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A Checklist for Evaluating Your Coaches
Do you have a process that helps “coach your coaches” to make sure they are actually helping agents? Our coaching checklist provides a structured approach for evaluating coaches, planning next steps and setting time frames for crucial follow-up to ensure your contact center is continually improving. Plus learn how Intraday Automation helps to transition your agent coaching from reactive to real-time.
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Why Agents Leave: A Guide to Identifying & Taking Action on Attrition
Contact center leaders know all too well that agent attrition is a drain on personnel and operating expenses, and ultimately takes a toll on customer experience. Do agents leave because the pay isn't good enough — or something else? You might be surprised. This guide will help you understand what motivates agents to leave (hint: it’s not just pay!) and provides practical advice on dealing with the issues that cause attrition. Plus, you’ll get 5 free tools and templates to get started right away!
DOWNLOAD NOWContact Center Gamification: Let the Games Begin!
Gamification is ideal for staff-intensive environments and operating areas like contact centers and back offices, where it can be used as an agent empowerment tool to provide agents with real-time performance data that is directly tied to the key performance indicators (KPIs) that matter most to them. This paper from DMG Consulting looks at how contact centers can leverage gamification to keep their agents engaged, motivated and more knowledgable, so that they can provide better service and be more satisfied in the process.
DOWNLOAD NOWBest Practices for Managing Agents in Multichannel Contact Centers
While most companies agree that multi-channel contact center is the best way to support their customers, few are doing it right. To the majority of companies, a multi-channel contact center is an operating environment that uses different teams to support different channels. These organizations are trying to do the right thing; however, in their attempt to keep their costs low and retain time-honored practices, they are adding tremendous complexity and cost to their operating environment. This white paper defines the multi-channel contact center and addresses the people-related challenges in staffing and managing these environments.
DOWNLOAD NOWCheck out these other industry white papers...
Improving Customer Interaction in the Banking Contact Center
Online and self-service options have revolutionized branch banking and pushed many traditional direct consumer interactions to the contact center. This best-practices white paper provides tools financial institutions can use to ensure their contact center employees are properly prepared for any customer interaction.
Download NowImprove Customer Experience On-the-Go: Intraday Automation for Field Services
No industry is immune to having the occasional failed customer experience as a result of an unprepared field service workforce. Read this white paper to learn how field service organizations can deliver a better customer experience through preparedness and efficiency.
Download NowAsk the Customer Experience Experts
Every interaction your customer has with your organization – (i.e. agent calls, chats, the website and IVR process) – every touch plays into the entire customer experience. And it’s the sum of their experiences impacting your bottom line.
Download NowTurnover a New Leaf: Reduce Attrition and Improve Agent Engagement
Industry-wide, agent attrition is high, hovering around 30%. Not only is this expensive in terms of hard costs, but also opportunity costs such as customer satisfaction. Learn how to reduce attrition and increase agent engagement in your call center from industry experts.
Download NowThe Value in Naysayer Feedback: Actionable Steps to Improve Customer Experience
Get insights from two industry experts on how to successfully solicit and use feedback to improve your business — especially the negative kind.
Download NowBridging the Communications Gap Between IT and Contact Centers
DMG Consulting gives insightful advice on how to address the internal conflict between IT and contact centers and establish a common goal — providing outstanding customer experience.
DOWNLOAD NOWCoaching Agents to Impact the Customer Experience
Study after study has shown: a well-coached agent is a happier, more productive agent. And in the call center, better agents equal a better customer experience.
DOWNLOAD NOWKeeping Universal Agents Universal: Effective Time Management for the Multichannel Environment
Universal agents are in hot demand. But where do you find the time to effectively train agents so that they can handle all kinds of customer inquiries without breaking the budget or negatively effecting service levels?
DOWNLOAD NOWTop Shrinkage Offenders: What You Can Do About It
What is shrinkage, really? When your agents aren’t on the phones, exactly what are they doing? What is the effect of all of these activities on customer service? And perhaps most importantly, is there anything you can do about it?
DOWNLOAD NOWTop 3 Lies in the Call Center
Three untruths prevent call center management from recognizing the true potential of agent idle time. Read this paper to learn how to fill time between customer interactions and increase productivity.
DOWNLOAD NOWGaining a Competitive Advantage for Business Process Outsourcers
Discover how Intradiem’s BPO clients outperform competitors in many quantifiable ways apparent to their clients and, in turn, increase the ability to earn additional, higher margin call volume and improve profitability.
DOWNLOAD NOWContact Center Executive Roundtables: How Contact Centers Will Leverage Innovation to Create Great Agents and Outstanding Customer Experiences
Intradiem shares the feedback from its exclusive executive roundtables, which discussed how contact centers can better leverage innovation to create great customers experiences and great agents.
DOWNLOAD NOWUsing Agent Idle Time to Improve Enterprise Performance and Profitability
DMG Consulting delves into the use of workflow and analytics-enabled applications to improve the productivity, effectiveness and overall performance of enterprise organizations.
DOWNLOAD NOWThe Power of Real-Time Delivery: Using Agent Idle Time to Improve Service
Make the most of idle time in your call center. The white paper from DMG Consulting explores using real-time delivery in the call center to: bolster service quality, increase agent satisfaction and reduce agent-related costs.
DOWNLOAD NOWSocial and Informal Learning: Finding Active Wait Time for Agents to Complete Social Learning
As social media continues to gain popularity, more companies are adopting social learning platforms where employees can share their knowledge, skills and experience with their peers. The result is more informed and productive agents, better overall customer service, and improved company culture. Read this white paper to learn more about social learning and how to find the time to make it work.
DOWNLOAD NOWContact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand
Read this paper to learn how to build a winning coaching program, select the right mix of coaching techniques, and measure the effectiveness of the coaching program.
DOWNLOAD NOWContact Center Best Practices: Using Training to Achieve Enterprise Goals
When the contact center has to execute on enterprise goals, training is a critical, but it's often a short-changed management tool. Read this paper to avoid making costly mistakes.
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