Blog Post

How Best-in-Class Contact Centers Satisfy Demanding Customers

Aberdeen Research shows an increase in customer demand for more personalized and always available customer service. Businesses that successfully address this challenge accomplish substantial improvements in their agent productivity and utilization results.

Find out how your contact center can improve productivity and give customers the service they deserve in our live, interactive web event featuring special guest, Omer Minkara, Research Analyst at the Aberdeen Group and John Wolf, Knowlagent’s Chief Marketing Officer on Thursday, August 9, 2012 at 1:00 pm EDT.

In this webinar you’ll hear Omer reveal real-world examples, ROI data and more from his recent report on Workforce Management in the Contact Center, including:

  • Implementing a best-in-class workforce optimization framework
  • Reducing the operational expense of agent utilization
  • Empowering agents to improve performance

Sign up for the event today

About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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