Home Authors Posts by Jennifer Lee

Jennifer Lee

Jennifer Lee
Jennifer has 20 years’ experience in the contact center industry with more than 15 years as a people leader. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. For the last four years, Jennifer led the Customer Success organization at Intradiem, where her team was pivotal in achieving the historic milestone of one billion automation actions. As Chief Strategy Officer, Jennifer now leads the teams that include Intradiem’s Product Management and Product Marketing.

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 was often high but...

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...

Guide: The Call Center Manager Reinvented

The heartbeat of any customer service operation is the call center manager. They balance numerous competing priorities to ensure agents are working efficiently, monitor...

New Posts