Intradiem webinar provides practical tips for improving customer experience

Agent development and contact center operations strategies that improve customer experience to be discussed

Atlanta, GA (April 30, 2013) – Intradiem, the leading provider of intraday management solutions, will host a free webinar on Thursday, May 2, 2013 at 2 p.m. EDT. The webinar, “Look Alive, Contact Center! Deliver Stellar Customer Experiences,” provides information for enhancing the customer experience through thoughtful agent development and innovative operational improvements. 

Guest speaker Greg Levin, founder of Off Center, will share several ways contact center managers can continually assess and evolve their practices. These tips are designed to help prepare agents who handle complex customer inquiries to enhance the customer experience.

“In my experience, top notch contact centers consistently deliver on the promise of the customer experience,” said Levin. “The only way to achieve this is by committing fully to agent development and structuring the contact center’s workforce management systems or teams to be able to support that commitment.”

Webinar attendees will hear how to operationalize customer experience improvements by:

• Using more progressive, customer-centric metrics
• Mastering the art of workforce management
• Sustaining a culture of empowerment
• Committing to agent development
• Rewarding and recognizing agents in meaningful ways
• Configuring your contact center to respond as a living thing

“By efficiently providing customers with service that exceeds their expectations, contact centers can change their role within an organization by having a positive impact on the bottom line, instead of being viewed as a cost center,” said Matt McConnell, chief executive officer of Intradiem. “This must-attend webinar will cover practical ways to achieve this shift.”

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