WFM Labs | A New Approach to Contact Center Workforce Management
On a typical day in a typical contact center operation—whether in support of a bank or a healthcare provider, an...
Workforce Automation for Contact Center Teams
Integrates with ACD and WFM Systems to Support In-Center and Remote Customer Service Teams
Strengthen Engagement
Provide training, coaching, and other development tasks at the right moments.
Transform Staffing
Keep labor costs in check and ensure rapid staff adjustments to meet demand.
Improve Adherence
Keep agents on schedule, reduce manual entry, and save WFM manager time.
Streamline Call Handling
Monitor agent-state data and alert agents when pre-set thresholds are exceeded.
Strengthen Engagement
Workforce Automation aggregates idle time across the agent population and delivers training directly to agents’ desktops when service level demands can accommodate it. Schedules are updated automatically, eliminating wasteful data entry time.
Workforce Automation automatically prompts coaching sessions during idle time, streamlining center workflows and ensuring agents the personal attention they need to better serve customers.
Leverage real time automation to find appropriate moments during the shift to deliver work updates, system incident communications, or off-phone tasks to your agents.
With better insight into actual center conditions, you’ll be able to offer agents surprise breaks, birthday wishes, or other personalized messages.
Transform Staffing
Workforce Automation monitors call volume and schedule data to ensure your center is always appropriately staffed. It uses real time net staffing data to reduce overstaffing costs and helps you match agent supply with customer demand, calling in all hands on deck as needed.
When an agent fails to show up for a shift on time, Workforce Automation notifies the supervisor and updates the schedule automatically, eliminating the need for manually updating the schedule.
Fluctuating volume dictates the need for intraday staffing adjustments. Workforce Automation removes the burden from WFM managers by monitoring volume and automatically proposing VTO and VOT options for agents.
Workforce Automation monitors and reacts to volume fluctuations in real time, balancing resources across call, web, chat and other channels to maintains service levels.
Improve Adherence
Workforce Automation uses real time automation to proactively prompt agents into their lunch, break, or end-of-shift before a long call creates an adherence issue.
If agents are not in the appropriate state and ready to take inquiries, service levels and customers are negatively impacted. Workforce Automation prompts agents to return to the appropriate state and notifies supervisors for immediate intervention.
A manual approach to managing multiple agents constantly moving between AUX states leaves managers with little time for other tasks. Workforce Automation addresses outlier behavior immediately with automatically triggered alerts to help keep adherence under control.
Streamline Call Handling
When agents go beyond established thresholds for sufficient ACW time, Workforce Automation prompts with an offer to help or a reminder to return to helping customers.
A customer on hold is not a happy customer. Workforce Automation monitors caller hold time and prompts agents—in terms you define—if they need help.
Workforce Automation monitors agent call-handling states (talk time, hold time, ACW) for individual calls, days, or weeks and aggregates the data to identify patterns that coaches can use to address and take real-time action on outlier performance behavior.
Call Center Scheduling and Forecasting Software
Workforce Automation by Intradiem processes time-sensitive call center data in real time and takes immediate automated actions triggered by the conditions within the center, governed by business rules that call center leadership defines.
Compared to legacy manual processes, Workforce Automation is a powerful way to speed the process of employee scheduling and forecasting, with little to no human intervention required.
It’s also a great way to balance workload and redirect idle workers to productive tasks — once more, without the intensely manual intervention that legacy methods require.
Beyond saving call centers time and effort on previously highly manual, error-prone scheduling and forecasting tasks, Intradiem’s Workforce Automation software offers a surprisingly wide range of benefits to businesses with call centers.
No matter what kind of call center automation you employ, any call center will have periods of low call volume where some employees don’t have calls to answer. During these periods, Intradiem can automatically deliver training modules to idle employees. Your call center employees can work through whatever training modules are in their queues at the times that are most convenient to them — and your workforce automation software will nudge them in the right direction.
In addition, training time and schedules update automatically with Workforce Automation — no more manual time spent doing data entry, keeping training logs and schedules current.
Automated training modules are one crucial component of staff development. Coaching and formal development programs are another. Workforce Automation from Intradiem works similarly here, identifying gaps of idle time and prompting coaching sessions during those windows.
The advantage to the call center manager is significant: no more chasing down employees or going back and forth trying to determine coaching times, only to find the employee busy on a call when the time comes.
