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Author: John Englund

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 Feb 16, 2022

Intelligent Automation Boosts Global Media Group’s Customer Service

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

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By John Englund
in Agent Engagement
on Feb 7, 2022

Intradiem Delivers 342% ROI

A Total Economic Impact™ (TEI) study, conducted on behalf of Intradiem by Forrester Consulting, found that Intradiem’s AI-powered intelligent automation...

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By John Englund
in Blog
on Jan 12, 2022

Servant’s Hearts Beat Strong in 2021

2021 was a challenging year, as countless individuals and families battled to maintain their health and livelihoods through a second...

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By John Englund
in Blog
on Oct 27, 2021

Back-Office Challenges Have Front-Office Solutions

In recent years, large organizations have been turning to Artificial Intelligence (AI) and AI-driven automation to overcome stubborn challenges at...

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By John Englund
in Best Practices / Metrics
on Oct 26, 2021

Solving Workforce Planning Challenges with Intelligent Automation

Constant competitive pressure means that most companies are either engaged in or planning a business transformation program at any given...

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By John Englund
in Blog
on Oct 12, 2021

Community Service Month Highlights Giving

Community service is at the heart of Intradiem’s identity. The company’s “people first” approach prioritizes the needs of employees and...

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By John Englund
in Agent Engagement
on Sep 23, 2021

Why Focus on People in the Age of Automation?

Technological innovation has transformed the way companies do business, but transformation has not been spread evenly across organizations. For example,...

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