DMG Consulting to Discuss Agent Engagement in the Multi-Channel Contact Center

Leading analyst to cover best practices for driving agent success

ATLANTA, GA (December 3, 2013) – Intradiem, the leading provider of intraday workforce management solutions, will host a free webinar on Thursday, Dec. 12, 2013 at 2 p.m. EST. The webinar, “Improve Agent Engagement in Multi-Channel Contact Centers,” will provide in-depth information for addressing personnel issues that can arise within a multi-channel contact center.

Guest speaker Donna Fluss, president of DMG Consulting, will join Intradiem for an interactive web event that will cover best practices to ensure multi-channel contact centers are successful.“

Addressing human factors, including promoting agent satisfaction and engagement, is just as important as building a strong technology foundation in the contact center,” said Fluss. “We see many companies struggling to successfully hire, train, motivate and engage their staff. These issues often take a back seat to higher profile concerns, but they are critical to delivering an outstanding customer experience.”

Webinar attendees will learn actionable takeaways, including:

• Key points for converting phone staff to multi-channel agents
• Do’s and don’ts for multi-channel contact centers
• Best practices for hiring within this complex environment
• Tips for managing millennial agents
• Revolutionary approaches for operationalizing improvements

“As contact channels increase, the best practices for agent engagement also drive the best customer experience,” said Matt McConnell, Intradiem’s CEO. “The workforce has to become more dynamic in response to customer preference, making intraday workforce management even more critical.”

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