Intradiem joins forces with Genesys, revolutionizing customer service at Xperience 2024.

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions for customer service teams, was recently awarded a U.S. patent for its Machine Learning (ML) Burnout and Attrition Indicator solution. The patented technology predicts attrition among contact center agents with 80 percent accuracy, and that rate is expected to climb to 90 percent in 2024. Due to the demand and emotional impact that call center agents experience daily, agent attrition is estimated at 40-70% annually, and some organizations turn over their entire agent populations each year. Replacing a single agent can cost an organization $20,000 to $35,000. Contact center leaders can learn how much attrition costs their organization with this online calculator: https://go.intradiem.com/attrition-savings-calculator-pr

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions for customer service teams, recently announced that Jennifer Lee has been named to the position of President and Co-CEO, which she will serve alongside Founder and Co-CEO Matt McConnell. Lee joined Intradiem in 2015 and has held several key roles at the company, including heading the Customer Success and Strategy teams and most recently as the President and Chief Operating Officer since 2021. Lee is a true veteran of the industry, having held almost every job in customer service over the past 28 years. Before Intradiem, she started in outbound sales for MCI and took customer service and tech support calls for Gateway computers. She later worked as a Team Supervisor, WFM Manager, and Senior Client Services Manager for Alorica before moving into a Senior Vendor Manager role at Direct Energy