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Category: Workforce Infrastructure

By Intradiem
in Agent Engagement
on Jun 22, 2017

AccorHotels Global Reservation Centre Takes Home Workforce Management Practices Award for use of Intradiem to Improve their Business!

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB)...

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By Kyle Antcliff
in Innovation
on Jun 16, 2017

Advanced Intraday Automation – Getting a Seat at the Budget Table

In the prior blog article, "Why All the Fuss Over Advanced Intraday Automation," we outlined the problems addressed, what it...

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By Kyle Antcliff
in Agent Engagement
on Jun 6, 2017

Why All the Fuss Over Advanced Intraday Automation?

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced...

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By Jeannie Walters
in Best Practices / Metrics
on Apr 20, 2017

How Competitors Help Improve Your Experience

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up...

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By Jeannie Walters
in Customer Experience
on Mar 30, 2017

How Can Your Team Innovate Around the Customer Experience?

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to...

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By Lori Etheridge
in Agent Engagement
on Mar 7, 2017

Forefront Discussions Highlight Efficiency and Employee Engagement

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken...

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By Melissa Kovacevic
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 Jeannie Walters
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 Jim Tincher
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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By Melissa Kovacevic
in Customer Experience
on Dec 21, 2016

We Know If They’ve Been Good or Bad With Customers – But What Are We Doing To Inspire Change?

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or...

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