27 Jul

The Dynamic Duo | Agents and AI


Artificial intelligence (AI) is at the forefront of technology in recent months and there is uncertainty about how it will […]

1 Jun

WFM Labs | A New Approach to Contact Center Workforce Management

John Englund

On a typical day in a typical contact center operation—whether in support of a bank or a healthcare provider, an […]

21 Mar

Reinventing Customer Service for Everyone

John Englund

Intradiem’s Forefront Executive Council (FEC) gathered recently in Scottsdale, Arizona, for discussions on how companies across the business landscape are […]

15 Mar

8 Essential Tips for Back-Office Call Center Efficiency


As businesses continue to evolve, call centers have become an integral part of their daily operations. However, back-office call center […]

10 Mar

Ultimate Guide to Contact Center Optimization


A contact center is a central point in a business that handles customer interactions via various channels, such as phone, […]

9 Mar

Contact Center vs. Call Center: A Detailed Comparison


When it comes to customer service, contact centers and call centers may seem like two sides of the same coin. […]