Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...

Intelligent automation is driving successful contact center operations by boosting the performance and engagement of frontline agents—whether remote or in-center—and...

The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres....

Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning...

As 2022 advances, I hope we’ll see the pandemic weaken, the economy strengthen and consumers thrive. These past two years...

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

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

Technological innovation has transformed the way companies do business, but transformation has not been spread evenly across organizations. For example,...

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

Financial firms generate profits by borrowing short-term cash cheaply and lending or investing it for higher, long-term returns. A steeper...