The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres....

Maya Angelou said that “people will forget what you said… and what you did… but not how you made them...

A Total Economic Impact™ (TEI) study, conducted on behalf of Intradiem by Forrester Consulting, found that Intradiem’s AI-powered intelligent automation...

The Internet of Things, also commonly referred to as the IoT for short, is a concept that involves a network...

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,...