Intradiem Hosts Customer Advisory Council for Contact Center Industry Innovators

Executives discuss call center trends and strategies for overcoming intraday management challenges and improving the customer experience

ATLANTA, GA (March 12, 2014) – Intradiem, the leading provider of intraday management solutions, 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.

Customer Advisory Council members identified the following scenarios where intraday management technology can positively impact the contact center:

• Proactively and automatically assign activities based on agent performance in order to provide ongoing and personalized agent development; keeping agents engaged and ready for challenging customer inquiries
• Integrate back-office work into the contact center, creating one office that streamlines processes and positively impacts the customer experience
• Find more efficient methods, such as automated reskilling or intraday channel balancing, to ensure properly trained agents can be consistently and readily available to engage with customers

“The council members utilized the opportunity to discuss contact center intraday management challenges as a group and learn how other executives approach and creatively resolve issues that can impact the customer experience,” said Matt McConnell, chief executive officer for Intradiem. “These executives are true innovators within their industries and inspire each other to use intraday management technology in increasingly unique ways.”

Intradiem formed the Customer Advisory Council in 2012 for senior level executives to assemble and discuss trending industry issues as well as collaborate on the product direction of Intradiem’s technology. Senior executives from a diverse range of industries including healthcare, outsourcing, telecommunications, insurance and financial services attended the third event last month.

“Improving the customer experience is a huge priority for everyone involved in the advisory council,” said McConnell. “Learning more about the strategies and practices employed by each member shapes Intradiem product strategy in a way that can help companies have a positive impact on the customer experience.”

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