The Contact Center Intraday Shuffle [INFOGRAPHIC]

In a recent industry poll, we asked call center leaders how they handle intraday management challenges. The survey was conducted in conjunction with an interactive web event, The Ultimate Call Center Survival Guide, Intradiem hosted earlier this year. More than 100 contact center professionals answered questions about their intraday management challenges, specifically around the topics of fluctuating contact center intraday staffing needs as well as queue management and real-time notifications. Below are our findings.

 

About the author

Matt McConnell

Matt 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 300,000 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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