Read about how Intradiem's Intraday Automation solutions are revolutionizing frontline workforces and workforce optimization and helping customer-centric organizations realize the vision of real-time service.
The desire to maximize profitability is driving a new contact center model: the blended contact center. But for this business model to succeed, operators need to work efficiently, or the scales tip quickly back to losing money.
Intradiem develops its own software for contact centers that help managers improve their frontline operations. Now the company's flagship product, the Intraday Automation suite, is gaining a mobile application to provide real-time information while managers are away from their desks.
Companies use technology to connect with their customers, but also to drive efficiencies for finding the innovative ways to align with customer needs. Customer service and contact center leaders can build a world-class organization by understanding global workforce trends and equipping agents with the right tools and strategies for feeling empowered in their workday. Here are four key planning strategies to keep in mind.
While many contact center tasks can be automated or self-directed, companies focused on exceeding customer expectations recognize the need for a customer-centric frontline workforce and the value of human-to-human interactions.
The perception that a contact center job is monotonous and involves performing the same tasks day after day can deter potential candidates (especially millennials) who may be a great fit for the brand or business. And it may seem that implementing automation technology in the contact center only adds to the notion of a robotic, impersonal agent. But in actuality, automation technology can make these positions more desirable and also keep existing employees satisfied by combating the repetitive nature of the work.
According to Deloitte, 74% of companies cited cost reduction as a top priority for 2017. This translates to budget cuts for contact centres,and a heavy burden for WFM and operations leaders. When British Gas had to address this challenge, they turned to intraday automation to meet service level despite the growing complexities of the contact centre environment. In this webinar, Maxene Squire, Real Time Delivery & Resource Optimisation Manager for British Gas, shares what she learned and accomplished with advanced intraday automation.
A company’s frontline workforce can often make or break an organization, so you must be prepared and ready to respond. Fortunately for contact center leaders, new technology solutions enable contact centers to unify siloed tools and operations, leveraging data to trigger real-time workforce adjustments throughout the day for positive results on cost, productivity, agent engagement and customer experience.
Harte Hanks’ Ben Chacko discusses key takeaways from Call Center Week 2015, including his presentation with Intradiem on how Intraday Automation has helped Harte Hanks drive contact center efficiency, smarter interactions and better customer experience.
Contact centers remain a make-or-break customer experience touch point that has largely gone unchanged. The problem is that they lack the tools to effectively turn the data into real-time actions.
The Apple Watch prelaunch shows how companies driven by different motivations are evolving to push consumers to other channels. Doing this effectively requires workforce automation solutions that can better manage huge amounts of data and a frontline workforce that's prepared to respond in real-time.
Too often business unit leaders aren't making the connection between the level of customer service the contact center provides and revenue growth. Intraday automation modernizes contact center operations, triggering a host of real-time workforce adjustments in response to changing conditions.
Too many enterprises still hold on to outdated business practices to the detriment of operators’ productivity and levels of job satisfaction. The typical frontline is understaffed, undertrained and too reactive. Dispelling these three myths will result in a more efficient and cost-effective frontline that must be an integral part of any marketing campaign
It simply doesn’t make sense for organizations to have customer-facing employees sitting idle when customers are awaiting assistance, and with Intraday Automation solutions, they don’t have to.
In today's customer-centric market, companies need to leverage new technology to develop and coach agents and do more than just fill contact center seats. When organizations gain momentum in this practice, they're one step closer to creating an agile front-line workforce equipped to deliver a dramatically more consistent customer experience.
At Argyle Executive Forum’s recent 2015 Customer Care Leadership Forum in Dallas, Intradiem’s Matt McConnell and Harte Hanks’ Ben Chacko provided insight into how employees impact customer experience and how customer service automation tools help an organization improve its customer interactions.
It’s hard to find good contact center agents – and even harder to keep them. Preventing attrition starts with understanding why agents leave and then taking action and implementing solutions like Intraday Automation to overcome the barriers to keeping your agents motivated and on board.
What's the #1 way a company could improve customer service? Great question, right? OneReach wondered, too, posing the question to 63 industry influencers, including Intradiem CEO Matt McConnell, for their take on what companies could do to deliver exceptional customer service. In this report you'll read their very thoughtful — and insightful — answers.
Partnership looks to help companies drive ROI, work more efficiently and ensure that customers are satisfied with the services they are receiving.
Ask contact center executives why their incentive programs don’t succeed and most will say it’s because they simply don’t have enough time to keep them going. Without consistency in execution and follow-up, these programs eventually fizzle. In today’s busy contact center environment, where time is a scarce resource, how can executives create and execute incentive programs that help agents and coaches meet their performance goals?
CCNG has just announced upcoming March and April Customer Experience and Engagement regional events sponsored by CCNG members. The calendar includes a regional event in March, sponsored by Intradiem, and hosted by contact center leaders from Aon in Charlotte, NC.
John Wolf, CMO of Intradiem, explains Intradiem technology and its benefits.
I recently asked our employees to put a personal perspective on customer service wait times and come up with the total number of days in their lifetime that they will wait for service. The results were both dumbfounding and enlightening...
To maintain their advantage, successful contact centers must stay focused on their customers and how their agents manage customer interactions. Intraday management tools will both help their operational goals and ensure their frontline workforce is prepared to provide a consistent and outstanding experience to their savviest customers.
New tools and approaches to customer care — including real-time analytics, customer journey mapping, cognitive computing, proactive engagement, and gamification — are reshaping the customer service dynamic, empowering agents in brand-new ways that are also putting the service back in customer service.
Have you ever thought about how ridiculous it is that you and I, as paying customers, spend our time sitting on hold? If you have a real-time frontline that can adapt with the changes in your business, you can achieve that 100 percent service level and full productivity.
