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Author: Matt McConnell

By Matt McConnell
in Corporate Culture
on Nov 24, 2015

The ROI of a Service Culture

Community service is a big part of what we do here at Intradiem. In many ways, it defines our service...

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By Matt McConnell
in Training / Coaching
on Apr 16, 2015

Investing in Your Frontline Workforce is Good for Business

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that...

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By Matt McConnell
in Customer Experience
on Dec 18, 2014

What Does Customer Service Wait Time Cost You?

When it comes to customer service, wait time is downright evil. It’s just ridiculous that we pay companies for their...

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By Matt McConnell
in Customer Experience
on Jul 10, 2014

Preventing the Accidental Customer Experience

It turns out, companies that performed worse on the American Customer Satisfaction Index actually performed better in terms of stock...

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By Matt McConnell
in Customer Experience
on May 21, 2014

Customer Experience: Cable Companies are No Longer the Only Show in Town

For the cable industry, competition has significantly increased over the past five years. Customers in many areas now have multiple...

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By Matt McConnell
in Customer Experience
on May 6, 2014

Customer Service Delivery in the Utilities & Energy Sector: Some Good News and More Work Ahead

For the utilities industry, recent years have brought good news along with the realization that there is still work to...

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By Matt McConnell
in Workforce Infrastructure
on Apr 29, 2014

Two Reasons that Prevent the Perfect Customer Experience

A video blog from Matt McConnell, CEO of Intradiem. As consumers, we take for granted that we are going to...

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By Matt McConnell
in Best Practices / Metrics
on Apr 24, 2014

A Real-time Frontline Workforce: Getting the Right People, in the Right Place, at the Right Time

(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top...

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By Matt McConnell
in Customer Experience
on Apr 2, 2014

Who’s Really in the Driver’s Seat in Your Property and Casualty Call Center?

When it comes to the insurance industry, your customers are firmly in the driver’s seat. Keep that top of mind,...

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By Matt McConnell
in Corporate Culture
on Mar 24, 2014

Create Loyal Customers ‘On the Fly’ With a Real-Time Workforce

(This blog post first appeared on WIRED Innovation Insights on March 10, 2014.) In today’s market, the ongoing customer experience a...

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