With Workforce Automation, call center employees can stay productive through busy seasons and daily peaks. When employees reach lulls or idle time, they can be redirected to development, training, or one-on-one coaching — whatever’s needed at the moment.
Our call center forecasting tools can even help to automate aspects of your motivation and morale improvement efforts. By giving you better insight into the actual conditions in the call center and agent performance statistics, Workforce Automation enables you to improve morale through targeted recognition like surprise breaks, personalized messages, and birthday celebrations.
Automated employee engagement is beneficial to employee knowledge and tasking, and it also enables call center employees to conduct better time management. By providing an automated prompt for training, coaching, or other development tasks at just the right moment, call center leadership can reduce lost transition time and other unproductive time as employees look for the next right task or simply wait for a task to be assigned to them.
Spread across the call center as a whole, this automated employee engagement leads to measurable productivity enhancement— small amounts of eliminated dead or wasted time scaled across your entire workforce makes a meaningful difference for total call center efficiency.
Staffing Benefits of Call Center Automation
Through better schedule visibility, schedule adherence, and more, call center automation in Workforce Automation helps call centers to realize these staffing benefits.
Workforce Automation helps call centers monitor call volume, and our call center forecasting tools allow for better forecasting of future needs. Ultimately this leads to a better customer experience: when you have the appropriate staffing levels to meet customer demand, your staff remains productive and your customers enjoy a more satisfying experience.
Intradiem’s Workforce Automation makes this possible: maintain the appropriate staffing levels at all times with minimal manual intervention.
In an industry or department where business success is measured in part by customer satisfaction (whether through surveys, NPS, or other metrics), improving the customer experience with call center forecasting and scheduling software is the clear choice.
Even with most modern timekeeping systems, keeping track of attendance can remain frustratingly manual. The Workforce Automation attendance tracker includes automatic schedule updates anytime an agent fails to show up for a shift on time. It also includes trustworthy absence notifications.
When combined with Workforce Automation’s automated staffing adjustments, the attendance tracker becomes a powerful tool for keeping staff levels where they need to be — even when staffers don’t show up.
Many call centers deal with customer interaction volume that fluctuates occasionally beyond what forecasting predicted, and they need to respond quickly with intraday staffing adjustments.
If you’re still calling and texting employees yourself, trying to get folks to come in, it’s time for a better way.
Workforce Automation automatically identifies the ideal gaps for employee time-off (VTO) and voluntary overtime (VOT) in relation to customer service demand and under- or over-staffing. Our platform can automatically propose VOT and VTO options for call center staff, helping you keep staffing levels where they need to be while keeping your staff happier and more flexible.
In today’s omnichannel service environment, the term “call center” itself is quickly becoming outmoded. More than likely, your call center is also responsible for other channels, like web, email, and live chat — and workload between these channels fluctuates independently from fluctuations within a single channel.
Workforce Automation automatically accounts for volume fluctuations across all the channels you use, monitoring and reacting to changes as they occur and keeping your teams as balanced and efficient as possible.
The end result? Empowered, on-task employees, along with satisfied customers who can reliably get their answers across whichever channel they prefer.
Automated Schedule Adherence
There’s setting a schedule, and then there’s getting call center staff to follow that schedule — without running into unintentional adherence issues like those that can occur during a long call.
Intradiem’s Workforce Management also produces benefits in the area of automated schedule adherence.
Workforce Automation’s schedule adherence tools can proactively reach out to employees, suggesting an agent start lunch, a break, or even begin the end-of-shift transition before an agent ends up on a long call that creates an adherence issue.
Why is schedule adherence important in call centers? The reasons can vary, and they range from compliance to overtime issues to general employee morale. Whether you’re protecting your business from HR issues related to missed or delayed breaks or you’re keeping a close watch on unintentional or unapproved overtime, adherence issues can be challenging to police. But Workforce Automation makes it happen — automatically.
When call center agents aren’t in the appropriate state to respond to customers, your business suffers. Workforce Automation can identify when agents aren’t in the right state and can prompt them to return. These automatic alerts also help management identify productivity gaps or persistent issues, allowing you to take action when needed.
Workforce Automation is the solution to your call center automation needs, providing better employee engagement, better staffing intelligence and outcomes, and automated schedule adherence.
Reach out to Intradiem today and let us show you how we can help with call center efficiency.
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