Archive Author: Jennifer Lee

Archive Author: Jennifer Lee

22 Jun

How Intelligent Automation Promotes Call Center Success

Jennifer Lee

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

15 Jan

Keep Agent Morale High Through AI & Automation

Jennifer Lee

Historically, contact centers have been plagued by low morale and high churn among agents. Leaders have applied new tools and […]

29 Apr

Contact Center 2.0: A Better Normal

Jennifer Lee

Is it safe to go back to the office now? Should we go back? Do we need to? There are […]

26 Apr

How to Keep Your Remote Agents Engaged

Jennifer Lee

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

15 Mar

Guide: The Call Center Manager Reinvented

Jennifer Lee

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

17 Feb

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

Jennifer Lee

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