Contact centers provide essential customer service, and efficiency is key to running a successful one. Whether addressing upset customers’ concerns...

Constant competitive pressure means that most companies are either engaged in or planning a business transformation program at any given...

Community service is at the heart of Intradiem’s identity. The company’s “people first” approach prioritizes the needs of employees and...

Technological innovation has transformed the way companies do business, but transformation has not been spread evenly across organizations. For example,...

There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more...

“The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader...

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff...

Financial firms generate profits by borrowing short-term cash cheaply and lending or investing it for higher, long-term returns. A steeper...

Intradiem recently launched “Forefront of Automation: Workforce Heroes,” a new podcast series on the challenges and success stories of contact...

Many have claimed the coronavirus pandemic would usher in the death of the call center. But non-voice channels like email,...