Intradiem’s Work from Home Contact Centre Solution Usage Soars
Demand driven by the heightened need for a solution to help organisations manage an increasingly remote service delivery workforce.
London, 20 May 2020– Intradiem, the leader in workforce automation, today announced increased demand for its Work from Home solution after the rapid response to shift agents to a remote contact centre model.
Prior to the Pandemic, companies like MetLife used Intradiem’s Work from Home solution to operationalise a virtual agent and supervisor contact centre model. With the sudden need to perform service delivery in a remote model, demand for and usage of Intradiem’s Work from Home solution has increased dramatically.
“Managing a contact centre operation in a traditional environment is hard enough. Our community shared that trying to execute within a remote agent model becomes even more challenging when you consider processes like communicating with and delivering training to agents, completing coaching sessions, and managing overall KPIs. It becomes almost impossible without evolving and ‘virtualizing’ your processes,” said David Marshall, Intradiem UK Country Manager. “Through Intradiem’s Work from Home Solution, contact centres can automate and flawlessly execute core processes while ensuring agent wellness and connectivity at best-in-class economics.”
British Gas is one of many examples of companies who moved their entire service organisation to work from home and are seeing significant benefit from Intradiem’s Work from Home Solution:
- Automated Well Being Breaks – Headspace, Smiling Minds, etc.
- Automated Supervisor / Agent coaching Sessions
- Automated communications & training delivery
- Automated schedule adherence management & exception updates
- Automated handle time agent assistant and outlier management
Intradiem’s automated Coaching capability has seen a significant uptick in demand as centres strive to stay connected with their frontline. The capability automatically connects Supervisors and frontline Agents. Agents affirm they are connected, engaged and are consistently receiving the development needed to succeed.
Intradiem is the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. Our powerful technology acts as an automated manager for the contact centre with rules triggered in real-time by actual center conditions. We power over 1.2 billion automated actions annually and demonstrate more nearly £100 million in annualized savings across the customer base.