Intradiem Webinar to Focus on Ways to Develop Emotionally Intelligent Agents

Emotional Intelligence expert to share best practices for contact centers

ATLANTA (Sept. 4, 2014) – Intradiem, the leading provider of intraday automation solutions, will host a free webinar on Wednesday, Sept. 10, 2014, at 2 p.m. EDT titled “Don’t Just Fill Seats: Create High EQ Agents.”

The webinar will share best practices on how contact centers can develop emotionally intelligent (EQ) agents in order to improve empathy, reduce repeat contacts and ultimately improve the customer experience.

Certified EQ practitioner, contact center auditor and employee retention specialist Jim Rembach, senior vice president at Customer Relationship Metrics, will join John Wolf, Intradiem’s chief marketing officer. This live, interactive discussion, will help contact center professionals identify new ways for developing high EQ contact center agents.

“Companies that are excelling know how to generate customer loyalty by unlocking emotions. Emotional intelligence is the key to the customer experience,” said Rembach. “Therefore, contact centers have a massive opportunity to increase their value to their company by developing emotionally intelligent agents.”

Attendees of this webinar will learn:

• Why a contact center’s current metrics may be driving negative behavior
• Why traditional contact center practices prevent the development of EQ agents
• Five factors for creating EQ agents
• Practical advice for turning ‘bodies in seats’ into agents with brains.
• Why a contact center’s current metrics may be driving negative behavior

“In today’s customer-centric market, companies need the right tools in place to develop agents and do more than fill contact center seats,” said Wolf. “When organizations learn how to leverage intraday automation technology to carve out time to develop knowledgeable agents, they’re one step closer to creating a successful frontline workforce capable of reacting to customer concerns and inquiries in real time.”

Registration for this free event is available here.

To view a social media version of this news release, visit 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