Must-Have Technology for Remote and In-Person Contact Centers

Improve Agent Engagement with Automation

Improve Agent
Engagement with
Automation

Must-Have Technology for Remote
and In-Person Contact Centers

Guaranteed Savings. Guaranteed Results.

Provide More Agent Training and Coaching

Agents represent your Brand. Be sure to give them the time they need for development. Scheduled training sessions that typically take place in classrooms – now online sessions – are often cancelled to protect service level. With the right call center coaching tools, you can deliver more training and coaching without overstaffing and remove the hassle of constantly rescheduling.

Leverage Idle Time for Off-Phone Activities

Automation makes the most out of idle time by sending activities directly to agent desktops. Automation integrates with your ACD and WFM to monitor call center metrics to determine and deliver training during the most optimal time. Using predetermined business rules, Intradiem’s real-time automation solution prompts agents to work on their prioritized list of tasks. Examples include: 1:1 coaching, personalized training, time to read company updates or responding to emails. You keep agents engaged and reduce shrinkage costs – nice pay off!

Coaching-fullcolor@2x

Empower agents through
more timely coaching

1:1 coaching is important for employee development but often gets rescheduled. Show employees their development is a priority by automatically prompting coaching sessions during idle time.

Don't let agents miss critical updates and communications

Volume naturally fluctuates. Leverage real-time automation to use idle time to deliver updates, communications or other off-phone work to your agents.

Reward top performers
and boost morale

Agent attrition is costly. Sending surprise breaks during idle time is not. Why not use automation to deliver happiness and create better agent engagement?

Calculate Your Automation Pay Off

How Much Can You Save?

Enter your center's average wage rate (industry average = $17.50/hr)

Solution Overview

Workforce automation pays off through efficiency, employee engagement and customer experience benefits.

Adherence & Staffing

Optimize in-house and remote agent performance in real-time.

Back Office

Improve back office productivity.

Business Impact Reporting

Track your pay off in real time.

Call Handling

Improve productivity and the customer experience.

Process Automation

Automate repetitive tasks with process automation.

Start Real-Time Savings

Power and flexibility to modernize your contact center and create a lasting impact for your business.

Related Posts

doctor-using-technology The Thing About Healthcare Contact Centers - Are all contact centers alike? It’s true that no matter which industry they serve, all centers are charged with maximizing productivity, agent engagement and customer service level while at the same time keeping costs to a minimum. They rely on technology to do this, primarily WFM systems to match staffing levels with anticipated call volumes…
contact-center-2.0-intelligent-automation-concept Contact Center 2.0: A Better Normal - Is it safe to go back to the office now? Should we go back? Do we need to? There are no definitive answers to these questions, but they are top of mind for contact center leaders everywhere. After a year in which dispersed agents drove the industry’s remote workforce rate from 31% to 64%, most…
How to Keep Your Remote Agents Engaged - In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress was often high but the supporting structures of office and colleagues in proximity usually made it manageable. Then the pandemic sent agents home to work, cutting off those vital support structures. The good news is…