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

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...

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

The pandemic has forced companies across the business spectrum to experiment with new ways of working. It’s also confirmed the...

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...

Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that...

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