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Category: Workforce Infrastructure

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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By Intradiem
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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By Intradiem
in Best Practices / Metrics
on Dec 1, 2016

3 Ways to Improve Cx by Seeking the Outside-In Viewpoint

Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective...

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By Intradiem
in Best Practices / Metrics
on Nov 17, 2016

3 Challenges to Improve CX from the Inside Out

There are ways to change the experience for your customers and employees alike for the better. There are even plenty...

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By Intradiem
in Agent Engagement
on Nov 2, 2016

Don’t Forget to Map the Employee Journey

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we...

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By Intradiem
in Innovation
on Oct 31, 2016

Workforce Management Moves to the Forefront

I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact...

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By Intradiem
in Best Practices / Metrics
on Oct 25, 2016

Help Your B2B Clients, Help Yourself

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients....

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By Intradiem
in Best Practices / Metrics
on Oct 13, 2016

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand...

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By Intradiem
in Agent Engagement
on Sep 29, 2016

Proactive New Hire Training and Coaching = Engaged Agents

We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development...

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By Intradiem
in Best Practices / Metrics
on Sep 23, 2016

Are You Viewing the Experience Through the Lens of the Customer?

Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things...

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