Ventana Research to Share Research and Best Practices for Next Generation Customer Experience Programs in Intradiem Webinar

Customer service expert to share tips for leveraging multiple channels to increase customer engagement

ATLANTA, GA (February 6, 2014) – Intradiem, the leading provider of intraday management solutions, 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.

Guest speaker Richard Snow who leads Ventana Research’s Customer and Contact Center research practice, will join Intradiem CMO John Wolf for an interactive, question and answer web event. Snow, an industry veteran with more than 25 years of experience, helps organizations improve the effectiveness of managing their customers across all touch points, including the contact center.

“Customers interact with companies through the channels they feel most comfortable, which means companies need to be able to provide a consistent customer experience through each channel offered,” said Snow. “The more innovative companies have expanded the number of channels that they offer by using newer technologies to help streamline processes and improve customer engagement.”

Webinar attendees will gain insights into the customer experience and the innovative approaches other companies are taking to meet and exceed customer expectations in a multi-channel environment. They will hear about:

• Benchmark statistics showing the maturity of customer engagement processes
• Collaboration tools that drive improvements
• Metrics that keep engagement programs on track
• Technologies that help manage multiple channels
• A free multi-channel contact center assessment

“As many industries now face an increasingly competitive marketplace, it’s more important than ever before to be able to go above and beyond when it comes to the customer experience,” said Wolf. “A real-time workforce helps companies proactively address the daily issues that arise and prevent companies from delivering consistent customer service across channels.”

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457