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

A Total Economic Impact™ (TEI) study, conducted on behalf of Intradiem by Forrester Consulting, found that Intradiem’s AI-powered intelligent automation...

Historically, contact centers have been plagued by low morale and high churn among agents. Leaders have applied new tools and...

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

“The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader...

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

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

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...

By: Jennifer Lee, Chief Strategy Officer at Intradiem The heartbeat of any customer service operation is the call center manager....