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

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...

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...