Intradiem Insights Features Top Contact Center Trends, Topics to Watch

Company launches inaugural series of contact center industry articles available for download

ATLANTA, GA (March 5, 2014) – Intradiem, the leading provider of intraday management solutions, launches Intradiem Insights — a collection of industry articles that examine the top and emerging call center trends and what they mean for contact center executives. Intradiem Insights will be presented periodically throughout the year.

“The contact center’s impact on customer experience is an important consideration for customer service leaders,” said Matt McConnell, president and CEO at Intradiem. “Intradiem Insights is intended to present our customers and others in the industry with information that will help contact centers make well-informed decisions that will shape the success of their agents and organizations.”

The inaugural Intradiem Insights features the following articles from key contact center industry publications and experts.

• According to an article featured in Customer Think, “Forrester’s Top Trends For Customer Service In 2014,” Forrester Research Inc. analyst and author Kate Leggett outlines 12 key trends that companies should follow during this ‘age of the customer.’
• An article published on destinationCRM.com, “The Six Golden Rules of Customer Experience,” by Bruce Temkin covers the cornerstones for delivering great customer experiences and stresses the importance that the principals presented are not overly complicated.
• ICMI featured the article, “Do your service channels have multiple personalities?” which covers the rising trend for multiple support channels within contact centers and how this impacts the management of customer service.

A copy of Intradiem Insights can be downloaded here.

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