Activity Types

Complete Off Phone Activities During Active Wait Time

Improve agent productivity and reduce the cost of shrinkage at the same time. Take the activities that contribute to your shrinkage numbers and deploy them during idle time.

Here’s how it works: Intradiem's productivity platform is designed to improve call center performance by creating an activity queue that provides agents’ off-phone activities via a personalized, prioritized to-do list. Small pockets of idle time between customer interactions are identified across all agents. This time is then aggregated into larger blocks of free time for selected agents. Then, prioritized off-phone work is dynamically delivered to call center agents, on the fly.

With Intradiem, the following activities can be completed during Active Wait Time:

• Training –ongoing, individual and broader content
• Coaching – call reviews, one-on-one’s, performance management, scorecard review
• Back Office - claims processing, application processing
• Communications – internal “must-read” email, agent-supervisor chat
• After-call work – call follow-up, research
• Administrative tasks – projects, employee paperwork
• Social & informal learning – forums, blog, and knowledge base review
• Human Resource initiatives  – attendance management, corrective action, performance reviews
• Assessments – skill, trait, and competency assessments for existing employees and candidates