Category: Innovation

22 Jun

How Intelligent Automation Promotes Call Center Success

Jennifer Lee

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

26 Apr

Aligning Agents, Automation and AI

John Englund

The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres. […]

25 Mar

AI at the Crossroads of Industry and Academia

John Englund

Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning […]

15 Feb

Mission 2022: Invest in Tech to Fortify Employees, Not Replace Them

Matt McConnell

As 2022 advances, I hope we’ll see the pandemic weaken, the economy strengthen and consumers thrive. These past two years […]

27 Oct

How Your Company Can Benefit From Contact Center Software


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

5 Oct

Foster Innovation by Prioritizing People

Matt McConnell

I created Intradiem in 1995 to solve what I thought was a fascinating problem: call centers were engaged in a […]