Category: Best Practices / Metrics

3 Oct

How to Boost Agent Morale with Real-Time Automation

Adrienne Sallerson

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly […]

6 Sep

Customer Contact Centers Cut Costs with Automation

Jennifer Lee

In this edition of our customer contact center community stories, we’re diving into the variety of ways Intradiem customers are […]

4 Dec

3 Ways to Help Agents Self-Coach

Melissa Kovacevic

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]

2 Nov

Are You Using Customer Feedback to Improve Processes?

Melissa Kovacevic

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is […]

17 Oct

Fear of Coaching

Melissa Kovacevic

I love working with new coaches and helping them to become the best they can be. Most are very excited […]

29 Sep

Reduce Call Center Costs: Automation Outranks Alternatives

Kyle Antcliff

Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]