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Transform Your Call Center into a Superhero
March 22, 2019

Transform Your Call Center into a Superhero

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be. It’s wreaking havoc on your customers, your agents and the business. Who is this villain? It goes by the name of Status Quo and it lurks in the shadows delivering mayhem. You see it every day. It’s ruthless in delivering chaos that takes down agent training. It thrives on agent call fatigue and laughs at the idea of work-life balance. It bullies workforce management every day and doesn’t rest until every real-time analyst or planner is taken down [...]

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Spring Cleaning Time for Call Centers
March 20, 2019

Spring Cleaning Time for Call Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in some new ideas. In order to do this we need to avoid getting stuck in the “we’ve always done it this way” mentality. Even large centers that pride themselves on innovation and efficiency often find that some burdensome processes and procedures fall through the cracks or are put on the back burner over and over again to never see the light of day. It’s easy to have this happen when we are fighting fires everyday [...]

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Intradiem's Continuous Focus on IT Security
February 19, 2019

Intradiem's Continuous Focus on IT Security

Digital transformation is here, and while it leads to increases in efficiency, productivity and revenue, it also poses potential risk when it comes to data security. Did you know that 46% of U.S. businesses experienced a data breach in the past year, according to the 2018 Thales Data Threat Report? In today's world where customers view privacy as top priority, it’s crucial that companies have the proper security measures in place. Given the importance of IT security, the Intradiem team has focused on continued development of security best practices and controls [...]

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Show Your Agents You Care this Valentine's Day
February 13, 2019

Show Your Agents You Care this Valentine's Day

With Valentine’s Day upon us, what better time to show agents your care? This “Hallmark” holiday is for more than just giving out boxes of chocolates. It’s the perfect chance to acknowledge your staff for their dedication and hard work. See how automation makes it easy to give your agents the recognition they deserve. And, you can use these tips for Valentine's Day and beyond! Secret Admirer Being a call center agent is not easy. When call volume is low, reward your employees with a surprise break using Robotic Process Automation (RPA). With RPA, you can deliver notifications to agents’ [...]

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3 Ways to Improve Adherence in the Contact Center
February 8, 2019

3 Ways to Improve Adherence in the Contact Center

When agents don’t (or can’t) adhere to their schedule, the WFM team must manage these exceptions manually. Some companies tolerate a certain percentage of non-compliance as a cost of doing business while other companies rely on supervisors to coach agents on the importance of adherence. Today, you can leverage automation to improve adherence, drive compliance and positively impact the bottom line. With Contact Center RPA in their hands, workforce management [...]

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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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