Matt McConnell

About Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

The ROI of a Service Culture

Community service is a big part of what we do here at Intradiem. In many ways, it defines our service culture. As the CEO, some of the things I am most proud of are the service projects we have done and the organizations we have supported – and there has been a huge return on [...]

By |November 24th, 2015|Corporate Culture|

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 satisfied and can operate at peak efficiency, things like productivity, performance and customer satisfaction are sure to follow. In other words, that the investment made will be well worth it. A recent [...]

By |April 16th, 2015|Training / Coaching, Workforce Infrastructure|

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 waiting to be served. We call about a billing issue and sit on hold listening to really bad music. We’re given a 4-hour “service window” for when we can expect a [...]

By |December 18th, 2014|Customer Experience, Innovation|

Preventing the Accidental Customer Experience

It turns out, companies that performed worse on the American Customer Satisfaction Index actually performed better in terms of stock market performance. Can you believe it? True, it was an anomaly in 2013, but it happened. Historically, though, companies with higher customer satisfaction ratings actually outperform those with lower customer satisfaction in the stock market. [...]

By |July 10th, 2014|Customer Experience|

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 streaming video services like Netflix, Amazon and Hulu provide viewers with more than just one way to watch their favorite shows. At the same time, telcos have upgraded their networks [...]

By |May 21st, 2014|Customer Experience, Innovation|

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 is that as the economy continues to grow, energy consumption is also increasing. But the flip side is that even though growth is up, the stakes are increasing, because customer [...]

By |May 6th, 2014|Customer Experience, Innovation|

Two Reasons that Prevent the Perfect Customer Experience

A video blog from Matt McConnell, CEO of Intradiem. As consumers, we take for granted that we are going to have to wait to be serviced. We've come to expect it as part of our daily lives – sitting on hold, enduring 4-hour service windows, having to search for a store clerk to help us, [...]

By |April 29th, 2014|Workforce Infrastructure|

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 outstanding customer experience. When customers call in, they are instantly greeted by a knowledgeable agent who can answer their questions accurately and in a timely fashion. There is always the [...]

Who’s Really in the Driver’s Seat in Your Property and Casualty Call Center?

When it comes to the insurance industry, your customers are firmly in the driver’s seat. Keep that top of mind, and you are ready to address new customer-centric call centers challenges to reduce stress for your call center agents and ensure high levels of satisfaction for your customers. The economy is improving, home sales are on the [...]

By |April 2nd, 2014|Customer Experience, Training / Coaching|

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 only clear differentiator. For better or worse, even a seemingly happy customer will make the jump to another brand if they can get a similar product or service easier and [...]