Consistent Customer Experience is Critical in multi-channel contact centers, finds Intradiem and industry experts

Thought leadership white paper delves into the customer experience and the vital role of intraday management

ATLANTA, GA (September 25, 2013) – Intradiem, the leading provider of intraday management solutions, has published a new white paper featuring insights from customer relationship experts: Melissa Kovacevic, customer experience consulting and coaching expert; Greg Levin, author of Full Contact: Contact Center Strategies and Practices that Make an Impact; and Flavio Martins, customer experience expert and author of Win the Customer blog.“

There is so much parity and equality in products and services today that customer service and the customer experience are really the big differentiators,” said Levin. “The question becomes how you will distinguish yourself – not just in your mission statement, but by proving it in your actions.”

The white paper, “Ask the Customer Experience Experts,” addresses the importance of preserving and improving the customer experience. These experts approach customer experience with the understanding that it is the sum of all interactions a customer has with a brand. The paper describes how companies can deliver positive customer experiences by thoroughly understanding the customer and being proactive and consistent.

“Our customers operate real-time businesses, and they know that consistently providing the best customer experience is a competitive differentiator for them,” said Matt McConnell, chief executive officer of Intradiem. “They need their frontline, customer facing workforce to be readily available through whatever channel the customer prefers – social media, phone, web chat, or email – and respond quickly with the knowledge needed to answer the customer.”

By using intraday management technology, Intradiem’s customers create an agile workforce who can deliver the right response through the right channel. To learn more about creating a consistent customer experience with intraday management solutions, download the free white paper 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