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According to a recent Intradiem survey, 8% of shrinkage is contributed to administrative tasks. By placing tasks like paperwork into the agent’s Activity Queue these tasks are completed during Active Wait time instead.
Intradiem integrates with any third-party application used by the contact center. Utilize any internal system for completion of administrative tasks. Intradiem creates Active Wait time and prompts the right agent to begin their work – while monitoring call volume and service levels to make sure the contact center remains in compliance. Our productivity platform is designed to improve call center performance by dynamically delivering administrative tasks to call center agents, on the fly.
Call centers utilize Intradiem to optimize operational efficiencies, while still accomplishing administrative tasks by turning idle time into Active Wait time.
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“I use Intradiem to remind agents to login to rarely used applications so their passwords don’t expire. In the past when the time came for an agent to use a certain application, their password was likely expired due to lack of use; they had to wait until someone from my department could reset it. Now those types of tickets are down 70%.” - Director of Information Technology, Global BPO |
