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Category: Blog

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 Blog
on Mar 16, 2022

Call Center Occupancy: What It Is and Why It’s So Crucial For Success

If you had to make a list of some of the most valuable assets that any business has, its relationship...

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By John Englund
in Blog
on Mar 16, 2022

Achieving Digital Transformation Through Workforce Automation

To say that the last two years have been a disruption to just about every industry you can name is,...

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By John Englund
in Blog
on Feb 26, 2022

4 Tips for Call Center Schedules and Shift Bidding

Setting up the right call center shifts can be a complex, intensely manual process for any dedicated call center operation...

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By John Englund
in Blog
on Feb 18, 2022

Common Customer Service Mistakes Solved by Contact Center Software

According to one recent study, a massive 96% of all consumers say that the quality of their customer service experience...

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By John Englund
in Blog
on Feb 16, 2022

Intelligent Automation Boosts Global Media Group’s Customer Service

Competitive pressures have pushed customer service to the forefront of the struggle among businesses to stand out from the pack....

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By Matt McConnell
in Blog
on Feb 15, 2022

Mission 2022: Invest in Tech to Fortify Employees, Not Replace Them

As 2022 advances, I hope we’ll see the pandemic weaken, the economy strengthen and consumers thrive. These past two years...

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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 John Englund
in Agent Engagement
on Jan 15, 2022

Keep Agent Morale High Through AI/Automation

Historically, contact centers have been plagued by low morale and high churn among agents. Leaders have applied new tools and...

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By John Englund
in Blog
on Jan 12, 2022

Servant’s Hearts Beat Strong in 2021

2021 was a challenging year, as countless individuals and families battled to maintain their health and livelihoods through a second...

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