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

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,...

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...

Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that...

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