March 31, 2017
Intradiem awarded by The Atlanta Journal-Constitution with a Top Workplaces, Workplace Achiever honor
February 16, 2017
Leaders deepen enterprise-class experience and capabilities
January 24, 2017
Momentum fueled by enterprise contact center adoption of automation
May 23, 2016
Forefront is a series of exclusive events convening the best minds in workforce and operations management who are defining the future of the industry.
April 4, 2016
Large organizations continue to trust Intradiem with their Intraday Automation initiatives
March 24, 2016
Visionary white paper by DMG Consulting calls for revolutionary workforce model changes.
November 17, 2015
Intradiem announces our latest solution, Intraday Coaching, that dramatically improves contact center agent engagement and development.
November 10, 2015
Intradiem continued its rapid growth trajectory into the fourth quarter, including securing an additional round of funding led by JMI Equity.
August 26, 2015
As a result of exponential growth in its European operations, Intradiem is continuing its investment in the EMEA marketplace with the addition of local personnel and other resources focused on channel and customer development as well as customer support.
August 12, 2015
Intradiem has named Bob Fletcher, a contact center operations, management and consulting veteran, as vice president of global solutions consulting to lead the company’s business process outsourcing (BPO) practice.
August 5, 2015
Intradiem has formed a strategic partnership with OpenSpan, Inc., a global provider of worker optimization, activity management and automation solutions, extending Intradiem’s capabilities to leverage agent- and employee-level data to help organizations create enterprise-wide, real-time frontline workforces that span the contact center and back office.
July 23, 2015
Intradiem announced the release of its Intraday Automation mobile application solution, extending the value and capabilities of its Intraday Automation solution for both workforce managers and agents.
May 7, 2015
Intradiem announced that it has secured new funding from JMI Equity, a growth equity firm focused on investing in leading software and services companies. Affiliates of MK Capital, Intradiem’s previous principal financier, also participated in the new funding.
March 31, 2015
Intradiem is honored to announce its recognition by The Atlanta Journal-Constitution (AJC) as a Top Workplace within the “Top 75 Small Businesses” category.
February 25, 2015
Intradiem and Harte Hanks, one of the world’s leading customer experience management organizations, will lead a joint presentation entitled “Strategic Workforce Transformation - A Roadmap for the Future” at this week’s Argyle Executive Forum 2015 Customer Care Leadership Forum in Dallas that will educate attendees on how improving the customer experience can be accomplished while reducing costs.
February 17, 2015
Intradiem announces a new strategic partnership with SSA Solutions, a premiere contact center consulting firm specializing in workforce management and operational modeling, which brings together SSA Solutions’ expertise with Intradiem’s real-time intraday automation solution to help companies improve productivity, decision-making and operational efficiencies in the contact center.
January 27, 2015
Intradiem announces that revenue grew by 27 percent in 2014, driven by 8 of the Fortune 100 implementing Intradiem’s SaaS-based Intraday Automation software to modernize their contact center and back office operations.
January 20, 2015
Intradiem announces significant business growth in the United Kingdom in 2014, expanding its customer footprint in the UK by signing several large brands and expanding its partnership with IP Integration.
November 11, 2014
Intradiem will host a free webinar on Tuesday, Nov. 11, 2014, at 2:00 p.m. EST titled, “Back to the Future: Customer Experience Then, Now and Beyond,” featuring Art Schoeller of Forrester Research, which will cover the evolution of the contact center and provide an in-depth discussion that helps attendees connect agent engagement to the customer experience.
November 4, 2014
Intradiem is gearing up for High Tech Ministries’ 2014 Fall Serve@Work program with a series of projects at 7 Bridges to Recovery, a local shelter for women and children, on November 6-8, 2014.
October 28, 2014
Intradiem announces a new Intraday Automation Solutions Webinar Series titled “Align Contact Center Goals,” which will focus on ways to deliver optimum customer service via increased agent productivity and performance.
October 21, 2014
Intradiem announces its sponsorship of the UK Contact Centre Decision-Makers' Guide 2014, published by ContactBabel, the leading analyst firm for the contact centre industry. The annual report examines the performance, operations, technology and HR aspects of UK contact centre operations.
