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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.

Revising Forecasted Schedules: Survey Results of WFM Professionals Part 2

In a previous post, we covered the issues that workforce managers reported as their top challenges for 2012. Not surprisingly, the need to balance...

The Hero and Villain of Contact Center Performance: 3 Lessons Learned from Batman

In the spirit of the new Batman movie, The Dark Knight Rises, I believe there a number of lessons we can learn from the...

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