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Category: Agent Engagement

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 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 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 Intradiem
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 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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By John Englund
in Agent Engagement
on Sep 16, 2021

AI Won’t Replace Call Center Agents

There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more...

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By John Englund
in Agent Engagement
on Aug 25, 2021

Webinar Recap: Flip the Script on WFM

“The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader...

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By John Englund
in Agent Engagement
on Aug 19, 2021

Contact Center Absenteeism: Greater Flexibility is the Cure

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff...

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By John Englund
in Agent Engagement
on Jul 22, 2021

Webinar Recap: Humans and Technology Intersect at the Future of Customer Service

Many have claimed the coronavirus pandemic would usher in the death of the call center. But non-voice channels like email,...

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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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