Demand-driven by the heightened need for a solution to help organizations manage an increasingly remote service delivery workforce.
London, 20 May 2020– Intradiem, the leader in workforce automation, today announced increased demand for Work from Home solutions after the rapid response to shifting agents to a remote contact center model.
Prior to the Pandemic, companies like MetLife used Intradiem’s Work from Home solution to operationalize a virtual agent and supervisor contact center 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 organization to work from home and are seeing significant benefits 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 centers strive to stay connected with their frontline. The capability automatically connects Supervisors and frontline Agents. Agents affirm they are connected, and engaged and are consistently receiving the development needed to succeed.