Category: Best Practices / Metrics

16 Mar

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

Intradiem

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

15 Mar

Guide: The Call Center Manager Reinvented

Jennifer Lee

By: Jennifer Lee, Chief Strategy Officer at Intradiem The heartbeat of any customer service operation is the call center manager. […]

17 Feb

Do You Even Know What is Happening in Your Back Office?

Jennifer Lee

Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such […]

14 Oct

The Call Centers’ Missing Link Between Insights and Actions

Matt McConnell

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

20 Mar

Business Continuity for Your Contact Center Workforce

Matt McConnell

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

28 Jun

Improve Employee Engagement Using Call Center Technology

Jennifer Lee

With some of the latest call center technology talk focused on Robotic Process Automation (RPA), Artificial Intelligence (AI), and chatbots–often eliminating the need for human agents–it might seem strange to think about automation and employee engagement going hand in hand.

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