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Category: Best Practices / Metrics

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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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 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 Adrienne Sallerson
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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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 Melissa Kovacevic
in Best Practices / Metrics
on Mar 20, 2019

Spring Cleaning Time for Call Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in...

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