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By Jennifer Lee
in Best Practices / Metrics
on Feb 17, 2021

Do You Even Know What is Happening in Your Back Office?

Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such...

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By Intradiem
in Blog
on Feb 5, 2021

Top 5 Trends Driving the Future of Call Centers in 2021

2020 served as the inflection point for call center transformation. The shift to remote work unlocked new uses of technology...

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By Matt McConnell
in Blog
on Jan 25, 2021

Humans and Technology Intersect at the Future of Customer Service

Every few years, a new customer service channel arrives on the scene with claims that this technology will be the...

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By Jennifer Lee
in Blog
on Jan 7, 2021

How Call Centers Can Thrive by Successfully Managing the Unexpected with AI

With call center conditions constantly changing, companies must turn to artificial intelligence technology in order to optimize their operations. Call...

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By Jennifer Lee
in Cost Take Out
on Nov 30, 2020

How AI May Help with Contact Center Staffing Issues During Unexpected Times

Call centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have...

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By Matt McConnell
in Blog
on Nov 18, 2020

Podcast: Exploring the Data Disconnect Facing Contact Centers

Contact centers create enormous amounts of real-time data that could be leveraged to drive maximum levels of productivity. Yet, most...

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By Matt McConnell
in Best Practices / Metrics
on Oct 14, 2020

The Call Centers’ Missing Link Between Insights and Actions

Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that...

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By Matt McConnell
in Blog
on Sep 14, 2020

Intradiem CEO names the age-old customer service problem that’s gotten worse as agents work from home

Matt McConnell was recently talking to one of his customers, which he described as a large, well-known bank, about when...

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By Matt McConnell
in Blog
on Sep 4, 2020

What compassionate leadership during a crisis means in business

As Covid-19 continues, we're seeing devastating impacts for organizations across the city, forcing many tech leaders to make difficult decisions...

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By Matt McConnell
in Blog
on Aug 7, 2020

Exploring the Value of the Human Touch in a Global Crisis

The shift to our new reality can feel lonely for those quarantining alone or used to frequent engagement with friends...

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  • Do You Even Know What is Happening in Your Back Office?
  • Top 5 Trends Driving the Future of Call Centers in 2021
  • Humans and Technology Intersect at the Future of Customer Service
  • How Call Centers Can Thrive by Successfully Managing the Unexpected with AI
  • How AI May Help with Contact Center Staffing Issues During Unexpected Times
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