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Category: Innovation

By John Englund
in Agent Engagement
on Apr 26, 2022

Aligning Agents, Automation and AI

The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres....

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By John Englund
in Blog
on Mar 25, 2022

AI at the Crossroads of Industry and Academia

Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning...

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By Intradiem
in Blog
on Oct 27, 2021

How Your Company Can Benefit From Contact Center Software

Contact centers provide essential customer service, and efficiency is key to running a successful one. Whether addressing upset customers’ concerns...

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By Matt McConnell
in Blog
on Oct 5, 2021

Foster Innovation by Prioritizing People

I created Intradiem in 1995 to solve what I thought was a fascinating problem: call centers were engaged in a...

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By John Englund
in Agent Engagement
on Sep 23, 2021

Why Focus on People in the Age of Automation?

Technological innovation has transformed the way companies do business, but transformation has not been spread evenly across organizations. For example,...

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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 John Englund
in Best Practices / Metrics
on Aug 9, 2021

How Can Financial Firms Improve Post-Pandemic Customer Service?

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

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By John Englund
in Best Practices / Metrics
on Jul 26, 2021

Intradiem Launches “Workforce Heroes” Podcast

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

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By John Englund
in Agent Engagement
on Jul 22, 2021

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

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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By John Englund
in Blog
on May 5, 2021

The Thing About Healthcare Contact Centers

Are all contact centers alike? It’s true that no matter which industry they serve, all centers are charged with maximizing...

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