Intradiem CEO to speak at two contact center conferences

Company to present use of intraday management to drive contact center productivity

Atlanta, GA (March 14, 2013) – Intradiem, the leading provider of intraday management solutions, announces its participation and speaking engagements at two conferences this month: The Contact Center Conference & Expo organized by the Contact Center Association (CCA), March 18-21 and the Society for Workforce Planning Professionals (SWPP) Annual Conference, April 9-11.

At the CCA Spring Conference in San Diego, Matt McConnell, president and chief executive officer of Intradiem, will give a presentation titled, “What Separates Great from Average Contact Centers? 3 Things You Ought to Know.” This discussion will share data from a recent Aberdeen report and provide insights on what organizations should do to distinguish their contact center as “best-in-class.” The presentation will take place on Tuesday, March 19, from at 4-5 p.m. as a part of the Performance Management Track.

McConnell’s session at the SWPP Annual Conference in Nashville, “Have Your Cake and Eat It Too: How The General Insurance Improved Operational Efficiencies and Increased Agent Engagement” is a case study presentation with Wade Clark from The General. They will discuss how The General was able to find extra time for training agents without negatively impacting service levels. The workshop will take place on Wednesday, April 10, from 3-4:15 p.m.

“Savvy contact center professionals are rethinking the way they do business to dramatically improve productivity as well as customer experience,” said McConnell. “I’m excited to share recent data and co-present with leaders utilizing innovative solutions to drive operational and performance improvements, which is essential for contact centers looking to enhancecustomer experience.”

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