Setting up the right call center shifts can be a complex, intensely manual process for any dedicated call center operation...

When it comes to the effective use of a call center, proactive planning is key. It's not enough to simply...

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

Contact centers provide essential customer service, and efficiency is key to running a successful one. Whether addressing upset customers’ concerns...

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...

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

Is it safe to go back to the office now? Should we go back? Do we need to? There are...

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...