Intradiem
Knowlagent is now Intradiem. Learn more about our new brand here.
  • Improve productivity and performance

    Use idle time to create half a day a month to invest in performance, improving key metrics like FCR, AHT, sales, and customer satisfaction.

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  • React quickly to staffing variances

    - Protect the customer experience by offering voluntary overtime when understaffed.
    - Reduce labor costs with better execution of voluntary time-off when overstaffed.

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  • Optimize queues for customer experience


    - Balance capacity across channels.
    - Re-skill agents based on training or performance.

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  • Become more proactive

    Receive alerts and notifications on critical issues. Notify supervisors, WFM or any group of pending issues.

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Vivint

Watch Tim Izatt explain how Intradiem makes Vivint's agents more productive, improves agent engagement and increases quality.

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The General

Hear how The General Insurance's high-occupancy contact center increased FCR, quality results and agent satisfaction.

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Blog

Uncovering the Real Reason Your Agent Is Failing

Our quality coaches may be focusing on specific skills without truly understanding what is motivating the agent to improve or not improve. When observing center coaches in action, I find that some will ask an agent very few questions or [...]

Crawl, Walk, Then Run: 3 Training Tips to Boost Agent Performance

The cat is out of the bag. Sixty-nine percent of contact center leaders say agent training positively impacts customer satisfaction. Yet, despite its effectiveness on quality and performance results, 46 percent of the same respondents don’t train their agents frequently. [...]

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News

June 12, 2013

Intradiem and Productivity Plus Panelists named finalists in #CustomerService100 - Thought leaders recognized as influencers in customer service arena

May 30, 2013

Intradiem webinar provides insights for contact centers to overcome attrition - Practical approaches to coaching and workforce management to be discussed

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Events

Contact Center Conference & Expo 2013

CCA
November 4-7 - Phoenix, AZ

ICMI Call Center Demo & Conference 2013

Call Center Demo
October 21-23 - Atlanta, GA

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BtoB public relations and digital marketing in Atlanta