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Author: Lori Etheridge

By Lori Etheridge
in Agent Engagement
on Mar 22, 2019

Transform Your Call Center into a Superhero

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be....

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By Lori Etheridge
in Best Practices / Metrics
on May 10, 2017

8 Qualities to Look for in an Intraday Automation Provider

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a...

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By Lori Etheridge
in Agent Engagement
on Mar 7, 2017

Forefront Discussions Highlight Efficiency and Employee Engagement

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken...

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By Lori Etheridge
in Customer Experience
on Jan 20, 2016

Financial Services Contact Centers: Intraday Automation Puts Your Customers First

Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to...

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By Lori Etheridge
in Innovation
on Dec 28, 2015

‘Tis the Season to Put Intraday Automation to Use in the Retail Environment

The holiday shopping season has peaked and now the “return season” is in full swing, and that means it’s anything but...

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By Lori Etheridge
in Innovation
on Nov 3, 2015

Raising the Telecom Customer Experience Bar

In today’s crowded telecom market, customers have plenty of choices. As service and technology offerings have become virtually indistinguishable, the customer...

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