Intradiem and DMG Consulting Address Operational Inefficiencies of Multi-Channel Contact Center

Effectively integrating channels is among best practices to improve operations

ATLANTA, GA (November 13, 2013) – Intradiem, the leading provider of intraday workforce management solutions, and DMG Consulting LLC, the leading provider of contact center, analytics and back-office research, market analysis and consulting services, have published a new white paper that discusses how organizations can better manage agents and improve the efficiency in operating the multi-channel contact center.

“The concept of multi-channel contact centers is certainly not new but few companies are doing it right. Many contact centers use different teams to support different channels,” said Donna Fluss, president, DMG Consulting LLC. “However, in their attempt to keep costs low, they’re adding complexity and cost to their operating environment. This white paper addresses how to improve the processes and address the people-related challenges in multi-channel contact centers.”

The white paper, “Best Practices for Managing Agents in Multi-Channel Contact Centers,” helps practitioners decide which channels to support, provides direction on how to best implement a multi-channel approach, and shares mistakes to avoid. The paper also covers hiring practices and managing agents for handling multiple channels.“

Providing multiple channels for customers to connect with your organization is imperative for customer service excellence and maintaining an edge over the competition,” said Matt McConnell, Intradiem’s CEO. “When multi-channel contact centers can react quickly to intraday challenges, they can ensure that properly trained agents are always available to assist customers on their preferred channel of communication. DMG’s paper provides great insight on how to work with agents in this type of environment. And, intraday workforce management technology helps operationalize these initiatives.”

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