Category: Employee Engagement

5 Oct

Foster Innovation by Prioritizing People

Matt McConnell

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

16 Sep

AI Won’t Replace Call Center Agents

John Englund

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

19 Aug

Contact Center Absenteeism: Greater Flexibility is the Cure

John Englund

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

26 Jul

Intradiem Launches “Workforce Heroes” Podcast

John Englund

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

15 Mar

Guide: The Call Center Manager Reinvented

Jennifer Lee

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

18 Dec

How to Prevent Remote Call Center Agent Burnout During a Crisis

Jennifer Lee

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

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