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Category: Agent Engagement

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 John Englund
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 John Englund
in Agent Engagement
on Jul 24, 2020

Support Your Home-Based Frontline with Workforce Automation

Industry leaders & analysts foresee virtual as viable model for longer term Analyst groups like Gartner and Nemertes predict that...

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By Matt McConnell
in Agent Engagement
on Jun 29, 2020

Why We Need to Stop Saying the Call Center Is Dead

We have long heard the death of the call center is near, but are these claims actually valid? Articles dating...

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By Matt McConnell
in Agent Engagement
on May 2, 2020

How We Plan to Rebuild in The Post COVID Economy | Interview with Matt McConnell

Thrive Global featured Intradiem CEO Matt McConnell in a series on How Business Leaders Plan To Rebuild In The Post...

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By Matt McConnell
in Agent Engagement
on Mar 20, 2020

Business Continuity for Your Contact Center Workforce

Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses...

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By John Englund
in Agent Engagement
on Sep 16, 2019

Three Generations of Reinventing Customer Service

Intradiem’s latest release marks the third generation of our product. What was once an on-premise training solution is now an...

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By John Englund
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 John Englund
in Agent Engagement
on Jun 26, 2019

Financial Services Leader Increases Employee Donations by 12% with Intradiem Contact Center Automation

Fortune 50 bank's innovative use of agent assisted automation drives engagement and efficiency to revitalize a longstanding charitable partnership Through...

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By John Englund
in Agent Engagement
on Apr 18, 2019

Make “Greener” Choices in the Call Center this Earth Day

Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help...

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