Intradiem webinar provides insights for contact centers to overcome attrition

Practical approaches to coaching and workforce management to be discussed

Atlanta, GA (May 30, 2013) – Intradiem, the leading provider of intraday management solutions, will host a free webinar on Thursday, June 6, 2013 at 3 p.m. EDT. The webinar, “2 Ways out of the Attrition Ditch,” provides information on how contact centers can proactively deal with attrition through better coaching and workforce management practices. 

Guest speakers Melissa Kovacevic, contact center and customer engagement consultant and Vicki Herrell, executive director at the Society of Workforce Planning Professionals, will share practical advice for driving positive changes within the contact center organization that will help reduce the cost associated with agent attrition.

“In my experience, leaders in the contact center space can greatly benefit from avoiding the cookie cutter approach to coaching,” said Kovacevic. “Contact centers can dramatically improve their attrition rate by following clearly defined, yet personal and practical approaches when working with their agents, and then by recognizing efforts made to improve their performance and engagement with customers”

“We’ll be discussing workforce management survey data that gauges agent satisfaction,” said Herrell. “A large part of the attrition problem is around staffing or scheduling, and many details – from processes for shift bids, requests for time off and rescheduling – to types of shifts offered and lengths of breaks are all factors impacting agent satisfaction and attrition.”Webinar attendees will hear how to operationalize customer experience improvements by:

• Identifying and resolving workforce management practices that contribute to the drudgery of attrition
• Coaching to engage, motivate and show value to agents, especially Gen Y
• Adding variety to your agents’ day and turning your center into a desirable place to work

“Now more than ever, attrition is a pertinent issue as agent satisfaction has a direct impact on the customer experience,” said Matt McConnell, chief executive officer of Intradiem. “We will cover practical ways to effectively incorporate the coaching and workforce management tactics that Melissa and Vicki will cover in this must-see presentation.”

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