Summary

A global leader in the hospitality sector relies on Intradiem contact center automation to optimize productivity and engagement across its large customer service workforce. With more than 5,000 hotels and 330,000 employees worldwide, the company is challenged with managing its growing hybrid and remote agent population.

With Intradiem they’re able to successfully leverage idle time and improve agent efficiency, enhance training, and reduce shrinkage. In 2023 alone, the company delivered significantly more dynamic training and communications sessions to its agents during idle periods for an average of four hours per agent per month. These sessions allowed the company to reduce shrinkage by more than 2% while ensuring agents remained engaged.

• 46,500 dynamic sessions delivered
• 4 hours per agent per month
• 11-second ACW reduction

Challenge

The company faced the challenge of managing a hybrid and remote workforce and providing consistent training and other essential communications to its agents on a timely basis. Prior to Intradiem, they relied on inefficient manual processes which often led to canceled training sessions and high payroll costs for pre-scheduled activities that disrupted operational schedules. Training sessions were planned based on historical call volume, which led to frequent rescheduling and cancellations.

The company also struggled to keep its agents engaged during idle times, which resulted in lost productivity. They needed a solution that could deliver training and other important communications automatically during these idle periods, which would reduce pre-planned shrinkage and improve overall efficiency.

Snapshot

Industry: Hospitality
Agents: 500

CHALLENGES

• Call volume disrupted timely training delivery and important communications

• Inefficient manual processes led to high payroll costs

• Sporadic idle time led to agent disengagement

INTEGRATIONS

ACD

WFM

These benefits have enabled the company to maximize agent productivity without compromising service-level objectives. By shifting training to idle periods, the company has significantly reduced payroll costs associated with planned shrinkage, which previously disrupted workflows.

Approach

The company leveraged Intradiem’s solution that integrates into its Workforce Management (WFM) and Automatic Call Distribution (ACD) systems, enabling real-time data collection and automating delivery of development and support content directly to agents. When service delivery operations transitioned to a home-based model, Intradiem provided the flexibility required to support remote agents while maintaining consistent customer service. The company leverages Intradiem for multiple functions including:

• Training and communications: automatically delivers training and critical messaging directly to agents’ desktops during idle moments. This eliminates the need to schedule sessions in advance—sessions which are frequently interrupted or canceled due to the unpredictable nature of customer demand.
• Reminders for breaks, lunches, off-phone tasks: ensures timely breaks and uninterrupted service by responding to real-time demand to preemptively sending agents on breaks and update schedules automatically.
• Handle time assistant: monitors handle-time threshold exceptions across the agent population and sends automated reminders to keep agents on track. This relieves supervisors of the need to constantly monitor agents for exceeding limits on time spent in after-call work (ACW)
• End-of-shift/Early log out: automatically logs out agents who are idle within a few minutes of the end of their shift. This reduces the cost of incidental overtime which occurs when agents take and remain on calls that go beyond the end of their scheduled shift.

“We’ve had tremendous success with Intradiem’s solution. It’s helped us take advantage of idle time in a way that has reduced shrinkage, enhanced training, and improved agent engagement. Our agents now expect dynamic sessions as part of their daily routine, and the positive feedback from both agents and guests has been overwhelming.”

– Director of Workforce Planning, Hospitality Group

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Intradiem does what your WFM, ACD, CCaaS providers can’t—and neither can your people.