minutes late – what do you do? Become...

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By Intradiem
in Workforce Infrastructure
on Oct 10, 2011

If You Shed Legacy Industry Practices – What Could you Become? Part 1

There are many practices in the running of our operations that are legacy practices. The “beloved companies” stand out because...

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