Intradiem Examines Customer Experience Impact on Cable Providers in Consumer-Driven Market

Intraday automation technology improves operational efficiencies, customer satisfaction helping cable companies gain competitive advantage

ATLANTA (June 18, 2014) – Intradiem, the leading provider of intraday automation solutions, has issued a review of the top customer experience challenges in the cable industry. As competition has increased over the past five years, customer service has emerged as a key competitive differentiator. Contact center leaders in this new era who can overcome these challenges will drive competitive advantage and deliver an improved customer experience.

Three key challenges faced by contact center leaders in the cable industry include:

• The customer retention play
  
  As competition increases, customer retention has become critical. Many cable companies offer “triple plays” that bundle cable, phone and internet services for a low introductory rate. However, when the price increases at the end of the promotion, some customers start looking elsewhere for a better deal. This perceived commoditization of providers drives a higher need for skilled agents who can deliver a more personalized and consistent customer experience.
• Inquiries have become more complex
  
  As bundles increase in complexity, so do customer’s inquiries. When a call lands with an agent who doesn't have the knowledge and skills needed to solve the issue at hand, customers must be put on hold or transferred to another, better prepared agent. Not only can high internal transfer rates and callbacks be a routing challenge for centers, they also have a negative impact on both agent and customer satisfaction. Therefore, agents need ongoing training and coaching to consistently handle customer inquiries on the first call to drive customer loyalty.
• Pressure to drive long-term growth
  
  The ability of frontline agents to up-sell and cross-sell on a single call is vital to a provider’s long-term growth. In fact, every time a customer calls in, agents have the ability to increase sales and drive long-term growth. The key is equipping frontline agents with the information they need to ask the right questions after they have dealt with the initial reason for the call so that they can then add more value.

“Smart technologies like intraday automation will help cable contact centers react to customer demands in real time,” said Matt McConnell, Intradiem CEO. “Those providers who can create an outstanding customer experience with every interaction will gain the competitive advantage in this new consumer-driven environment.”

Organizations can find out if their contact center is prepared with the 2-Minute Cable Provider Customer Experience Assessment available 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