Along with major pain points, like the need to improve performance and quality and finding ways to maximize efficiency – among others that are still very much a part of the contact center industry, the need for better multichannel workforce management is key.
As self-service channels become more popular, contact center agents – your company’s frontline workforce – will have fewer opportunities to interact with your customers and solidify your brand. As customers are encouraged to serve themselves on low-level transactions, agents will have to make sure that when a customer does call in with a more complex issue, customer experience is preserved.
When customer service fails in a field services organization, customers can and will switch to the competition without a second thought — which is why companies need to prepare their associates to meet customer expectations, whatever the situation.
Your contact center agents’ most important job is to deliver an outstanding customer experience with every interaction. But today’s agents have more than just this to think about. While metrics are a major driving force in the contact center, can some metrics actually conflict with your center’s overall vision or even negatively impact agent morale?
CCNG announced that Intradiem, a provider of Intraday Automation solutions that capture real-time capability, is a returning CCNG partner. Together CCNG and Intradiem work toprovide valuable insight into what drives today’s dynamic contact centers and what the customer service industry needs to deliver great service.
The traditional perspective of branch banking is changing, and many traditional direct consumer interactions are being pushed to the contact center. Here are a few best practices and tools financial institutions can employ to ensure their contact center employees are properly prepared for any customer interaction.
For workforce management professionals, the ultimate goal is control over the efficiency and effectiveness of personnel, schedules and the resources that connect them. The workforce manager’s primary task is to ensure that there is always the right number of agents on the floor to maintain service levels and ensure an outstanding customer experience every time.
Managing all the incoming data to measure the customer experience and determining if your customers are well-served comes down to just three metrics: speed of response, level of accuracy and the ability to be nimble.
When it comes to an exceptional customer experience, the “must haves” are pretty simple: speed of response, accuracy of response and the correction of the response if you didn't get it right the first time. And it's your frontline workforce that holds the initial responsibility to fulfill these expectations.
With the increasingly competitive auto insurance landscape, providers that offer the lowest rates and deliver quality customer service will prevail. Frontline agents need to be ready for any type of interaction – and need to be able to proactively keep customers from leaving for the next best offer.
Engaging and motivating agents is typically the responsibility of contact center supervisors, but finding time to proactively coach agents – while juggling administrative items and fighting daily fires – is a real challenge.
Customer disservice is the level below your established service level commitments, and you're missing out on opportunities to provide extraordinary customer satisfaction if your not combating customer disservice in these five ways.
Companies like Amazon and Zappos have set the bar very high and have changed customers’ expectations forever. In today’s market, not only are you competing for customers’ business – you are competing for their hearts and minds.
As more bank services are being pushed from the branch to the contact center, this workforce plays a vital role in ensuring the customer experience lends itself to helping recoup both mind-share and wallet-share.
No industry is immune to having the occasional failed customer experience as a result of an unprepared field service workforce. The customer experience starts off on shaky ground when you ask your customers to wait for up to four hours, when they surely have other places they could be, for a field service technician to arrive.
Though technology and communication channels have changed, customers are still the same. They expect a high level of service and they want their issues handled fast, accurately, and on the first try.
Creating a work environment that will attract and retain the kind of employees that will align with your company vision is much more than just a mission statement. Rather, it's about setting your employees up for success by giving them the training, task variety and incentives they need to enjoy coming to work every day.
Contact centers must transform their agents into a real-time workforce equipped to serve customers quickly and efficiently every time, or risk losing business to a more agile competitor.
Like many companies operating call centers, The General faced the constant challenge of efficiently deploying compliance training, agent development activities, and other work-related tasks to its agents while continuing to provide the highest-quality service to its customers.
How do you create a real-time workforce that can intelligently handle anything thrown its way and get the right people, in the right place, at the right time – every time?
Intraday management mobile app provides training and other information to field technicians in advance of a service call, enabling the field rep to be more prepared and with a clearer understanding of the customer issues.
In today’s market, the ongoing customer experience a company delivers is often its only clear differentiator. Companies able to make adjustments on the fly are creating more profitable, loyal customers.
Make sure that your customer’s end-to-end journey, their customer experience, is seamless as they move from one stage of their buyer’s journey to the next. To do this, you must understand your customer ecosystem.
When leveraged effectively, social media can be a powerful customer service tool, but it requires a different workflow, a new type of agent, and a new strategy in order to be effective.
Intradiem helped Vivint use its agents effectively by pushing training resources at them at just the right time, without causing a break in service.
With the financial services market focusing on profitability and competitive positioning, contact centers are set to play a vital role in ensuring the customer experience – if they can overcome four challenges in regards to flexibility and agility.
In 2014, contact centers will continue to battle interruptions, but they need to keep things moving in the right direction. Looking ahead, they must be optimized to ensure that agents are uniformly updated on matters of policy, products and services.
Today’s consumers have multiple preferred communication channels and limited patience. Understanding which metrics will improve customer experience is a necessity – and there are really just three metrics you should care about.
Is your contact center ready for live chat? Are your agents? How do you effectively forecast and staff this new channel while maintaining service levels and keeping customers satisfied?
Great customer experience improves customer loyalty, customer referrals, the desire to purchase again and even stock price. So how can you achieve all these benefits and succeed in the age of the customer, while avoiding gaps in the customer journey?
In order to achieve what customers reall want -- speed and accuracy -- management must learn to treat their call centers like a basketball team versus a baseball team.
Intradiem helps even the most adroit managers identify and alleviate any problems related to efficiency and productivity.
This article explores the importance of social media and agents working as social advocates.
For Permanent General, training representatives is paramount to its successful customer service strategy.
CBN implemented Intradiem to improve training and performance, leading to less worries about scheduling and allowing for a renewed focus on operations.