Archive Author: John Englund

Archive Author: John Englund

29 Sep

The Best of AI: Predicting Agent Burnout and Attrition

John Englund

The best solution to any problem is to prevent it from happening in the first place. The problem of agent […]

26 Apr

Aligning Agents, Automation and AI

John Englund

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

25 Mar

AI at the Crossroads of Industry and Academia

John Englund

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

21 Mar

Great Customer Service Requires Engaged Agents

John Englund

Maya Angelou said that “people will forget what you said… and what you did… but not how you made them […]

16 Feb

Intelligent Automation Boosts Global Media Group’s Customer Service

John Englund

Competitive pressures have pushed customer service to the forefront of the struggle among businesses to stand out from the pack. […]

7 Feb

Intradiem Delivers 342% ROI

John Englund

A Total Economic Impact™ (TEI) study, conducted on behalf of Intradiem by Forrester Consulting, found that Intradiem’s AI-powered intelligent automation […]