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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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5 Ways to Reduce Agent Attrition with Advanced Intraday Automation
June 1, 2017

5 Ways to Reduce Agent Attrition with Advanced Intraday Automation

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to rise. Keeping agents happy amidst the call center chaos can prove to be challenging for supervisors. Busy schedules mixed with the unpredictable nature of the environment leaves little time to develop, support and ensure agents feel as if they are crucial assets to the organization. The good news, however, is that changes in technology make it easier to reduce call center stresses and focus more on agent engagement and empowerment. Solutions like advanced intraday automation eliminate time-consuming, manual processes and [...]

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8 Qualities to Look for in an Intraday Automation Provider
May 11, 2017

8 Qualities to Look for in an Intraday Automation Provider

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a nice-to-have, but a need-to-have. When meeting the goals of the business, consensus among workforce management and contact center operations is apparent - The Challenge is Real and relying on the status quo is not an option. When a technology buzz becomes the real thing, providers appear out of the woodwork claiming to offer quality intraday automation solutions. It can be confusing to sort it all out and get to the truth. Bottom line, all that glitters is not gold. When [...]

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Coaching Misses and How to Fix Them (Part 1)
May 4, 2017

Coaching Misses and How to Fix Them (Part 1)

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our team members. Unfortunately coaching is sometimes done based solely on process goals rather than looking at the “moments of truth” that we create for our agents during the process. So many things we do and say (or don’t do or don’t say) affect their coaching experience. Our coaching planning and implementation of best coaching practices are both key to being most effective. There are so many opportunities for us to succeed or fail as coaches that I’ve decided a two-part [...]

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How Competitors Help Improve Your Experience
April 20, 2017

How Competitors Help Improve Your Experience

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up to date? And do they lead to action? I’ve heard many business leaders say they don’t check their competitors’ customer experiences at all! They say things like “We pay close attention to the market” or “We offer the best CX we can, so there’s no reason to.” For real. But checking competition regularly with a focus on the experiences they offer sheds light on so much more than just your organization’s place in the market. By knowing what customers expect, [...]

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