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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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 effectiveness of some initiatives that were already underway. Pre-pandemic, the application of intelligent automation to contact center processes was establishing itself as an effective way to reduce cost and boost productivity. Now—one exhausting year later—that… 
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. They balance numerous competing priorities to ensure agents are working efficiently, monitor service levels and deliver a seamless customer experience. Like many of you reading this, I “grew up” in the call center, starting as… 
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 as processing claims, solving disputes, or issuing refunds) are completed by people - specifically, by a team of associates in the back office. Back office associates are really the unsung heroes of any service organization.… 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....
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...