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By Intradiem
in Best Practices / Metrics
on Dec 2, 2011

Call Center Survey on Shrinkage – All Centers Have Activities that Take Agents Off the Phone. What can you do about it?

Agents have many responsibilities, but their most important job is interacting with your customers and representing your company. Unfortunately, this...

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By Intradiem
in Training / Coaching
on Nov 28, 2011

A Little Communication When It’s Not Required Goes a Long Way

All of the experts say that the cornerstone of a long and successful marriage is communication between the partners. This...

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By Intradiem
in Best Practices / Metrics
on Nov 22, 2011

Do You Trust Your Customers? Do You Trust Your Frontline?

Griffin Hospital in Connecticut grows ten times faster than any other hospital in their state – because they have decided...

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By Intradiem
in Training / Coaching
on Nov 18, 2011

Contact Center Agent Onboarding Initiatives

The contact center industry has historically been one plagued by high employee turnover. Particularly problematic (and expensive) is early agent...

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By Intradiem
in Best Practices / Metrics
on Nov 16, 2011

The Intersection of Customer Effort and First Call Resolution

Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet...

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By Intradiem
in Best Practices / Metrics
on Nov 10, 2011

What’s Your VIBE? Do You Have a Voice and Tone in Customer Interactions that Guide How You Connect with Customers? Part 2

Editor's note: This is part two of What's Your VIBE? Do You Have a Voice and Tone in Customer Interactions...

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By Intradiem
in Best Practices / Metrics
on Nov 9, 2011

What’s Your VIBE? Do You Have a Voice and Tone in Customer Interactions that Guide How You Connect with Customers? Part 1

Zappos enormous success was created by its founder who wanted the company “vibe” to include a unique personality that draws...

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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 Training / Coaching
on Nov 3, 2011

Help the Frontline Right the “Wrong” – Can your Frontline Rescue Customers? Give Customers Peace of Mind?

When an unhappy customer calls, does your frontline have “permission” to do the right thing? Learn how L.L. Bean continues...

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By Intradiem
in Corporate Culture
on Oct 31, 2011

Getting Crafty with Contact Center Staffing

Last night you were given a mandate by senior management to “do less with more” in your contact center. You...

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