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...

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

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

Industry leaders & analysts foresee virtual as viable model for longer term Analyst groups like Gartner and Nemertes predict that...

We have long heard the death of the call center is near, but are these claims actually valid? Articles dating...

Thrive Global featured Intradiem CEO Matt McConnell in a series on How Business Leaders Plan To Rebuild In The Post...

Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses...