Intradiem’s Forefront Executive Council (FEC) gathered recently in Scottsdale, Arizona, for discussions on how companies across the business landscape are...

WhenWhen it comes to customer service, contact centers and call centers may seem like two sides of the same coin....

Call centers are an essential part of any customer service process. Agents need to be kept motivated and satisfied in...

Call center quality assurance (QA) is essential to any call center operation. QA programs monitor call quality and ensure agents...

As a call center manager, one of your main responsibilities is to ensure that new agents are properly trained and...

Contact center cloud technology has revolutionized customer service operations. With contact centers increasingly reliant on cloud-based applications, cloud contact center...

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...

The customer service metrics that matter most to a contact center depend on the organization's specific goals and objectives. However,...

Operational efficiency is essential for any business, but it is especially important in the contact center. There are a number...

The modern workplace is a constantly evolving landscape. The tools and technologies employees use to do their jobs are changing...