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Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers

Posted on February 4, 2021

Introducing the Intermedia Business Innovators series – where Intermedia honors business leaders who are improving customer care, employee engagement, and business operations through innovative thinking and decisive action. Hear the stories from the business innovators first-hand.

9 Onboarding Tips for Contact Center Agents

Posted on July 6, 2021

A strong onboarding program is essential for any business. It sets up employees for success and can support retention. This is especially true for contact center agents. Whether onboarding […]

Is Your Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume

Posted on February 22, 2021

Peak volume doesn’t have to be elusive for contact center supervisors. By understanding when it happens, you can ensure that you always have appropriate staffing. To best determine when peak volume is for your contact center, you’ll want to pay attention to specific metrics. Learning from your data will help you staff efficiently and improve customer experiences.

Video Conferencing: The Complete Guide

Posted on February 9, 2021

In 2020, businesses and individual users downloaded video conferencing apps in record numbers – in March alone, there were 62 million downloads. Video conferencing replaced in-person meetings during the pandemic, and it will continue to serve as a vital tool in the new normal. Has your organization adopted a platform that lives up to expectations for security, functionality, and usability? Use this guide to video conferencing to decide what features and benefits you want from your technology.

Intermedia Debuts Easy-IVR: An Intuitive, Simple Way to Optimize Customer Interactions

Posted on November 18, 2020

Interactive Voice Response (IVR) systems are critical to every contact center. Anyone that’s ever called customer support knows the drill. They can be very helpful tools for customers, providing quick answers to questions or getting them to the right agent. On the backend, they are extremely valuable to contact center operations for routing and enabling self-service.

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Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers

Posted on October 1, 2020

Every business wants to be responsive to customer needs. Today’s customers now engage providers in various channels, and being able to track, monitor, and address these interactions is paramount to customer satisfaction. CMLS Financial, Canada’s largest, independently-owned mortgage company, shared their story with us about leveraging cloud-based contact center software to serve customers better.

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Nonprofit Credit Counseling Service Switches to a Hosted Contact Center Solution to Better Support Its Clients

Posted on July 22, 2020

Credit Canada’s Keith Emery shares the journey of his nonprofit credit counseling service and its successful transition to a hosted contact center solution.

Tracking Contact Center Performance Without Missing a Beat: How to Monitor KPIs When the Team is Working Remote

Posted on May 26, 2020

Contact center managers regularly monitor their teams to ensure the utmost productivity in delivering fast issue resolution for customers with a friendly, approach. But what happens when the team, who may typically sit in the same office environment, suddenly becomes 100% work from home.

Is Your Remote Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume

Posted on May 19, 2020

To ensure your remote contact center is able to handle peak volume times, you need to always have the right number of agents ready to answer calls. Adequate staffing is essential for providing callers the best possible customer experience. You also don’t want to make the mistake of overscheduling and wasting resources. So, what metrics should you look at to understand peak call volume?

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Your Phone is Now Your Front Door

Posted on May 13, 2020

For many companies, in as little a few days, business models shifted from tried and true operations to everything happening over the phone. We are all in uncharted ground, where distancing has become the prime directive and in-person interactions are by necessity curtailed. Phone call volume has soared to unprecedented levels, resulting in widespread busy signals, and the demand seems unlikely to abate any time soon.

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How the Second Largest Healthcare Municipality in the U.S. Scaled Their Patient Communications to Battle the COVID-19 Pandemic

Posted on April 2, 2020

Many healthcare institutions are faced with a sudden and dramatic increase in patients without the help of additional resources. They have the same number of doctors and nurses on staff but are now dealing with hundreds of thousands of inquiries due to the pandemic. So how do you streamline your operations to handle this increase, all while enabling remote care teams to provide telehealth services? L.A. County Department of Health Services faced this very scenario and knew they had to scale their contact center fast in order to meet demand.