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A Rose By Any Other Name... Agent Word Choices
August 17, 2017

A Rose By Any Other Name... Agent Word Choices

When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following correct procedures and engaging with our customers. One skill that can be overlooked is word choice, in other words the words and phrases that an agent uses either in writing or when speaking with customers. It’s important that our agents understand the impact of their word choices on customer satisfaction and engagement. When our communication is done in written form or verbal without visual body language to enhance or confirm what we are trying to say, how the customer actually [...]

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More Coaching Misses and How to Fix Them (Part 2)
August 8, 2017

More Coaching Misses and How to Fix Them (Part 2)

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities. Here are some more ideas for your consideration: Avoid talking about other agents and their skill problems Your agents don’t really care how coworker “Mary” struggles with the same skill issue or that coworker “Joe” is a natural at giving empathy. They are merely being polite when they nod their head in agreement as you talk about them. Plus Mary and Joe may not appreciate you sharing their coaching information with a coworker. Our agents want the discussion to be [...]

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Why the Contact Center Community is Achieving Unprecedented Levels of Success with Intradiem
July 20, 2017

Why the Contact Center Community is Achieving Unprecedented Levels of Success with Intradiem

Advanced intraday automation has reached critical mass and is quickly becoming a ‘must have’ platform for enterprise contact centers focused on improving customer experience and agent performance while reducing cost. Want proof? The value that centers at Sprint, Rogers, Pacific Gas & Electric, and others are realizing continues to increase. This community of innovators is growing, and Intradiem is proud to be a part of it. It’s powerful, valuable, and fun! [. . .]

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An Idle Millennial = An Unhappy Millennial
July 13, 2017

An Idle Millennial = An Unhappy Millennial

Remember when ‘chat’ meant talking face to face? Baby Boomers and Gen X’ers likely remember those days, which included eye contact and facial cues. But now the Millennials are ‘large and in charge.’ ‘Chat’ is a whole other animal, and it is one of reasons why seeing an idle Millennial is rare. In fact, their way of interacting adds to the multifaceted environment that exists within contact centers worldwide. [...]

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AccorHotels Global Reservation Centre Takes Home Workforce Management Practices Award for use of Intradiem to Improve their Business!
June 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) Workforce Management Practices Award for their use of Intradiem to deliver business improvements across both the customer and employee experiences. AccorHotels accomplished these improvements through their use of a platform created and provided by Intradiem. [...]

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Advanced Intraday Automation - Getting a Seat at the Budget Table
June 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 is, why it’s growing so quickly and the value centers and their managers are realizing. This time around we will provide a practical guide to creating a business case for the advanced intraday automation solution. […]

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Why All the Fuss Over Advanced Intraday Automation?
June 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 intraday automation. This summary aims to provide a quick primer on the ins and outs of advanced intraday automation, including the problems it addresses, what it is, why it’s growing so quickly and the value centers are realizing. [...]

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