Archive Author: John Englund

Archive Author: John Englund

1 Jun

WFM Labs | A New Approach to Contact Center Workforce Management

John Englund

On a typical day in a typical contact center operation—whether in support of a bank or a healthcare provider, an […]

21 Mar

Reinventing Customer Service for Everyone

John Englund

Intradiem’s Forefront Executive Council (FEC) gathered recently in Scottsdale, Arizona, for discussions on how companies across the business landscape are […]

26 Apr

Aligning Agents, Automation and AI

John Englund

The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres. […]

25 Mar

AI at the Crossroads of Industry and Academia

John Englund

Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning […]

21 Mar

Great Customer Service Requires Engaged Agents

John Englund

Maya Angelou said that “people will forget what you said… and what you did… but not how you made them […]

16 Feb

Intelligent Automation Boosts Global Media Group’s Customer Service

John Englund

Competitive pressures have pushed customer service to the forefront of the struggle among businesses to stand out from the pack. […]

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