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Category: Innovation

By Intradiem
in Agent Engagement
on Nov 23, 2022

Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

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

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By Intradiem
in Blog
on Jun 22, 2022

How Intelligent Automation Promotes Call Center Success

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

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By Intradiem
in Agent Engagement
on Apr 26, 2022

Aligning Agents, Automation and AI

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

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By Intradiem
in Blog
on Mar 25, 2022

AI at the Crossroads of Industry and Academia

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

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By Matt McConnell
in Blog
on Feb 15, 2022

Mission 2022: Invest in Tech to Fortify Employees, Not Replace Them

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

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By Intradiem
in Blog
on Oct 27, 2021

How Your Company Can Benefit From Contact Center Software

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

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By Matt McConnell
in Blog
on Oct 5, 2021

Foster Innovation by Prioritizing People

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

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By Intradiem
in Agent Engagement
on Sep 23, 2021

Why Focus on People in the Age of Automation?

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

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By Intradiem
in Agent Engagement
on Sep 16, 2021

AI Won’t Replace Call Center Agents

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

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By Intradiem
in Best Practices / Metrics
on Aug 9, 2021

How Can Financial Firms Improve Post-Pandemic Customer Service?

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

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