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4/2/2015
Intradiem named as an Atlanta Top Workplace
Intradiem is honored to announce its recognition by The Atlanta Journal-Constitution (AJC) as a Top Workplace within the “Top 75 Small Businesses” category.
Read full story here2/25/2015
Intradiem and Harte Hanks to Present at Argyle Executive Forum’s 2015 Customer Care Leadership Forum
Intradiem and Harte Hanks, one of the world’s leading customer experience management organizations, will lead a joint presentation entitled “Strategic Workforce Transformation - A Roadmap for the Future” at this week’s Argyle Executive Forum 2015 Customer Care Leadership Forum in Dallas that will educate attendees on how improving the customer experience can be accomplished while reducing costs.
Read full story here2/18/2015
Intradiem announces strategic partnership with SSA Solutions
Intradiem announces a new strategic partnership with SSA Solutions, a premiere contact center consulting firm specializing in workforce management and operational modeling, which brings together SSA Solutions’ expertise with Intradiem’s real-time intraday automation solution to help companies improve productivity, decision-making and operational efficiencies in the contact center.
Read full story here1/27/2015
More than 50 of the World’s Largest Companies Now Use Intradiem’s Flagship Intraday Automation Software
Intradiem announces that revenue grew by 27 percent in 2014, driven by 8 of the Fortune 100 implementing Intradiem’s SaaS-based Intraday Automation software to modernize their contact center and back office operations.
Read full story here1/20/2015
Intradiem Achieves Significant 2014 Milestones and Growth in the United Kingdom
Intradiem announces significant business growth in the United Kingdom in 2014, expanding its customer footprint in the UK by signing several large brands and expanding its partnership with IP Integration.
Read full story here11/11/2014
Intradiem Webinar to Examine Impact of Agents on Customer Experience
Intradiem will host a free webinar on Tuesday, Nov. 11, 2014, at 2:00 p.m. EST titled, “Back to the Future: Customer Experience Then, Now and Beyond,” featuring Art Schoeller of Forrester Research, which will cover the evolution of the contact center and provide an in-depth discussion that helps attendees connect agent engagement to the customer experience.
Read full story here11/4/2014
Intradiem Extends Culture of Service in the Eighth Serve@Work Program
Intradiem is gearing up for High Tech Ministries’ 2014 Fall Serve@Work program with a series of projects at 7 Bridges to Recovery, a local shelter for women and children, on November 6-8, 2014.
Read full story here10/28/2014
Intradiem Webinar Series to Focus on Aligning Contact Center Goals and Creating a Real-Time Workforce
Intradiem announces 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.
Read full story here10/21/2014
Intradiem Sponsors Annual ContactBabel Report, “The UK Contact Centre Decision-Makers' Guide 2014”
Intradiem announces its sponsorship of the UK Contact Centre Decision-Makers' Guide 2014, published by ContactBabel, the leading analyst firm for the contact centre industry. The annual report examines the performance, operations, technology and HR aspects of UK contact centre operations.
Read full story here9/30/2014
Intradiem Webinar to Focus on Use of Gamification in Contact Centers
Intradiem will host a free webinar on Wednesday, Oct. 8, 2014, at 2:30 p.m. EDT titled, “Leveraging Gamification to Drive Contact Center Results” and featuring Donna Fluss of DMG Consulting , to share best practices on how contact centers can utilize gamification to motivate and engage agents within the constraints of their tightly scheduled work days.
Read full story here9/4/2014
Intradiem Webinar to Focus on Ways to Develop Emotionally Intelligent Agents
Intradiem 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,” featuring certified EQ practitioner, contact center auditor and employee retention specialist Jim Rembach, to focus on how contact centers can develop emotionally intelligent (EQ) agents in order to improve empathy, reduce repeat contacts and ultimately improve the customer experience.
Read full story here8/28/2014
Intradiem and EPIC Connections Create Strategic Relationship
Intradiem has announced that it has entered into a strategic relationship with EPIC Connections (EPIC), a prominent contact center consulting and outsourcing firm, coupling EPIC’s strategic consulting services and Intradiem’s intraday automation solution to provide contact center managers with the right tools and knowledge to effectively prepare their agents for any kind of customer interaction, across all communication channels, while maintaining operational efficiencies.
Read full story here8/20/2014
Intradiem Partners with Call Center Experts for Thought-Leadership Panel
Intradiem announces the newest members of its “Real-time Frontline” thought leadership panel, as well as recognizes returning veterans, who partner with Intradiem to provide tips and best practices for maximizing intraday automation in the contact center as well as the customer experience and agent performance.
Read full story here8/7/2014
New Executive Report Reveals Call Center’s Commitment to Customer Satisfaction
Intradiem CEO Matt McConnell is featured in Call Center IQ’s (CCIQ) executive report on call center performance, which cites customer satisfaction as the call center’s primary objective in today’s customer-centric landscape.
Read full story here8/4/2014
Intradiem to Discuss Agent Engagement, Intraday Automation at CCNG Conference
Intradiem announces its speaking engagement and participation at the CCNG Contact Center Executive Summit, August 4-5, 2014.
Read full story here6/24/2014
Intradiem Continues Expansion of Leadership Team with Two New Board Members
Intradiem has announced that it has added customer experience pioneer Larry Freed and corporate veteran Timothy Mann, Jr. to its board of directors.
