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How to Make 2017 Your Best Year Yet with Intraday Automation

Published: January 26, 2017 | By: Adrienne Sallerson

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes in your center to ensure success. Reflecting on the past, think about the areas that could be improved to bring your operations to the next level. Is it agent training and development? Meeting service level goals? Ensuring employee compliance?

Whatever it may be, many companies like yours are realizing that in order to make these improvements, they must think outside of the box in terms of solutions. Moving from the outdated technology and manual processes from years ago to solutions such as Intraday Automation can bring an abundance of possibilities to your contact center.

Here are a few ways Intraday Automation can help you make 2017 your best year yet:

1) Improve Employee Development & Engagement: With the contact center environment being chaotic and unpredictable by nature, it’s easy for employee development and engagement to fall to the wayside. Having to manually schedule and re-schedule training amidst all of the chaos in the contact center is time consuming and makes it difficult to ensure consistent training. But without the necessary training and development, your agents and your center suffers.

Did you know that employees spend 18 hours a month sitting idle? That’s time that could be spent on meaningful training and development opportunities. Using tools like Intraday Automation, you’re able to automatically deliver training to agent desktops during that available time. This eliminates the need to pull agents off the floor for classroom training and the time-consuming process of scheduling and re-scheduling training sessions.

2) Enhance Employee Empowerment: Just as customer expectations continue to rise, the same goes for employee expectations. Employees want and expect more flexibility when it comes to their work schedules. The current process for adjusting staffing levels is manual and rigid and leaves employees feeling powerless. Now more than ever, it’s crucial that employers make an effort to ensure employees are happy in their work environment.

With Intraday Automation, your employees can use a simple mobile app to initiate schedule requests and swap schedules. This improves employee empowerment by providing your frontline workforce with the flexibility to make schedule adjustments. And when your employees are happy, it translates into the quality of customer service they provide. It’s a win-win situation for your business.    

3) Automate Workforce Management Processes: Workforce managers are crucial assets to any contact center. They are constantly fighting fires to ensure service level goals are being met. It’s a demanding job to say the least, and with the growing needs of consumers and increasing complexities in the call center, it can be difficult to keep up. Using the same technology and manual processes from the past is proving no longer effective in meeting demand. It’s time for contact centers to make a change.

What if it was possible to automatically process schedule exceptions, move agents across channels and adjust staffing levels? It is. When adherence issues occur, Intraday Automation automatically updates schedules, improving employee compliance.  In fact, a large healthcare provider was able to improve adherence by 3% utilizing Intraday Automation.

And as demand fluctuates across channels, you can automatically move the right personnel to where they are needed most – providing customers with a seamless experience. Intraday Automation also provides the ability to adjust human resource levels in response to fluctuating customer demand and employee preferences – improving employee and customer satisfaction and your bottom line.

By making the switch to workforce automation, you can set up your contact center for greater success. Your customers, your employees and your business will reap the benefits. So, are you ready to make 2017 your best year yet?

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