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Category: Real-Time Automation

By John Englund
in Blog
on Jun 22, 2022

How Intelligent Automation Promotes Call Center Success

Intelligent automation is driving successful contact center operations by boosting the performance and engagement of frontline agents—whether remote or in-center—and...

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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 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 John Englund
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 John Englund
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 John Englund
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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