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...

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...

Matt McConnell was recently talking to one of his customers, which he described as a large, well-known bank, about when...

We have long heard the death of the call center is near, but are these claims actually valid? Articles dating...

Your call center software solutions should help your customer service team maximize productivity and engagement, ultimately helping to reach business...

Intradiem’s latest release marks the third generation of our product. What was once an on-premise training solution is now an...