Workforce Management in Real Time
Solve staffing and adherence challenges with customer service automation
$9.4M
From Improved Training efficiency
$1M
Improved Admin Efficiency
$7.7M
From Increased Agent Productivity
Optimize Customer Service Scheduling and Forecasting
Customer service has always struggled to maintain peak staff performance capacity on limited budgets. Today, a new approach to optimizing the value of live agents and automation working together is making it easier to maintain capacity and even to expand it.
Leveraging its unique, real-time capabilities, automation for your workforce boosts staff planning flexibility and expands in-call agent support. This creates additional capacity that customer service can allocate to wherever it will produce the greatest benefit—whether to drive more productivity from existing staff configurations, upgrade agent skills, etc.
How will you leverage your extra capacity?
See How Intradiem Optimizes Workforce Management in Real Time
Start a conversation with our team to learn more about our workforce management solutions. Fill out the form and a member of our team will reach out to share more about our platform.
Remote or Hybrid Teams? No Problem!
Customer service automation delivers a consistent work experience to your agents, no matter where they’re working. It provides the same engagement features and robust, in-call support, making it easy for agents to deliver great customer experiences from their home or in-center workstations.
Customer Service Automation Benefits
Dynamically manage intraday scheduling
Automation streamlines customer service operations by automating intraday scheduling and dynamically leveraging unexpected downtime to provide agents with training, coaching and other required off-phone activities when customer demand is low.
Monitor and assist agent activity
Automation monitors excessive talk and hold times and prompts agents with offers of assistance when preset thresholds are crossed. By identifying and leveraging unexpected moments of opportunity, automation carves out more precious minutes for employees to work strategically rather than reactively.
Proactively ensure breaks for agents
Real-time automation proactively prompts agents into their lunch, break, or end-of-shift before a long call creates an adherence issue.
Where Should AI Fit in Your Workforce Automation?
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.
Workforce Management FAQ
How is Intradiem different from traditional workforce management tools?
Traditional workforce management tools focus on forecasting and scheduling. Intradiem extends that value by acting on real-time conditions, automating adjustments throughout the day to keep staffing, adherence, and productivity aligned.
How does Intradiem help workforce managers handle intraday challenges?
Intradiem monitors live conditions and automates decisions like reallocating time, adjusting schedules, and managing staffing levels. This reduces manual effort and helps teams respond faster to change.
How does Intradiem improve schedule adherence across teams?
Intradiem uses real-time prompts and automation to guide agents through their schedules and reduce avoidable exceptions. This improves adherence without requiring constant manual oversight from workforce teams.
How does Intradiem create more capacity without adding staff?
Intradiem identifies idle time and puts it to productive use in real time, whether for service recovery, training, or operational support. This helps organizations get more value from existing resources.