Contact center industry leaders gather for Intradiem's customer advisory council

Innovators discuss call centers trends and strategies for improving the customer experience

ATLANTA, GA (September 11, 2013) – Intradiem, the leading provider of intraday management solutions, recently hosted the second meeting of its Customer Advisory Council. The council of contact center leaders serves as a forum to explore industry trends, challenges and strategies impacting today’s organizations.Customer Advisory Council members identified the following as key intraday management issues impacting the contact center:

* Streamlining manual processes for managing intraday staffing

* Reskilling agent profiles and channel balancing

* Creating one office through the seamless blending of back office work with frontline agents

“The council members welcomed another opportunity to have an open dialogue with other executives to compare strategies and understand how organizations are tackling intraday management challenges,” said Matt McConnell, chief executive officer for Intradiem. “These executives are true innovators within their industries and inspire each other to use intraday management technology in increasingly unique ways.”

Intradiem formed the Customer Advisory Council for senior level executives to assemble and discuss trending industry issues as well as collaborate on the product direction of Intradiem’s technology. Senior executives from a diverse range of industries including outsourcing, telecommunications, insurance and financial services attended the second event at the beginning of the summer.“

Ideas shared through the advisory council demonstrate the creativity and dedication these executives have for improving the customer experience,” said McConnell. “Their collective input impacts Intradiem’s product strategy and helps shape our vision in a meaningful way.”

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