Category: Blog

27 Jul

The Dynamic Duo | Agents and AI


Artificial intelligence (AI) is at the forefront of technology in recent months and there is uncertainty about how it will […]

1 Jun

WFM Labs | A New Approach to Contact Center Workforce Management

John Englund

On a typical day in a typical contact center operation—whether in support of a bank or a healthcare provider, an […]

21 Mar

Reinventing Customer Service for Everyone

John Englund

Intradiem’s Forefront Executive Council (FEC) gathered recently in Scottsdale, Arizona, for discussions on how companies across the business landscape are […]

12 Oct

Management Tips: Contact Center Operational Efficiency


Operational efficiency is essential for any business, but it is especially important in the contact center. There are a number […]

24 Aug

WFM Software vs. Intelligent Automation


The modern workplace is a constantly evolving landscape. The tools and technologies employees use to do their jobs are changing […]

29 Jul

What is Contact Center as a Service (CCaaS)?


Contact Center as a Service (CCaaS) is a cloud-based customer contact center solution that allows businesses to manage customer interactions […]