Intradiem Webinar Series to Focus on Aligning Contact Center Goals and Creating a Real-Time Workforce

Best practices require tools that increase contact center agent productivity, cost-efficiency, without impacting exceptional customer service delivery

ATLANTA (Oct. 28, 2014) – Intradiem, the leading provider of intraday automation solutions, today announced a new Intraday Automation Solutions Webinar Series titled “Align Contact Center Goals,” which will focus on ways to deliver optimum customer service via increased agent productivity and performance.

These 20-minute online events will focus on best practices and technologies that contact centers can leverage to meet both their operational and customer experience goals. The first webinar in the series, “Align Contact Center Goals: Customer Success and Productivity,” will be held at 2:00 pm ET on October 28, 2014, and will focus on real-time staffing. November’s webinar will cover the connection between agent training and customer success. December’s event will discuss the challenges with schedule adherence and maintaining agent development initiatives.

John Wolf, Intradiem’s chief marketing officer, will lead the first of the live, interactive discussions, which will demonstrate how to narrow the gap between operational productivity, agent engagement and successful customer service delivery.

Attendees of the webinar series will learn about a variety of best practices and real-time solutions, including ways to:

Reduce labor costs by automating manual staffing processes
Make informed staffing decisions that align with business goals
Define how agent performance aligns with customer success
Establish new methods to develop, coach and retain agents
Devote more management time to agent development
Respond immediately to exceptions to increase schedule adherence

“Many organizations struggle to balance the productivity of their frontline workforce with operational efficiencies and customer experience,” said Wolf. “No one wants to sacrifice customer experience because the contact center isn’t adequately staffed to meet real-time demand or because agents aren’t prepared to handle today’s customer interaction. Staying ahead of these intraday challenges is essential for organizations to develop exceptional people capable of delivering exceptional customer service.”

Details including dates, times and registration for these free events are available on the Intradiem website:

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

Intradiem Webinar Series to Focus on Aligning Contact Center Goals and Creating a Real-Time Workforce

Best practices require tools that increase contact center agent productivity, cost-efficiency, without impacting exceptional customer service delivery

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