Category: Agent Engagement

23 Feb

6 Call Center Incentive Ideas for Agent Performance


Call centers are an essential part of any customer service process. Agents need to be kept motivated and satisfied in […]

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. […]

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 […]

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 […]

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 […]

3 Jan

How the IoT Affects Call Centers


The Internet of Things, also commonly referred to as the IoT for short, is a concept that involves a network […]