Harte Hanks Increases Occupancy


Get Case Study
Sprint Enhances Service and Reduces Costs

Intraday Automation Paves the Way

Get Case Study

The General Improves FCR and Service Delivery

Intraday Automation Makes it possible
Get Case Study

Challenge the Status Quo

Yesterday’s contact centers are bound by data overload, and manual monitoring and reactions. It's terribly inefficient, and it’s bad for customers and for your business. It’s time for a change.

Start a Revolution

Intraday Automation collects real-time data from your existing systems and instantly triggers workforce adjustments based on rules that you create, dramatically improving service delivery at a lower cost. Time and change delivered.
Some of Our Customers
Intradiem Solutions
Task Management
Real Time Adherence
Alerts & Notifications
Channel Balancing
Intraday Staffing
Learn how Intradiem transforms contact center, retail, back office, field service and bank branch operations.
see the workforces
Our customer-obsessed implementation and success management teams are committed to delivering results.
learn about our services
Our Work
Intradiem improves employee performance and efficiency while building invincible customer experiences.
see our work

Contact Us

Real-time Workforce Puts on a Winning Show

Automating intraday activities such as agent training and communications helps Harte Hanks maximize service levels and keep clients – and their customers – satisfied.

When one of Harte Hanks clients, a large entertainment provider, approached the marketing service firm to support a pivotal new endeavor, Harte Hanks leveraged Intraday Automation to prepare a substantial contact center workforce for immediate action – far exceeding customer expectations and doing so in record time.

Harte Hanks knew that better and more efficient agent training was a necessity, and had identified agent available time but didn't know exactly to put it to use. By automatically monitoring ACD and WFM systems, Intraday Automation prompts agent activity, like product and soft-skills training, crucial communications, and in-event updates, to optimize Harte Hanks’ contact center staff for substantial volume – up to 240,000 calls per hour – during periods requiring very high service levels. 

As a result, Harte Hanks was able to perform at peak levels while protecting profitability and customer experience.

  • Ramped up training to 7,000 agents to manage simultaneous response to global events
  • Exceeded customer performance expectations (SLA) by 430%
  • Increase occupancy by 8%
  • Reduced forecasted average handle time (AHT) by 20%
  • Reduced forecasted average wait time by 10%

Download the Case Study