Financial Services Company Provides Critical Support for its Contact Center Agents with Intradiem’s Contact Center Automation and Science-based Reset Breaks from Thrive Global

Financial Services Case Study

A Revolutionary Approach to Ensuring a Healthy, Happy, Tech-Empowered Workplace

Challenge | Stress Undermines Contact Center Agent Well-Being and Effectiveness

The contact center agent’s job is notoriously stressful. In one recent study, 87% of agents surveyed reported high or very high stress levels at work. A combination of time pressure, complex processes and interactions with unhappy callers drives much of that stress. The result is burnout and attrition, which surpasses 70% in some call centers. Replacing a single agent can cost an organization up to $35,000, and constant agent turnover undermines the quality and consistency of customer service.

When the pandemic forced thousands of customer service agents at a leading national financial services company to work from home, training delivery and other critical functions became extremely difficult to manage. This and other challenges added a new layer of stress to the contact center agents’ already stressful work.

Solution | Thrive and Intradiem Deliver a People-Focused Solution with Real-Time Technology

Bolstered by its success with Intradiem, the financial services company partnered with Thrive Global in 2023 to expand support for its remote agents. Thrive Global’s behavior-change product suite helps organizations improve employee well-being and performance while debunking the myth that burnout is the inevitable price of success. Neuroscience studies have shown that focused pauses help prevent the accumulation of stress. Thrive Resets deliver calming visuals along with audio and breathing prompts to help employees recharge.

The company recognized that Intradiem’s genuine real-time capabilities would provide an ideal mechanism for delivering Thrive Resets to its agents. A shared commitment to agent well-being led the companies to form a unique, three-way partnership dedicated to securing and maintaining well-being across the financial services firm’s remote-working agent population.

Thrive Resets were integrated directly into agents’ workflows via Intradiem. Intradiem measures each agent’s call-handling flow against a threshold of consecutive interactions and triggers a Reset break offer when the threshold is crossed (users can customize thresholds to be more or less restrictive). At the same time, Intradiem monitors ACD data output to identify appropriate intervals for agents to engage in Reset breaks. This unique, real-time capability generates an additional productivity benefit by eliminating pre-planned sessions and instead delivering Resets within the natural workflow.

Results | Agents Enjoy Sustained Well-Being and Deliver Consistent Productivity

Thrive Resets and Agents

Conclusion | The Power of People-First

Intradiem’s collaboration with the financial services company and Thrive Global is consistent with its people-first commitment to technology in the service of human workers. The company’s recently-announced Burnout and Attrition Indicator provides organizations with a one-of-a-kind ability to identify contact center agents at risk of burnout and intervene to avoid costly attrition.

Thrive’s revolutionary Resets provide more than just breaks—they provide breaks that are intentionally and actively restorative for contact center agents. Intradiem’s unique real-time technology ensures that those Resets arrive precisely where and when agents need them most.

All businesses understand that customer experience quality is a critical measure of business success. Today, organizations also understand the critical importance of employee experience quality. Combining a people-first approach with genuinely real-time technology will help ensure that customer service agents remain satisfied, engaged, and productive.