ATLANTA – March 12, 2014 – Intradiem, the leading provider of intraday management solutions, hosted the third meeting of its Customer Advisory Council in February. The council consists of contact center leaders and serves as a forum for the group to explore industry trends, challenges and strategies impacting today’s organizations.
Customer Advisory Council members identified the following scenarios where intraday management technology can positively impact the contact center:
- Proactively and automatically assign activities based on agent performance in order to provide ongoing and personalized agent development; keeping agents engaged and ready for challenging customer inquiries
- Integrate back-office work into the contact center, creating one office that streamlines processes and positively impacts the customer experience
- Find more efficient methods, such as automated reskilling or intraday channel balancing, to ensure properly trained agents can be consistently and readily available to engage with customers
“The council members utilized the opportunity to discuss contact center intraday management challenges as a group and learn how other executives approach and creatively resolve issues that can impact the customer experience,” said Matt McConnell, chief executive officer for Intradiem. “These executives are true innovators within their industries and inspire each other to use intraday management technology in increasingly unique ways.”
Intradiem formed the Customer Advisory Council in 2012 for senior level executives to assemble and discuss trending industry issues as well as collaborate on the product direction of Intradiem’s technology. Senior executives from a diverse range of industries including healthcare, outsourcing, telecommunications, insurance and financial services attended the third event last month.
“Improving the customer experience is a huge priority for everyone involved in the advisory council,” said McConnell. “Learning more about the strategies and practices employed by each member shapes Intradiem product strategy in a way that can help companies have a positive impact on the customer experience.”
Intradiem is the leader in intraday management 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. This ensures front-line workforces are poised to react to whatever the market throws their way. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day. For more information, call 888-566-9457 or visit www.intradiem.com.