Video Transcript

Staffing Automation Solution for Customer Service Teams

Transform your staffing processes. Engage employees. Empower supervisors.

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Act on staffing overages and shortages – in real time.

Customer service teams constantly face unpredictable call volume, making staffing decisions an ongoing challenge… and the current labor market challenges only makes it worse.

As a result, workforce teams often end up overstaffed or understaffed, creating negative impacts on productivity and on the customer and employee experiences.

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Intradiem’s staffing solution for customer service teams handles everything automatically.

Balances service conditions to staffing levels

Sends Voluntary Time Off or Voluntary Overtime offers when service conditions become out of alignment with forecasted staffing model.

Automatically updates all Workforce Management schedules.

Say goodbye to tedious manual monitoring and administrative work.

Balance staffing levels to meet actual volume and customer demand needs
Eliminate manual monitoring
Provide agents with schedule flexibility
Reduce labor costs (VTO)
Improve CX (VOT)

Reduce Overstaffing Costs

Give agents intraday flexibility to take a few hours off mid-shift in overstaffing situations. Use real-time data, preference and performance metrics when automating the selection process.

Automatically Administer VTO & VOT

Volume dictates the need for staffing adjustments. Real-time automation takes the burden off WFM by eliminating manual VTO and VOT processes.

Whitepaper

How AI Helps Improve Customer Service Operations When the Unpredictable Happens

Discover how AI-powered automation helps customer service teams handle unpredictable scenarios, leveraging real-time data to improve operations.

You will learn:

How AI manages unpredictable events with real-time data to solve staffing challenges.
The impact of macro (e.g., severe weather) and micro (e.g., billing errors) events.
AI’s role in optimizing workforce planning and agent support.
Benefits of AI in enhancing employee engagement and customer experiences.

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Empower your team

Our call center staffing software monitors volume and schedule data to ensure agents can make it to breaks and lunches on time. A lighter load for your WFM admins and for a huge win for agent engagement.

“Intradiem has been and will continue to be mission-critical technology for managing our contact centers – for the brick and mortar and virtual environments. The ability to monitor and act in real-time is a game-changer for improving operational efficiency and employee engagement.”
VP, ForecastingWFM Analytics

“Intradiem has taken a load off of our workforce team”
Dan B.Enterprise Insurance Customer

“One of the beautiful things about this tool is you plug it into your existing environment. It’s a relatively light lift from an IT and administration perspective, but the value is significant.”
Head of Customer ExperienceMedia and Communications Customer

“Intradiem increases the available work time or the yield realized from the resources that we have. It’s about a 5% gain in what I call ‘workforce effectiveness.’ In the call-center world, that’s massive.”
Head of CXMedia and Communications Customer

“We have a very, very high employee engagement score. Despite the role being more complex than most other sorts of contact center customer service roles. And so, the things that we’ve done to simplify, or to make it easier for agents, Intradiem being one of those, have a lot of resonance.”
Head of Customer ExperienceMedia and Communications Customer

“You can’t overstate the value of transitioning from transactional button pushing to be more analytical and thinking and interacting with people. It’s much more satisfying at the end of the day when you solved problems, rather than just pushed a bunch of buttons.”
Senior Director, Business PlanningEducation Technology Customer

“Increased reliance on automation in the contact center is not an option; it’s a strategic imperative. Customer service delivery is evolving rapidly to satisfy new market demands, and automation is driving that evolution.”
VP, Contact Center

“With Intradiem’s technology, we have delivered 20% more training sessions regularly than we had delivered prior to moving agents to a remote workforce. Keeping up with agent development and engagement is critical during these trying times. Intradiem makes it easier for us to manage agents while working from home.”
Rohit KohliHead of Resource Planning, Centrica

“Intradiem has been and will continue to be mission-critical technology for managing our contact centers – for the brick and mortar and virtual environments. The ability to monitor and act in real-time is a game-changer for improving operational efficiency and employee engagement.”

“Intradiem has taken a load off of our workforce team”

“One of the beautiful things about this tool is you plug it into your existing environment. It’s a relatively light lift from an IT and administration perspective, but the value is significant.”

“Intradiem increases the available work time or the yield realized from the resources that we have. It’s about a 5% gain in what I call ‘workforce effectiveness.’ In the call-center world, that’s massive.”

“We have a very, very high employee engagement score. Despite the role being more complex than most other sorts of contact center customer service roles. And so, the things that we’ve done to simplify, or to make it easier for agents, Intradiem being one of those, have a lot of resonance.”

“You can’t overstate the value of transitioning from transactional button pushing to be more analytical and thinking and interacting with people. It’s much more satisfying at the end of the day when you solved problems, rather than just pushed a bunch of buttons.”

“Increased reliance on automation in the contact center is not an option; it’s a strategic imperative. Customer service delivery is evolving rapidly to satisfy new market demands, and automation is driving that evolution.”

“With Intradiem’s technology, we have delivered 20% more training sessions regularly than we had delivered prior to moving agents to a remote workforce. Keeping up with agent development and engagement is critical during these trying times. Intradiem makes it easier for us to manage agents while working from home.”

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See what’s possible with customer service automation and explore where you can save time, reduce costs, and drive real outcomes with our automation solutions.

Customers see 7x ROI from Intradiem—with payback in as little as 3 months. Don’t miss out!

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