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Category: Customer Experience

By John Englund
in Agent Engagement
on Nov 23, 2022

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...

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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 Sep 16, 2021

AI Won’t Replace Call Center Agents

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

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By Matt McConnell
in Blog
on Jan 25, 2021

Humans and Technology Intersect at the Future of Customer Service

Every few years, a new customer service channel arrives on the scene with claims that this technology will be the...

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By Matt McConnell
in Blog
on Aug 7, 2020

Exploring the Value of the Human Touch in a Global Crisis

The shift to our new reality can feel lonely for those quarantining alone or used to frequent engagement with friends...

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By Matt McConnell
in Agent Engagement
on Jun 29, 2020

Why We Need to Stop Saying the Call Center Is Dead

We have long heard the death of the call center is near, but are these claims actually valid? Articles dating...

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By John Englund
in Blog
on May 21, 2020

Exploring the Value of the Human Touch in a Global Crisis

By: Matt McConnell  The shift to our new reality can feel lonely for those quarantining alone or used to frequent engagement with...

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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 John Englund
in Agent Engagement
on Sep 16, 2019

Three Generations of Reinventing Customer Service

Intradiem’s latest release marks the third generation of our product. What was once an on-premise training solution is now an...

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By John Englund
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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