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Category: Best Practices / Metrics

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 Best Practices / Metrics
on Oct 26, 2021

Solving Workforce Planning Challenges with Intelligent Automation

Constant competitive pressure means that most companies are either engaged in or planning a business transformation program at any given...

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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 Best Practices / Metrics
on Aug 9, 2021

How Can Financial Firms Improve Post-Pandemic Customer Service?

Financial firms generate profits by borrowing short-term cash cheaply and lending or investing it for higher, long-term returns. A steeper...

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By John Englund
in Best Practices / Metrics
on Jul 26, 2021

Intradiem Launches “Workforce Heroes” Podcast

Intradiem recently launched “Forefront of Automation: Workforce Heroes,” a new podcast series on the challenges and success stories of contact...

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By Jennifer Lee
in Best Practices / Metrics
on Apr 26, 2021

How to Keep Your Remote Agents Engaged

In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress...

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By Intradiem
in Best Practices / Metrics
on Mar 16, 2021

2021 to Back Office: “Complete the Customer Service Revolution!”

The pandemic has forced companies across the business spectrum to experiment with new ways of working. It’s also confirmed the...

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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 Matt McConnell
in Best Practices / Metrics
on Oct 14, 2020

The Call Centers’ Missing Link Between Insights and Actions

Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that...

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