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...

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...