Frequently Asked Questions

Intradiem’s automation solution automatically notifies a contact center supervisor or operations manager when the shift start has passed time and the agent has not logged in.

Intradiem’s call center automation solution leverages idle time to deliver required security and compliance training as well as ongoing security and compliance updates.

Contact center managers can conduct a 1:1 home office webcam audit with the agent when call volumes unexpectedly subsite and when the manager is available. The intelligent automation solution integrates with the ACD and WFM to identify the appropriate time by leveraging real-time data.

With call center automation, call center managers set up alerts when agents are spending longer than expected the expected threshold in After Call Work (ACW), Hold Time, and Talk Time, etc.

The intelligent automation will ask the agent if he/she needs assistance when their time spent in a particular agent state (i.e. talk time, hold time, after call work) is longer than expected and passes a predefined threshold. This improve average handle time and reduces contact center operating cost.

The workforce management team can set business rules within the automation platform to email or text available agents who are not working to see if they are available to take calls.

Call center automation identifies and leverages unexpected dips in call volume to meet with agent for one-on-one coaching.

Call center automation sends critical communication updates when call volume permits.

The automation platform leverages rules based decisioning to offer agents a surprise break during low call volume in order to proactively recognize top agent performance.

The intelligent automation solution integrates with the ACD and WFM to read agent schedules, queue data, upcoming assignments and more to identify the appropriate agents to offer voluntary time off when volume is lower than expected OR offer voluntary overtime when volume is higher than expected.

Adherence refers to a metric used to determine whether call center agents work the allowed time on their schedule. Calculating this metric involves determining a percentage value by dividing the scheduled time by the amount actually worked. After accounting for scheduled breaks, businesses should strive to maximize adherence by moving this figure as close to 100 percent as possible. Adherence monitoring provides 24-7 real-time agent monitoring that includes reports on the agent’s state at any time. Since employees may need coaching to improve productivity, adherence monitoring also offers direct agent alerts to help call center staff improve productivity in real-time. Even relatively small gains in average agent productivity can significantly reduce call center costs. At the same time, agents appreciate the alerts because they help them stick to their schedules and meet and exceed individual performance goals.

Employee engagement refers to developing an enthusiastic and committed staff. Engaged employees believe their efforts make a difference to their employers, and in turn, the business supports their continued performance and wellbeing. Employees who feel engaged will constantly seek to please customers, improve their performance, and view their job as more than a means to earn a paycheck. While these motivated employees feel challenged by their work, they also view their company’s success as critical to their own personal success. Employee engagement matters because businesses with an engaged workforce report better performance. This enhanced productivity translates to faster growth, higher customer retention, longer customer retention, and increased earnings and profits. Companies that provide their employees with the best possible experience at work make more money. In contrast, disengaged employees cost the business money because they’re less interested in their jobs, often because they lack the tools to improve their performance.

Call center automation uses rules-based features to enhance employee engagement in three critical areas: employee development, job satisfaction, and performance. The rules allow automatic triggering of crucial employee engagement programs as the employees perform their jobs in real-time. Automated reporting monitors the performance of each agent and the entire call center. Some highlights of the features that will allow for enhanced employee engagement include: The system can automatically trigger such rewards as extra breaks for high-performing agencies during periods of lower call volume. In contrast, it can also automatically alert managers to assist agents with lower overall performance or who appear to struggle with a specific phone call. Automation can identify time for coaching or professional development during low-volume periods. To keep all employees in the loop, managers can even create updates for all agents and send them during a low-volume period. As a benefit to both the call center operation and individual employees, the system can use employee schedules and anticipated future call volumes to make schedules more flexible. It can offer the agents a chance to choose voluntary time off during low-volume periods and voluntary overtime during anticipated peaks in volume.

Intelligent personal assistants serve as virtual assistants to every staff member, whether they work inside a call center or remotely. Intelligent call center automation solutions can keep track of billions of data points from all of a contact center’s core systems, and take intelligent action in real time. With rules in place, the intelligent personal assistant will use the data gathered to trigger actions that support enhanced productivity and engagement for individuals and business. Some examples could include alerts sent directly to agents who exceed time thresholds and automatically scheduling development classes or coaching during optimal times, based upon need and call volume.

In most call centers, management teams spend a lot of time researching, managing, and remediating adherence exceptions. Call center automation can handle these exceptions as they occur instead of later. Essential benefits of real-time management include saving manual effort, enhancing productivity, and offering staff and customers a better experience. Real-time call center management works by monitoring the data center 24-7, including the current agent state. Agents receive real-time alerts to help them improve performance and stay on schedule. Employees enjoy improved productivity and work satisfaction. At the same time, businesses save money that they formerly wasted on low productivity and manual efforts.