Read full story here6/18/2014
Intradiem Examines Customer Experience Impact on Cable Providers in Consumer-Driven Market
Intradiem 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.
Read full story here6/12/2014
Learn How to Proactively Manage the Customer Experience in Intradiem Webinar
Intradiem announces that it will will host a free webinar on Tuesday, June 17, 2014, at 2 p.m. EDT titled “Preventing the Accidental Customer Experience.” The webinar will share best practices on how contact centers can proactively and intentionally design and manage the customer experience.
Read full story here6/10/2014
Aberdeen Group Report Cites Intraday Management as Key Differentiator of Leading Contact Centers
Intradiem is making available a new report by the Aberdeen Group that cites intraday management technology as a critical component of workforce optimization (WFO) success. It also ranks improving the customer experience as the top objective driving contact center WFO programs.
Read full story here5/29/2014
Intradiem Examines Customer Experience Impact of Increased Regulation and Consumer-driven Market on Energy and Utility Providers
Intradiem issues a review of the top customer experience challenges in the energy and utilities industries. Contact center leaders in these industries who can overcome these challenges will drive performance improvements and ultimately increase competitive advantage.
Read full story here5/28/2014
Intradiem Names Jin Huang Chief Technology Officer
Intradiem announced that it has named Jin Huang as the company’s new chief technology officer. In this role, Jin will be responsible for the architecture, engineering and quality assurance of Intradiem’s solution.
Read full story here5/13/2014
Learn How to Prioritize Real-Time Monitoring and Coaching in Intradiem Webinar
Intradiem 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.
Read full story here5/6/2014
Intradiem to Support 7 Bridges to Recovery in Spring Serve@Work Program
Intradiem is gearing up for High Tech Ministries’ 2014 Spring Serve@Work program with a series of projects at a local shelter for women and children May 6-8, 2014.
Read full story here4/29/2014
Intradiem Featured in Annual DMG Consulting Workforce Management Report
Intradiem is featured in the seventh annual Contact Center Workforce Management Market Report, published by DMG Consulting LLC, the leading provider of contact center, back office and real-time analytics market research and consulting services.
Read full story here4/23/2014
Intradiem Joins Senior Executives from around the World to Share Ideas and Best Practices for Improving the Customer Experience
Intradiem will join senior executives from around the world this spring to share innovations and research around improving the customer experience.
Read full story here4/9/2014
Intradiem Examines Customer Experience Impact of Pressures on Property and Casualty Industry
Intradiem issues a review of the upcoming top customer experience challenges of the insurance services industry. Property and casualty contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive intraday management improvements within their organizations.
Read full story here3/26/2014
Intradiem to Present Benefits of Intraday Management Technology at Upcoming Conferences
Intradiem announces its speaking engagement and participation at upcoming conferences: The 2014 Annual SWPP Conference, April 15-17 and the 2014 Customer Care Leadership Forum: Spring Event, April 8.
Read full story here3/19/2014
Customer Experience Pressures on Healthcare Industry Examined by Intradiem
Intradiem issues a review of the 2014 top customer experience challenges of the healthcare services industry. Healthcare contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive intraday management improvements within their organizations.
Read full story here3/12/2014
Intradiem Hosts Customer Advisory Council for Contact Center Industry Innovators
Intradiem hosted the third meeting of its Customer Advisory Council in February. The council consists of contact center leaders and serves as a forum for the group to explore industry trends, challenges and strategies impacting today’s organizations.
Read full story here3/5/2014
Intradiem Insights Features Top Contact Center Trends, Topics to Watch
Intradiem 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.
Read full story here3/4/2014
eg solutions and Intradiem Partner to Strengthen Workforce Optimisation Offerings
Intradiem and eg solutions plc, a global back office optimisation software company, today announce their strategic partnership, which strengthens the workforce optimisation market.
Read full story here2/20/2014
Intradiem Expands Global Reach through Workforce Optimization Specialist Call Design Partnership
Intradiem and Call Design Inc. have partnered to improve contact center productivity, agent performance and the customer experience for organizations in North America, Europe and Asia/Australia by leveraging both intraday management and workforce optimization technologies.
Read full story here2/6/2014
Ventana Research to Share Research and Best Practices for Next Generation Customer Experience Programs in Intradiem Webinar
Intradiem will host a free webinar on Wednesday, Feb. 26, 2014 at 1:00 p.m. EST. The webinar, “Preparing Multi-Channel Centers for Next-Gen Customer Engagement,” will provide information about how companies leverage innovative technologies and practices to create higher customer engagement in multi-channel contact centers. Free registration is available here.
Read full story here2/6/2014
Intradiem Discusses Top Challenges in Financial Services Industry
Intradiem issues the 2014 top challenges of the financial services industry. Financial services contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive improvements within their organizations.
Read full story here1/28/2014
Vivint Uses Intradiem to Address Fast-Changing Business by Preparing Agents with Real-Time Development
Intradiem and Vivint, the nation’s leading home automation services company announce Vivint’s results from its deployment of Intradiem.
Read full story here1/15/2014
Intradiem Shares Insights on Contact Center Trends to Watch in 2014
Intradiem announced the top five contact center trends to watch in 2014. Understanding these trends will help contact center leaders keep priorities like customer experience in mind as they implement tactics and strategies to meet 2014 goals and objectives.
Read full story here
