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Reduce Handle Time and Increase Savings

Ensure agent time is spent wisely with Intradiem’s automation solutionWhether agents work from home or within your center, you have the agility to monitor and address agent behavior in real-time. With a reduction in Average Handle Time (AHT) your center runs more efficiently. And, you can ensure agents are promptly serving your customers – even when managers and agents are working in remote locations. Request a demo of our call center solutions today. 

call-center-productivity

Call Handling Solutions

If an agent spends too much time in after-call work (ACW) or if they’re on a long call, use contact center automation to ask if they need help. If they don’t, remind them to wrap up and return to assisting customers. 

Our call center solution integrates with your ACD to read and monitor agent state data – time spent in talk, hold, ACW, and call consult – all in real-time. If agents exceed the thresholds you set – they receive your custom alerts to return to call handling to ensure efficiency. 

Agent State Analysis

Some agents may struggle and leave customers on hold for a long time while seeking help from other agents or spend too much time in ACW. It’s not as effective to provide feedback on these types of call handling patterns days or weeks afterwardsInstead, monitor and address current and aggregated data of all call handling states in real-time

Decrease Customer Hold Time

Hold time is a number one customer dissatisfier. You can monitor hold time and remind agents how long their customer is on hold and ask if they need help.

Move Agents through ACW Faster

If an agent spends too much time hiding out in ACW, then trigger a prompt to check if they need help. If they respond “no”, then remind them to wrap up and return to assisting customers.

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.

Agent Engagement

Improve employee performance, satisfaction, and development.

Adherence & Staffing

Improve efficiency with automation.

Start Real-Time Savings

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

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