Contact Center 2.0: A Better Normal
Is it safe to go back to the office now? Should we go back? Do we need to? There are […]
29
Apr
26
Apr
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 […]
16
Mar
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 […]
15
Mar
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. […]
17
Feb
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 […]
5
Feb
Top 5 Trends Driving the Future of Call Centers in 2021
2020 served as the inflection point for call center transformation. The shift to remote work unlocked new uses of technology […]