Real-Time Frontline Blog

Featured Blog Articles

Ring in the Holidays with Real-time Automation
December 21, 2018

Ring in the Holidays with Real-time Automation

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of year turn can quickly turn even the most thoughtfully planned and forecasted day awry. Unexpected spikes in volume can leave your team fighting fires to keep up. How do you possibly prepare? Real-time automation streamlines operations to help transition from reactive to proactive, maintaining service levels and improving both the agent and customer experience. Instead of relying on manual, tedious tasks associated with intraday staffing adjustments to keep things afloat, management processes are completely automated...

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One Billion Actions Transforms Global Call Centers
December 5, 2018

One Billion Actions Transforms Global Call Centers

Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from manually reactive to strategically proactive in the blink of an eye. For many global call centers, this transformation has become a reality. Based on the unique needs of each center, real-time automation performs one billion automated actions enabling improvements in customer experience, agent productivity and efficiency while yielding massive cost reduction benefits. This call center transformation should not remain as a secret for just a few. We live in a dynamic world where data is today’s business currency and that [...]

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Winning Call Centers Empower Agents
November 14, 2018

Winning Call Centers Empower Agents

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you make your agents a priority without impacting service levels? Real-time automation delivers a simplified approach to engage and empower your agents while sustaining a competitive advantage. Intradiem recently passed a significant threshold to deliver one billion automated actions per year. The value to our customers is like gaining one billion assistants, enabling them to exceed objectives for training, staffing and productivity goals. Here are a few examples of how Intradiem customers at leading organizations are winning with real-time automation [...]

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Five Tactics to Delivering Superior Tech Support
November 7, 2018

Five Tactics to Delivering Superior Tech Support

What if you could provide call center directors with one billion assistants at their fingertips? Real-time automation does just that. It’s a mission critical technology that yields massive productivity improvements and cost savings. As a senior leader of a support team, it’s vital that I guide my team on the best ways to resolve issues while meeting customer expectations. It’s in our hands to ensure that our product runs smoothly and that if any issues arise, all are handled quickly and tactfully. Due to my 15 years of experience, I’ve put together five proven tactics for delivering superior tech support [...]

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Customer Success: Cost Reduction with Automation
October 11, 2018

Customer Success: Cost Reduction with Automation

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For our customers, this means significant cost reduction. A leading telecom provider needed a way to improve agent performance. Providing training quickly and easily was difficult for the WFM team due to manual processes. Using real-time automation, the organization now delivers targeted training to agent desktops during available time. The WFM team no longer manually schedules and reschedules [...]

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How to Boost Agent Morale with Real-Time Automation
October 3, 2018

How to Boost Agent Morale with Real-Time Automation

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly are the voice of your company. Are you recognizing and celebrating their achievements? Many companies recognize their agents in a variety of ways during Customer Service Week. A recent Forbes article suggested some ideas such as serving your staff breakfast or lunch and hosting a fun theme day where employees dress up. Another great idea is to let the executives and agents swap roles for a short period of time. This serves as a great reminder of the value of [...]

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WFM Tips Featuring Maxene Squire [Webinar Preview]
September 11, 2018

WFM Tips Featuring Maxene Squire [Webinar Preview]

Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the customer experience? Keeping up with demands is no easy task, especially when you're relying on time-consuming manual processes to get you to the finish line. Join your workforce management peers, Maxene Squire and Harper Flores, as they share their unique experiences in the center and how they conquered complexity...

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