“In an initial nine-month period the Intradiem solution raised productivity by 18.4%. Idle time per associate declined by more than 14 hours a month, and the organization realized a 15.4X investment return.”
“With Intradiem’s technology, we have delivered 20% more training sessions regularly than we had delivered prior to moving agents to a remote workforce. Keeping up with agent development and engagement is critical during these trying times. Intradiem makes it easier for us to manage agents while working from home.”
– Rohit Kohli | Head of Resource Planning, Centrica
“Intradiem has been and will continue to be mission-critical technology for managing our contact centers – for the brick and mortar and virtual environments. The ability to monitor and act in real-time is a game-changer for improving operational efficiency and employee engagement.”
– VP, Forecasting, WFM Analytics
“The benefits to our culture were immediate – we were able to deliver eight thousand training sessions and harvest two thousand eight hundred training hours in the first three months. This normally would have required extensive off-phone time and additional full-time employees to achieve the same results.”
– VP, Global Head of Workforce Planning & Resource Optimization
“Increased reliance on automation in the contact center is not an option; it’s a strategic imperative. Customer service delivery is evolving rapidly to satisfy new market demands, and automation is driving that evolution.”
– VP, Contact Center
“Having technology that makes business adjustments consistently and in real-time has had a significant impact on our ability to reduce operational cost without sacrificing agent satisfaction or customer experience.”
– VP, Contact Center
