Learn How to Prioritize Real-Time Monitoring and Coaching in Intradiem Webinar

Customer engagement expert to share best practices on engaging agents, improving performance, making coaching a priority

ATLANTA (May 13, 2014) – Intradiem, the leading provider of intraday automation solutions, will host a free webinar on Tuesday, May 13, 2014, at 2 p.m. EDT. The webinar, “No Excuses: Prioritize Real-Time Monitoring and Coaching,” will provide information regarding how to leverage real-time coaching and monitoring to improve agent engagement, as well as the customer experience. Registration for this free event is available here.

Contact center and customer engagement consultant Melissa Kovacevic, will join Nita Pennardt, Intradiem’s director of customer success, for this live, interactive event. Kovacevic, an industry veteran with more than 30 years of experience, will discuss how contact centers can distinguish themselves as best-in-breed by monitoring agents and delivering valuable feedback in real time.

“Engaging and motivating agents typically falls to contact center supervisors, but their time is often limited,” said Kovacevic. “The key is to fully optimize your center and make coaching a priority so that agents get the time and guidance they need to deliver the highest level of customer service.”

Webinar attendees will learn how to:

• Strip away excuses and make coaching a priority
• Overcome agents’ fear of being monitored and coached
• Utilize a real-time approach to effectively reinforce positive behavior
• Engage and be engaged while coaching in real-time

“In today’s competitive market, companies must deliver a consistent customer experience,” said Pennardt. “This requires that agents possess the knowledge and skills needed to handle customer inquiries fast, accurately and on the first try. Real-time monitoring and coaching is a critical piece of the equation.”

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