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.
Mastering the Art and Science of Workforce Management
You can help agents deliver stellar customer experiences by mastering the art and science of workforce management. The most successful centers make the agents'...
Six Characteristics of Adult Learners
Malcolm Knowles adapted the theory of Andragogy, teaching strategies for adult learners, to adults learning in the 1970s. Knowles' Andragogy outlines theoretical and practical...
Ensuring Your Top Performers Get What They Crave
Industry-wide, agent attrition is high, hovering around 30%. Not only is this expensive in terms of hard costs like recruiting, hiring, new hire training...
The Call Center Self-Service Effect
The call center self-service effect is increasing the percentage of problem calls that agents are handling. Customers have tried self service, but weren't able...
The Secret Sauce to Getting WFO Right
Call centers spend a lot of time and resources analyzing the forecast based on historical trends and complex algorithms to determine the exact number...
8 Boredom-Busting Ideas to Improve Agent Retention
If doing the same thing 50-75 times a day sounds intellectually stimulating, stop reading. Still there? Since many of you may have begun your career...
The Contact Center Intraday Shuffle [INFOGRAPHIC]
In a recent industry poll, we asked call center leaders how they handle intraday management challenges. The survey was conducted in conjunction with an...
Improve Agent Workforce Productivity by Managing Your Call Center like a Basketball Team [Video]
Agents are logged in for some of the day (on-field) and logged off at other times (off-field). But even when they are logged in...
3 Contact Center Conference Takeaways
Intradiem was a proud sponsor of the Contact Center Conference & Expo held in San Diego March 18-20. The show was nothing short of...
Social Customer Service Is Here to Stay [Video]
Here's a reality check. Today, Facebook has more than one billion active monthly users. Twitter boasts 500 million users and more than 200 million...
10 Great Customer Service Quotes
Sixty percent of customers believe businesses have not increased their focus on providing good customer service. That is a 5% increase from last...
4 Statistics to Improve Customers’ Love-Hate Relationship with Customer Service
By Matt McConnell, February 14, 2013 at 10:00 am Let's be honest. Customers have a love-hate relationship with customer service. Considering one phone call can...
5 Tips to Boost Agent Performance Training
Most of the traditional methods used to manage agent performance just aren't working anymore for many contact centers. The ongoing operational demands, combined with...
It’s Time for Change in the Contact Center
I need it faster. Work smarter. Do this cheaper. The amount of pressure placed on contact centers to operate faster, smarter and cheaper has increased...
5 Ways to Thank Your Customers
During this time of year, everyone reflects on how grateful they are for loved ones and all the things that make life special. Companies...
3 Steps to Find Your Call Center Efficiency Sweet Spot
There's no getting around it — the role of a workforce manager is tough. Whether it's the daily tug-of-war between service levels and enterprise...
The 3 P’s of Call Center Management
You hired your agents for one primary job: to interact with your customers, handle their inquiries, and be strong representatives of your company. But, unfortunately,...
Turnover a New Leaf: How to Reduce Attrition in the Call Center
The call center agent's job isn't an easy one. In addition to their primary job – interacting with customers and keeping them satisfied – agents...
7 Habits of Highly Effective Contact Center Managers
The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional progress resulting in growth,...
Not So Idle Thoughts on Recycling Idle Time
Recent talk in the industry takes exception with the concept of making idle time productive by suggesting there isn't really much idle time to...