September 30, 2014
Intradiem will host a free webinar on Wednesday, Oct. 8, 2014, at 2:30 p.m. EDT titled, “Leveraging Gamification to Drive Contact Center Results” and featuring Donna Fluss of DMG Consulting , to share best practices on how contact centers can utilize gamification to motivate and engage agents within the constraints of their tightly scheduled work days.
September 4, 2014
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.
August 28, 2014
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.
August 20, 2014
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.
August 7, 2014
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.
August 4, 2014
McConnell continues: “It’s all driven by this intense focus on the customer experience,” says McConnell. “Driven by the Apples and Zappos of the world, there is an expectation on the part of consumers that a high quality of service can now be delivered. Because of that, it is responsible for determining market share.”
June 24, 2014
Intradiem has announced that it has added customer experience pioneer Larry Freed and corporate veteran Timothy Mann, Jr. to its board of directors.
June 18, 2014
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.
June 12, 2014
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.
June 10, 2014
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.
May 29, 2014
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.
May 28, 2014
Intradiem announced that it has named Jin Huang as the company’s new chief technology officer. In this role, Jin will be responsible for the architecture, engineering and quality assurance of Intradiem’s solution.
May 13, 2014
Intradiem will host a free webinar on Tuesday, May 13, 2014, at 2 p.m. EDT. The webinar, “No Excuses: Prioritize Real-Time Monitoring and Coaching,” will provide information regarding how to leverage real-time coaching and monitoring to improve agent engagement, as well as the customer experience.
May 6, 2014
Intradiem is gearing up for High Tech Ministries’ 2014 Spring Serve@Work program with a series of projects at a local shelter for women and children May 6-8, 2014.
April 29, 2014
Intradiem is featured in the seventh annual Contact Center Workforce Management Market Report, published by DMG Consulting LLC, the leading provider of contact center, back office and real-time analytics market research and consulting services.
April 23, 2014
Intradiem will join senior executives from around the world this spring to share innovations and research around improving the customer experience.
April 9, 2014
Intradiem issues a review of the upcoming top customer experience challenges of the insurance services industry. Property and casualty contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive intraday management improvements within their organizations.
March 26, 2014
Intradiem announces its speaking engagement and participation at upcoming conferences: The 2014 Annual SWPP Conference, April 15-17 and the 2014 Customer Care Leadership Forum: Spring Event, April 8.
March 19, 2014
Intradiem issues a review of the 2014 top customer experience challenges of the healthcare services industry. Healthcare contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive intraday management improvements within their organizations.
March 12, 2014
Intradiem hosted the third meeting of its Customer Advisory Council in February. The council consists of contact center leaders and serves as a forum for the group to explore industry trends, challenges and strategies impacting today’s organizations.
March 5, 2014
Intradiem launches Intradiem Insights — a collection of industry articles that examine the top and emerging call center trends and what they mean for contact center executives. Intradiem Insights will be presented periodically throughout the year.
March 4, 2014
Intradiem and eg solutions plc, a global back office optimisation software company, today announce their strategic partnership, which strengthens the workforce optimisation market.
February 20, 2014
Intradiem and Call Design Inc. have partnered to improve contact center productivity, agent performance and the customer experience for organizations in North America, Europe and Asia/Australia by leveraging both intraday management and workforce optimization technologies.
February 6, 2014
Intradiem will host a free webinar on Wednesday, Feb. 26, 2014 at 1:00 p.m. EST. The webinar, “Preparing Multi-Channel Centers for Next-Gen Customer Engagement,” will provide information about how companies leverage innovative technologies and practices to create higher customer engagement in multi-channel contact centers. Free registration is available here.
February 6, 2014
Intradiem issues the 2014 top challenges of the financial services industry. Financial services contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive improvements within their organizations.
January 28, 2014
Intradiem and Vivint, the nation’s leading home automation services company announce Vivint’s results from its deployment of Intradiem.
January 15, 2014
Intradiem announced the top five contact center trends to watch in 2014. Understanding these trends will help contact center leaders keep priorities like customer experience in mind as they implement tactics and strategies to meet 2014 goals and objectives.