Intradiem Webinar to Examine Impact of Agents on Customer Experience

Intraday automation provider discusses CX as competitive advantage with leading analyst

ATLANTA (Nov. 11, 2014) – Intradiem, the leading provider of intraday automation solutions, will host a free webinar on Tuesday, Nov. 11, 2014, at 2:00 p.m. EST titled, “Back to the Future: Customer Experience Then, Now and Beyond.”

The webinar will cover the evolution of the contact center and provide an in-depth discussion that helps attendees connect agent engagement to the customer experience. With customer experience statistically demonstrated as a competitive advantage, leaders in the contact center space are encouraged to attend and learn about the innovative ways to truly develop agents within a restrictive environment.

Art Schoeller, vice president and principal analyst at Forrester Research, Inc., will join John Wolf, Intradiem’s chief marketing officer, for this live, interactive discussion. Schoeller has more than 35 years of experience supporting application development and helping delivery professionals plan, build and run contact centers for enterprises.

According to a pre-webinar survey conducted by Intradiem, more than half of the responding registrants believe their agents don’t have access to the information and training they need to deliver a great customer experience. When it comes to the challenge of omni-channel customer service delivery, more than one-third feel they can’t respond quickly enough to meet customer demand.

In addition to additional results from this survey, attendees of this webinar will learn:

  • The state of customer experience, then, now and in the future
  • How to equip  frontline employees to handle increasingly complex customer inquiries
  • Keys to staffing, creating and maintaining the omni-channel contact center
  • The latest in CX measurement
“Contact center managers face many different types of challenges when implementing customer experience improvements. It’s not the customer’s problem that agents haven’t received enough training or that the business cannot react quickly enough because the workforce isn’t qualified to meet customer demand on the communication channels offered,” said Wolf. “Intraday automation technology is helping companies overcome these challenges via real-time solutions that help businesses develop great agents within the constraints of their tightly scheduled work days and ensure they can always address customer need.” 

Registration for this free event is available here.

 About Intradiem

Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts. Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience.