Intelligent automation is driving successful contact center operations by boosting the performance and engagement of frontline agents—whether remote or in-center—and...

Historically, contact centers have been plagued by low morale and high churn among agents. Leaders have applied new tools and...

Is it safe to go back to the office now? Should we go back? Do we need to? There are...

In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress...

By: Jennifer Lee, Chief Strategy Officer at Intradiem The heartbeat of any customer service operation is the call center manager....

Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such...

This year’s rapid acceleration to remote call centers has presented some advantages for agents and managers alike: less time commuting,...

With call center conditions constantly changing, companies must turn to artificial intelligence technology in order to optimize their operations. Call...

Call centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have...

With some of the latest call center technology talk focused on workforce automation, Artificial Intelligence (AI), and chatbots–often eliminating the...