Back Office organizations depend on historical data to gain visibility into employee productivity and lack effective real-time monitoring to see if employees are unproductive for an excessive amount of time. Request a demo of our back office solutions today.
Real-Time Activity Monitoring
Monitor agent behavior and provide insight to idle time
Real-Time Rules Engine
Define productivity thresholds and set conditions to establish guidelines for managing unproductive time
Real-Time Agent and Supervisor Alerts
Deliver immediate automated intervention actions to remind agents to stay on task and inform supervisors that agents may need assistance
Power and flexibility to modernize your contact center and create a lasting impact for your business.
Do You Even Know What is Happening in Your Back Office? - Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such as processing claims, solving disputes, or issuing refunds) are completed by people - specifically, by a team of associates in the back office. Back office associates are really the unsung heroes of any service organization.… 
Top 5 Trends Driving the Future of Call Centers in 2021 - 2020 served as the inflection point for call center transformation. The shift to remote work unlocked new uses of technology and opportunities thought impossible before. Here, Matt McConnell, CEO of Intradiem, an intelligent assistant for call centers, explores the trends that executives need to watch in 2021 and beyond. 2020 ignited radical shifts for call… 
Humans and Technology Intersect at the Future of Customer Service - Every few years, a new customer service channel arrives on the scene with claims that this technology will be the main service channel and the future of customer service. We've heard the same arguments for decades, yet agents remain at the heart of the vast majority of customer service interactions. As far back as January… Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such...
2020 served as the inflection point for call center transformation. The shift to remote work unlocked new uses of technology...
Every few years, a new customer service channel arrives on the scene with claims that this technology will be the...
