Are all contact centers alike? It’s true that no matter which industry they serve, all centers are charged with maximizing...

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...

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....

2020 served as the inflection point for call center transformation. The shift to remote work unlocked new uses of technology...

Every few years, a new customer service channel arrives on the scene with claims that this technology will be the...

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...

Contact centers create enormous amounts of real-time data that could be leveraged to drive maximum levels of productivity. Yet, most...