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.

Six Characteristics of Adult Learners
By Matt McConnell | August 27, 2013
The Secret Sauce to Getting WFO Right
By Matt McConnell | July 11, 2013
Crawl, Walk, Then Run: 3 Training Tips to Boost Agent Performance
By Matt McConnell | June 13, 2013
Social Customer Service Is Here to Stay [Video]
By Matt McConnell | March 1, 2013
Warning: Agent Development Webinar for Call Center Outperformers Only
By Matt McConnell | November 1, 2012
3 Steps to Find Your Call Center Efficiency Sweet Spot
By Matt McConnell | October 11, 2012
The 3 P’s of Call Center Management
By Matt McConnell | September 27, 2012
Turnover a New Leaf: How to Reduce Attrition in the Call Center
By Matt McConnell | September 25, 2012
7 Habits of Highly Effective Contact Center Managers
By Matt McConnell | August 2, 2012
Top 10 Reasons Most Contact Center Agents Burn Out
By Matt McConnell | February 20, 2012
The Intersection of Customer Effort and First Call Resolution
By Matt McConnell | November 16, 2011