For this healthcare organization, meeting customer needs, keeping employees on track, and dealing with rising business pressures to keep costs low was overwhelming.
Relying on manual processes compounded these issues, due to the dynamic nature of their environment. They needed a way to address and solve these long-standing contact center challenges.
By using advanced intraday automation to address these challenges, the WFM team made significant impact quickly. For example, the team set up alerts to notify the agents spending too much time in ACW that they were out of compliance.
In a few short weeks, the average time spent in ACW dramatically reduced. The ripple effect of that real-time adjustment lead to the improvement in availability, occupancy, and handle time.
Sample Use Cases
Manager & Adherence Assistant
▸ ACW Assistant
Value to Date
▸ Material gains – increased availability, decreased handle time and shrinkage
▸ Agent adherence improvement and reduced ACW time
▸ Improved ESAT
▸ Agent: “Before Intradiem, my adherence was always out of control. Now it’s under control.”
▸ Consistent service level attainment