2021 was a challenging year, as countless individuals and families battled to maintain their health and livelihoods through a second...

Community service is at the heart of Intradiem’s identity. The company’s “people first” approach prioritizes the needs of employees and...

I created Intradiem in 1995 to solve what I thought was a fascinating problem: call centers were engaged in a...

There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more...

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff...

Intradiem recently launched “Forefront of Automation: Workforce Heroes,” a new podcast series on the challenges and success stories of contact...

By: Jennifer Lee, Chief Strategy Officer at Intradiem The heartbeat of any customer service operation is the call center manager....

This year’s rapid acceleration to remote call centers has presented some advantages for agents and managers alike: less time commuting,...

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

The shift to our new reality can feel lonely for those quarantining alone or used to frequent engagement with friends...