Optimizing customer service delivery
An effective operations team generates customers who are satisfied that the agent they spoke with made them feel valued and that the issue that prompted their call was fully resolved.
When unexpected spikes in call volume are not quickly matched by more available agents—whether it’s because some are on breaks, in training, or engaged in other off-phone tasks—customer wait time increases and so does customer frustration.
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Match Supply to Demand
Automation monitors call volume and schedule data to ensure that the center is always appropriately staffed. It uses real-time net staffing data to reduce overstaffing costs and helps match agent supply with customer demand.
Deliver Training and Coaching
Automation delivers training and coaching sessions directly to agents’ desktops when service-level demands can accommodate it. Schedules are updated automatically, eliminating wasteful data entry time.
Streamline Communications
Real-time automation finds appropriate moments during the shift to deliver work updates, system incident communications, or off-phone tasks to your agents.
$7.7M
From Increased Agent Productivity
$1M
Improved Admin Efficiency
Manual execution of scheduling, canceling, and rescheduling of breaks or training sessions makes it difficult for ops to respond quickly enough to maintain an optimal service level.
So why not just add more agents to the shift to ensure that demand spikes can be managed? Because those additional agents don’t work for free, and when the spike subsides or never arrives in the first place, then customer service is paying idle agents—which undermines the ops team’s cost reduction mandate.
AI is the hot topic in operations but if you’re like many leaders, you’re wondering how exactly to work AI into your processes. Download a copy of our latest ebook Where Should AI Fit in Your Workforce Automation to understand the evolution of real time automation when it comes to your workforce – and how it works with AI.
Intradiem uses real-time data to align staffing with customer demand throughout the day. When conditions change, it helps teams respond quickly to maintain service levels, reduce wait times, and avoid disruptions.
Intradiem helps operations leaders manage the constant balance between cost control, employee experience, and service performance. It reduces manual effort while giving leaders a more proactive way to respond to real-time conditions.
Intradiem identifies unused capacity, reduces idle time, and automates decisions that would otherwise require manual oversight. This helps organizations increase productivity without adding headcount.
Yes. Intradiem detects service-level risk in real time and triggers actions (like reallocating time or pausing non-essential work) so teams can recover performance before SLAs are missed.
