Category: Blog

16 Sep

AI Won’t Replace Call Center Agents

John Englund

There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more […]

25 Aug

Webinar Recap: Flip the Script on WFM

John Englund

“The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader […]

19 Aug

Contact Center Absenteeism: Greater Flexibility is the Cure

John Englund

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff […]

9 Aug

How Can Financial Firms Improve Post-Pandemic Customer Service?

John Englund

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

26 Jul

Intradiem Launches “Workforce Heroes” Podcast

John Englund

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

22 Jul

Webinar Recap: Humans and Technology Intersect at the Future of Customer Service

John Englund

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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