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According to a recent Intradiem survey, 8% of shrinkage is contributed to after-call work, which includes call follow-up, call research or call backs. By assigning call follow-up tasks to the agent’s Intradiem Activity Queue these tasks are completed during Active Wait time instead.
Intradiem integrates with any third-party application used by the contact center. Utilize your CRM system or any internal system for completing after call work. Intradiem creates Active Wait time and prompts the agent to begin call follow-up or research activities, 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 after-call work sessions to call center agents, on the fly.
Call centers utilize Intradiem to optimize call center operations while ensuring agents complete necessary after call work by turning idle time into Active Wait time.
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“Priority, must-read communications can be cumbersome for our agents. We use Intradiem for our agents to read urgent communications. Agents receive the information they need quickly without having to schedule time to read the information.” - Senior WFM Analyst, Insurance |
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“When agents need to make follow-up calls, we use Intradiem to find the right time for them to complete the task within our CRM application.” - Call Center Manager, Major Wireless Provider |
