Blog Post

Two Reasons that Prevent the Perfect Customer Experience

A video blog from Matt McConnell, CEO of Intradiem.

As consumers, we take for granted that we are going to have to wait to be serviced. We’ve come to expect it as part of our daily lives – sitting on hold, enduring 4-hour service windows, having to search for a store clerk to help us, standing in long lines to pay for our purchases, and the list goes on and on. It’s downright ridiculous in this day and age – the age of the customer – that we can’t have more timely service.

As customers, we only want two things: speed and accuracy. A quality product or service delivered in a timely fashion that meets our needs. What’s preventing companies from being able to deliver on this customer experience promise?

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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