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,...

Are all contact centers alike? It’s true that no matter which industry they serve, all centers are charged with maximizing...

Is it safe to go back to the office now? Should we go back? Do we need to? There are...

In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress...

The pandemic has forced companies across the business spectrum to experiment with new ways of working. It’s also confirmed the...

Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such...

2020 served as the inflection point for call center transformation. The shift to remote work unlocked new uses of technology...

Every few years, a new customer service channel arrives on the scene with claims that this technology will be the...

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