Infinite Levels of Contact Center Productivity

This 30-minute executive session featured Dave Thrailkill, Senior WFM Leader. He joins our CEO Matt McConnell, and together they review how a recent event impacts business across industries and provide insights and tips for increasing contact center productivity without increasing budget.

October 13, 2016

You’re faced with strategic and structural challenges like never before. Problem is - customer, employee and business demands - keep increasing.

Contact center leaders know it's daunting to drive efficiency and provide positive customer/employee experiences. But, it’s the new norm.

In this event, Dave Thrailkill and Matt McConnell discussed how the implementation of intraday automation in a large global financial contact center improved productivity. And, it wasn't just a productivity play. This strategy improved the workforce as well as service delivery. Watch the archive to hear more results.

Dave Thrailkill

Senior WFM Leader

With over 20 years of Operations and Financial Management leadership, Dave's repertoire includes strategic planning, business process improvement and technology. He has benchmarked operational standards and metrics, then applied them to other businesses to create a common and consistent language across the contact centers. He's led his team in optimizing staff, processes, and technology to promote an environment which maximizes the customer experience while increasing sales and efficiency. 

Matt McConnell

Chief Executive Officer

Intradiem

Matt McConnell is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 250,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor’s degree in industrial and systems engineering.

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