Benefits

Increase Productivity, Improve Performance and the Overall Customer Experience

In the contact center, the one thing you can always count on is change.

Call volume spikes, leaving you understaffed. Other times volume is low, leaving agents idle at their desks unproductively waiting for the next call. Training and other off-phone work is often cancelled to keep from negatively impacting service levels. Queue assignments can’t keep up with changing agent skills and performance. Ultimately the customer experience suffers as a result.

Intradiem empowers you to immediately and consistently respond to unpredictable events and changing conditions with a collection of business reflexes that include:

• Task Management
• Intraday Staffing
• Queue Management
• Alerts and Notifications

Instead of manually reacting to change, Intradiem provides intraday management technology that allows you to respond to fluctuating conditions with specific actions resulting in labor savings, improved employee performance, and a better overall customer experience.

These benefits can exceed 20% of a frontline organization’s operating budget.

Intradiem has a direct, positive impact on:

• Productivity – Intradiem delivers off-phone activities during natural downtimes in call volume, reducing the amount of time agents sit idle, and allows you to automatically offer voluntary time off when call volume varies significantly from forecast.
• Performance – Intradiem improves agent performance by delivering prioritized content that ultimately improves performance metrics such as First Call Resolution (FCR), Average Handle Time (AHT), customer satisfaction and more. Queue assignments always reflect the most recent skills.
• Customer Experience – Agents receive the critical training and coaching they need to more effectively handle customer interactions. Their  queue assignments are always up to date, based on their individual skills and qualifications. There are enough agents to handle call volume, and they have the knowledge, skills and confidence to deliver a better overall customer experience.