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Author: John Englund

By John Englund
in Blog
on Mar 16, 2022

Achieving Digital Transformation Through Workforce Automation

To say that the last two years have been a disruption to just about every industry you can name is,...

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By John Englund
in Blog
on Feb 26, 2022

4 Tips for Call Center Schedules and Shift Bidding

Setting up the right call center shifts can be a complex, intensely manual process for any dedicated call center operation...

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By John Englund
in Blog
on Feb 18, 2022

Common Customer Service Mistakes Solved by Contact Center Software

According to one recent study, a massive 96% of all consumers say that the quality of their customer service experience...

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By John Englund
in Efficiency
on Feb 18, 2022

Introduction to Call Center Forecasting

When it comes to the effective use of a call center, proactive planning is key. It's not enough to simply...

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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 Agent Engagement
on Jan 15, 2022

Keep Agent Morale High Through AI/Automation

Historically, contact centers have been plagued by low morale and high churn among agents. Leaders have applied new tools and...

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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 Agent Engagement
on Jan 3, 2022

How the IoT Affects Call Centers

The Internet of Things, also commonly referred to as the IoT for short, is a concept that involves a network...

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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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