Harte Hanks Increases Occupancy

Intraday Automation is the Reason Why

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Sprint Enhances Service and Reduces Costs

Intraday Automation Paves the Way

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The General Improves FCR and Service Delivery

Intraday Automation Makes it possible
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Create a Frontline That's Always Prepared

Intraday Automation enables a real-time frontline Workforce
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The Problem

Providing a great customer experience requires a frontline workforce that quickly responds to changing conditions. Unfortunately workforce management solutions require teams to monitor massive amounts of data and manually react when the need arises. This is expensive and ineffective.

Our Solution

Intradiem collects real-time data from your existing systems and instantly triggers workforce adjustments based on rules that you create.  The result is an agile and confident frontline workforce that is always prepared, always productive, and never caught off guard

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Learn how Intradiem transforms contact center, retail, back office, field service and bank branch operations.
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Our Work
Intradiem improves employee performance and efficiency while building invincible customer experiences.
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Real-time Workforce Puts on a Winning Show

Harte Hanks automated intraday activities to maximize service levels and keep clients satisfied.

Harte Hanks leveraged Intraday Automation to prepare a substantial contact center workforce for a time-sensitive initiative – 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 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%
  • Increased occupancy by 8%
  • Reduced forecasted average handle time (AHT) by 20%
  • Reduced forecasted average wait time by 10%

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