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About The Author

Matt McConnell
Email matt.mcconnell@intradiem.com

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. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. Intradiem is the leader in intraday management solutions for contact centers. Its patented intraday management technology increases agent performance and productivity by making idle time useful, enabling agents to work on personalized and prioritized activity queues consisting of training, coaching, communication and other off-phone activities. Intradiem’s solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 agents and managers around the world use Intradiem’s solutions every day. Learn more about Intradiem at www.intradiem.com.

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