Matt McConnell
Matt McConnell
Matt McConnell is President and CEO of Intradiem. He co-founded Intradiem with the vision to help clients improve the performance of customer service agents with performance support software and services. Today, Intradiem is a leader in its market with more than 330,000 call center agents around the world using Intradiem every day.
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 when frontline employees are...
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 product and end up...
Preventing the Accidental Customer Experience
By Matt McConnell, July 10, 2014 at 9:56 am It turns out, companies that performed worse on the American Customer Satisfaction Index actually performed better...
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 options for cable providers, and...
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 be done. The good news...
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 priority is delivering a consistently...
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 company delivers is often its...
7 Game-Winners for Your Agent Coaching Playbook
As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call centers know that they...
4 Key Issues for Healthcare Services Call Centers as They Enter the Age of the Consumer
Few industries have undergone as much radical change in the past decade as healthcare. The healthcare industry is growing amid extensive regulatory changes including...
Customer Experience: Nurturing Your Customer Ecosystem
You need to make sure that your customer’s end-to-end journey, their customer experience, is seamless as they move from one stage of their buyer’s...
Contact Centers Help Recoup Mind-Share and Wallet-Share in Financial Services
Focusing on improving profitability and competitive positioning is critical in financial services in response to dynamic market and regulatory conditions. With emphasis on these...
What’s the Dis-Service Level in your Multi-Channel Contact Center?
When in the business of serving customers, the most important question you can answer is what do your customers really want? In the contact...
Customer Experience : Are there gaps in your customer journey?
Great customer experience improves customer loyalty, customer referrals, the desire to purchase again and even stock price. So how can you achieve all these benefits?...
The Rewards and Pitfalls of Customer Experience
Customer experience for many industries is worth billions of dollars of incremental revenue every single year and the contact center plays a large role...
What the heck is customer experience exactly?
When I talk with clients and different companies, everyone has a slightly different view of what customer experience means. So, what the heck is...
The Age of the Customer
Is customer experience your company's top focus? Are you really sure? It does not matter how successful your company has been in prior business eras....
How to Empower Your Contact Center Agents
You can't win the heart of customers without first winning the hearts of and fully empowering your agents. This doesn't mean totally spoiling your...
How to Train and Develop Contact Center Agents
One key to ensuring stellar customer experiences is committing fully to agent development. From the first day on the job through years of career...
Contact Center Rewards and Recognition
If you want to improve the experience of your customers, you must inspire your agents to perform in a way that provides the best...
Think differently about running contact centers
There are age-old assumptions about running contact centers. You may be experiencing some roadblocks in your center. You may be trying the same old...