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Author: John Englund

By John Englund
in Agent Engagement
on Nov 23, 2022

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...

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By John Englund
in Best Practices / Metrics
on Nov 4, 2022

Contact Center Customer Service Metrics That Matter

The customer service metrics that matter most to a contact center depend on the organization's specific goals and objectives. However,...

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By John Englund
in Blog
on Oct 12, 2022

Management Tips: Contact Center Operational Efficiency

Operational efficiency is essential for any business, but it is especially important in the contact center. There are a number...

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By John Englund
in Blog
on Aug 24, 2022

WFM Software vs. Intelligent Automation

The modern workplace is a constantly evolving landscape. The tools and technologies employees use to do their jobs are changing...

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By John Englund
in Blog
on Jul 29, 2022

What is Contact Center as a Service (CCaaS)?

Contact Center as a Services (CCaaS) is a cloud-based customer contact center solution that allows businesses to manage customer interactions...

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By John Englund
in Blog
on Jun 22, 2022

How Intelligent Automation Promotes Call Center Success

Intelligent automation is driving successful contact center operations by boosting the performance and engagement of frontline agents—whether remote or in-center—and...

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By John Englund
in Agent Engagement
on Apr 26, 2022

Aligning Agents, Automation and AI

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

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By John Englund
in Blog
on Mar 25, 2022

AI at the Crossroads of Industry and Academia

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

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By John Englund
in Agent Engagement
on Mar 21, 2022

Great Customer Service Requires Engaged Agents

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

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By John Englund
in Blog
on Mar 16, 2022

Call Center Occupancy: What It Is and Why It’s So Crucial For Success

If you had to make a list of some of the most valuable assets that any business has, its relationship...

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  • Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?
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