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...

With call center conditions constantly changing, companies must turn to artificial intelligence technology in order to optimize their operations. Call...

Call centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have...

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

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

Matt McConnell was recently talking to one of his customers, which he described as a large, well-known bank, about when...

Your call center software solutions should help your customer service team maximize productivity and engagement, ultimately helping to reach business...

Call center automation software can do a lot to help you grow your business. These software solutions can help a...

Balancing the need to improve efficiency, agent engagement and the customer experience is a tough act. Modern enterprise contact centers...