Author Archives: Matt McConnell

Matt McConnell is Chairman and CEO of Intradiem. He founded the company in 1995 with a vision of reinventing customer service through automation and artificial intelligence. Today, Intradiem is the leading provider of Intelligent Automation solutions for customer service teams. Matt graduated from The Georgia Institute of Technology with a Bachelor of Science degree in Industrial and Systems Engineering.

Investing in Your Frontline Workforce is Good for Business
By Matt McConnell | April 16, 2015
What Does Customer Service Wait Time Cost You?
By Matt McConnell | December 18, 2014
Customer Service Delivery in the Utilities & Energy Sector: Some Good News and More Work Ahead
By Matt McConnell | May 6, 2014
A Real-time Frontline Workforce: Getting the Right People, in the Right Place, at the Right Time
By Matt McConnell | April 24, 2014
7 Game-Winners for Your Agent Coaching Playbook
By Matt McConnell | March 18, 2014
4 Key Issues for Healthcare Services Call Centers as They Enter the Age of the Consumer
By Matt McConnell | March 10, 2014
Customer Experience: Nurturing Your Customer Ecosystem
By Matt McConnell | February 17, 2014
What’s the Dis-Service Level in your Multi-Channel Contact Center?
By Matt McConnell | January 16, 2014
What the heck is customer experience exactly?
By Matt McConnell | December 3, 2013
How to Train and Develop Contact Center Agents
By Matt McConnell | November 7, 2013
Contact Center Rewards and Recognition
By Matt McConnell | October 31, 2013
Mastering the Art and Science of Workforce Management
By Matt McConnell | October 22, 2013