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Category: Real-Time Automation

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 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 Aug 25, 2021

Webinar Recap: Flip the Script on WFM

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

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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 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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By Jennifer Lee
in Best Practices / Metrics
on Apr 26, 2021

How to Keep Your Remote Agents Engaged

In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress...

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By Intradiem
in Best Practices / Metrics
on Mar 16, 2021

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

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

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By Jennifer Lee
in Best Practices / Metrics
on Mar 15, 2021

Guide: The Call Center Manager Reinvented

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

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By Jennifer Lee
in Best Practices / Metrics
on Feb 17, 2021

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

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

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By Matt McConnell
in Blog
on Nov 18, 2020

Podcast: Exploring the Data Disconnect Facing Contact Centers

Contact centers create enormous amounts of real-time data that could be leveraged to drive maximum levels of productivity. Yet, most...

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