12 Oct

Management Tips: Contact Center Operational Efficiency


Operational efficiency is essential for any business, but it is especially important in the contact center. There are a number […]

3 Oct

Is AI a Revolution Or Is It a Steppingstone?

Mike Jarus

By Michael Jarus—Chief Architect, Intradiem Is there a term that generates more buzz in tech circles today than ‘AI’? Valued at $60 […]

24 Aug

WFM Software vs. Intelligent Automation


The modern workplace is a constantly evolving landscape. The tools and technologies employees use to do their jobs are changing […]

29 Jul

What is Contact Center as a Service (CCaaS)?


Contact Center as a Service (CCaaS) is a cloud-based customer contact center solution that allows businesses to manage customer interactions […]

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. […]