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Author: Jennifer Lee

By Jennifer Lee
in Best Practices / Metrics
on Mar 15, 2021

Guide: The Call Center Manager Reinvented

By: Jennifer Lee, Chief Strategy Officer at Intradiem The heartbeat of any customer service operation is the call center manager....

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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 Jennifer Lee
in Agent Engagement
on Dec 18, 2020

How to Prevent Remote Call Center Agent Burnout During a Crisis

This year’s rapid acceleration to remote call centers has presented some advantages for agents and managers alike: less time commuting,...

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By Jennifer Lee
in Blog
on Dec 7, 2020

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 Jennifer Lee
in Agent Engagement
on Jun 28, 2019

Improve Employee Engagement Using Call Center Technology

With some of the latest call center technology talk focused on workforce automation, Artificial Intelligence (AI), and chatbots–often eliminating the...

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By Jennifer Lee
in Best Practices / Metrics
on May 10, 2019

10 Great Customer Service Quotes

Thirty three percent of Americans say it only takes a single instance of poor service for them to consider switching...

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By Jennifer Lee
in Best Practices / Metrics
on Apr 4, 2019

Contact Center Automation: Driving CX in Utilities

Utility providers have long known that customer service plays a major role in their success, and the pressure to provide...

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By Jennifer Lee
in Agent Engagement
on Dec 21, 2018

Ring in the Holidays with Real-time Automation

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of...

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By Jennifer Lee
in Agent Engagement
on Nov 14, 2018

Winning Call Centers Empower Agents

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you...

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Recent Posts

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