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Lori Etheridge

About Lori Etheridge

Lori Etheridge is Intradiem's Director of Customer Journey, with 35 years of experience in customer relationship management. Lori specializes in maximizing customer care investments by transforming customer service into customer experience brands that provide competitive differentiation. Prior to joining Intradiem, Lori was a Sr. Partner with Customer Contact Insights, a marketing consulting firm. Lori's previous experience also includes Convergys Corporation, Naviant and NCR Corporation.

8 Qualities to Look for in an Intraday Automation Provider

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a nice-to-have, but a need-to-have. When meeting the goals of the business, consensus among workforce management and contact center operations is apparent - The Challenge is Real and relying on the status quo is not an [...]

5 Ways to Fuel Employee Engagement

With some of the latest contact center tech talk focused on chatbots and eliminating the need for human agents, it might seem strange to think about automation and employee engagement going hand in hand (and thank goodness because I would much prefer to resolve issues with a friendly human versus a robot). In a recent post, [...]

Forefront Discussions Highlight Efficiency and Employee Engagement

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken Blanchard When you have a good conversation with an industry peer, exchange war stories and survivor tips, you’re building community. Forefront is a community where contact center operations and workforce management leaders, as well as [...]

Financial Services Contact Centers: Intraday Automation Puts Your Customers First

Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to dealing with a portfolio of highly regulated products, there are generational chasms with varying expectations, demands and tolerance level across multiple channels. Additionally, the industry is facing technological updates. In a recent survey, 53% of [...]

By |January 20th, 2016|Customer Experience, Innovation, Workforce Infrastructure|

‘Tis the Season to Put Intraday Automation to Use in the Retail Environment

The holiday shopping season has peaked and now the “return season” is in full swing, and that means it’s anything but business as usual for the retail industry and its contact centers. The good news is that forecasted revenue is projected to be anywhere from $600 billion to $886 billion this holiday season. But with this [...]

By |December 28th, 2015|Innovation, Workforce Infrastructure|

Raising the Telecom Customer Experience Bar

In today’s crowded telecom market, customers have plenty of choices. As service and technology offerings have become virtually indistinguishable, the customer experience is increasingly becoming the primary differentiator for telecoms to attract and retain customers. But improving telecom customer experience isn’t easy. Traditionally, when contact centers want to improve the customer experience, they focus on changing [...]

By |November 3rd, 2015|Innovation, Workforce Infrastructure|