Intradiem will host a free webinar on Wednesday, Sept. 10, 2014, at 2 p.m. EDT titled “Don’t Just Fill Seats: Create High EQ Agents,” featuring certified EQ practitioner, contact center auditor and employee retention specialist Jim Rembach, to focus on how contact centers can develop emotionally intelligent (EQ) agents in order to improve empathy, reduce repeat contacts and ultimately improve the customer experience.
Intradiem has announced that it has entered into a strategic relationship with EPIC Connections (EPIC), a prominent contact center consulting and outsourcing firm, coupling EPIC’s strategic consulting services and Intradiem’s intraday automation solution to provide contact center managers with the right tools and knowledge to effectively prepare their agents for any kind of customer interaction, across all communication channels, while maintaining operational efficiencies.
Intradiem announces the newest members of its “Real-time Frontline” thought leadership panel, as well as recognizes returning veterans, who partner with Intradiem to provide tips and best practices for maximizing intraday automation in the contact center as well as the customer experience and agent performance.
Intradiem CEO Matt McConnell is featured in Call Center IQ’s (CCIQ) executive report on call center performance, which cites customer satisfaction as the call center’s primary objective in today’s customer-centric landscape.
Intradiem announces its speaking engagement and participation at the CCNG Contact Center Executive Summit, August 4-5, 2014.
Intradiem has announced that it has added customer experience pioneer Larry Freed and corporate veteran Timothy Mann, Jr. to its board of directors.
Intradiem has issued a review of the top customer experience challenges in the cable industry. As competition has increased over the past five years, customer service has emerged as a key competitive differentiator. Contact center leaders in this new era who can overcome these challenges will drive competitive advantage and deliver an improved customer experience.
Intradiem announces that it will will host a free webinar on Tuesday, June 17, 2014, at 2 p.m. EDT titled “Preventing the Accidental Customer Experience.” The webinar will share best practices on how contact centers can proactively and intentionally design and manage the customer experience.
Intradiem is making available a new report by the Aberdeen Group that cites intraday management technology as a critical component of workforce optimization (WFO) success. It also ranks improving the customer experience as the top objective driving contact center WFO programs.
Intradiem Examines Customer Experience Impact of Increased Regulation and Consumer-driven Market on Energy and Utility Providers
Intradiem issues a review of the top customer experience challenges in the energy and utilities industries. Contact center leaders in these industries who can overcome these challenges will drive performance improvements and ultimately increase competitive advantage.