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Reading internal emails or other center communications contributes to 2% of shrinkage, according to a recent Intradiem survey. By allocating time for communications to the agent’s Activity Queue communications are completed during Active Wait time instead.
Intradiem integrates with any third-party application used by the contact center. Utilize Outlook or any internal instant messaging system to quickly disseminate important company information. Intradiem creates Active Wait time, prompts the agent to read email or chat with supervisors – 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 must-read communications to call center agents, on the fly.
Call centers utilize Intradiem to optimize operational efficiencies while ensuring agents remain updated on important internal communications by turning idle time into Active Wait time.
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“I use Intradiem to send materials to agents to review during idle time prior to our weekly huddle. This gives agents more time to digest the material and be more prepared to discuss and ask questions during the huddle.” - Call Center Manager, Wireless Provider |
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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.” - Communications Manager, Healthcare |
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“We want our agents to feel connected to the entire organization. Our company newsletter covers all areas of business and recognizes top contact center performers. We have agents read the newsletter as one of their activity breaks.” - Call Center Director, Insurance |
