#contactcenterworld, @intradiem, @planningforum
Atlanta, GA, USA, June 13, 2023 - Intradiem, a provider of intelligent automation solutions for contact centre and back-office customer service teams, earned the 2023 Partnership Award from The Forum for outstanding service in support of its customer, Virgin Media. Specifically, Intradiem reduced Virgin Media’s agent attrition across its front-line agents, leading to better customer service experiences and lower operational costs.
Intradiem was recognised for its outstanding support of Virgin Media’s large-scale automation initiative, which included increased agent training time and improved efficiency. Virgin Media undertook this initiative to modernise its customer service and workforce planning operations, which were based on legacy manual processes.
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"Today’s customers expect it all from frontline agents, from truly hearing the challenges they encounter with a brand to getting their needs met by veering from a script," said Intradiem CEO Matt McConnell. "Using intelligent automation to strengthen the skills and engagement of its frontline agents and reduce costly attrition has helped Virgin Media succeed during a time when finding and keeping top talent is tough."
Posted by Veronica Silva Cusi, news correspondent
Intradiem is a complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office and Retail. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 250,000 frontline workers use Intradiem's solution every day.
About The Forum:
The Forum are widely recognised as an inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offers advice and support, enabling members to make a tangible impact in their organisation and show how the capability of each support function is fundamental to the business, through specialist accreditation, qualifications and standards benchmarking. Our four communities of continuous improvement, sharing best practice and developing new approaches are: • Professional Planning Forum • Quality & Customer Experience Forum • Data, Analytics and Insight Forum • Customer Strategy & Leadership
Published: Wednesday, June 14, 2023
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