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Author: Matt McConnell

By Matt McConnell
in Blog
on Feb 15, 2022

Mission 2022: Invest in Tech to Fortify Employees, Not Replace Them

As 2022 advances, I hope we’ll see the pandemic weaken, the economy strengthen and consumers thrive. These past two years...

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By Matt McConnell
in Blog
on Oct 5, 2021

Foster Innovation by Prioritizing People

I created Intradiem in 1995 to solve what I thought was a fascinating problem: call centers were engaged in a...

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By Matt McConnell
in Blog
on Jan 25, 2021

Humans and Technology Intersect at the Future of Customer Service

Every few years, a new customer service channel arrives on the scene with claims that this technology will be the...

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By Matt McConnell
in Blog
on Nov 18, 2020

Podcast: Exploring the Data Disconnect Facing Contact Centers

Contact centers create enormous amounts of real-time data that could be leveraged to drive maximum levels of productivity. Yet, most...

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By Matt McConnell
in Best Practices / Metrics
on Oct 14, 2020

The Call Centers’ Missing Link Between Insights and Actions

Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that...

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By Matt McConnell
in Blog
on Sep 14, 2020

Intradiem CEO names the age-old customer service problem that’s gotten worse as agents work from home

Matt McConnell was recently talking to one of his customers, which he described as a large, well-known bank, about when...

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By Matt McConnell
in Blog
on Sep 4, 2020

What compassionate leadership during a crisis means in business

As Covid-19 continues, we're seeing devastating impacts for organizations across the city, forcing many tech leaders to make difficult decisions...

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By Matt McConnell
in Blog
on Aug 7, 2020

Exploring the Value of the Human Touch in a Global Crisis

The shift to our new reality can feel lonely for those quarantining alone or used to frequent engagement with friends...

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By Matt McConnell
in Blog
on Jul 28, 2020

Call Center Conundrum: The Future is Flexibility

The world of customer experience is at a crossroads. Particularly for call centers, COVID-19 has served as the inflection point...

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By Matt McConnell
in Agent Engagement
on Jun 29, 2020

Why We Need to Stop Saying the Call Center Is Dead

We have long heard the death of the call center is near, but are these claims actually valid? Articles dating...

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