Constant competitive pressure means that most companies are either engaged in or planning a business transformation program at any given...

Community service is at the heart of Intradiem’s identity. The company’s “people first” approach prioritizes the needs of employees and...

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...

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

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff...

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,...