Agent Engagement and Productivity Made Easy

Hi, everyone, and welcome to today’s session. I’m Ellen Hoy. I’ll be your host. Today, we’re going to talk about how to improve agent engagement and productivity the easy way. Joining us today for the discussion are Larry Swift, our VP of sales and solution consulting here at Intradiem, as well as Derek Eck, vice president of customer success management. As we go through today’s presentation, please feel free to chat your questions in. We will have those fielded during the presentation. And then at the conclusion, if we have any additional, we’ll also discuss those as well. If any are not covered during today’s session, we’ll be happy to answer those via email after the fact. So let’s get things started. Larry, welcome, and I’ll kick it over to you. Thanks a lot. And and thanks to everybody that was able to join this morning. Really excited to talk about what intelligent automation can mean for your contact center. But before we get going on what what’s possible, let’s talk a little bit about what our customers and prospects share with us. As you live this day in and day out, you know that the contact centers are an impossible task. You have a massive amount of data that’s constantly changing, and you’re also relying on historical data to really make some sound decisions. Oh, by the way, this thing called COVID hit eighteen, twenty four months ago that really created this decentralized workforce. A lot of our customers are still the majority virtual work at home, while others are starting to get to that hybrid model. But regardless, it’s made a a drastic change in how to run the contact centers. And because of this, there’s missed opportunities every second of the day that not only is, improving productivity, but more importantly, increasing that agent engagement and reducing attrition and delivering that effortless customer experience. Now the good news is there is a solution for this. Intradiem’s intelligent automation is processing real time data to take immediate action on business rules that you define as the end consumer. Now as we talk about this, obviously, cost reduction is a key point. But like I mentioned on the previous slide, we we’re going to talk a lot about how this is going to improve your agent engagement and your customer experience as well. I like to say imagine being able to have your best supervisor sitting on the shoulder of each and every one of your agents a a hundred percent of the time with a hundred percent visibility. Now with that in mind, we’re gonna do our first poll question just to really understand what’s most important to you as the end consumers that living the contact center life day day in and day out. So if we could get that poll up. So if you can just take a quick second, answer the question. Does your organization place more importance on your agent engagement or productivity? Alright, Ellen. How are we looking? Well, it looks like, you know, the majority of folks are saying that both are equally important, but I would say by the results too, agent engagement ekes out agent productivity just by a bit. And this really falls in line with with what I’m seeing. And, Derek, I’d love for you to chime in as you you talk to customers day in and day out. But the big buzzwords that we’re hearing a lot is trying to keep agents happy. Right? Reducing that attrition, trying to find that good employee. Derek, any insights you wanna add? Yeah. I’m not surprised by the results. Obviously, engagement and efficiencies have always been equally important in the contact center, so I’m not surprised to see the majority of the people say that. But I think as a result of the great resignation and just the challenge that contact centers are facing today, specifically what I hear from our customers today, there’s a heavier focus right now on the engagement side just in order to retain their top talent. And, in fact, that’s how a lot of our customers are starting to kinda lean into NTRDMs, so I’m not surprised, to see those results at all. Couldn’t agree more. Alright. Let’s go ahead and go to the next slide. So as we start to talk about who uses IntraDiem, I I think it’s important to know as you think about size and vertical of a contact center. We have customers as small as a hundred and seventy five agents and as large as seventy thousand plus. And they’re they streamed across every vertical out there. The reason that that we’re able to touch so many different contact centers is the problems that we are solving are ones that they’re facing every contact center faces day in and day out. We’ll get into more of what that looks like in here in just a second, but the good news is there’s really not limitations on size and vertical. Now one last thing I wanna touch on as we start to think about how Intradium works is is is you think about the evolution of the contact center, and some of you probably even have experience all the way back to the switchboards and the PBXs. But ACDs and WFMs became mainstream, in the contact center tech stack probably, I believe, twenty years ago. In this new day and age, you hear a lot about RPA and AI and whatnot. But the reality is different forms of automation are the new key into the contact center evolution in the twenty twenties. So as I add on to that, is as we think about where does IntraVeeam fit in? Is this replacing my workforce management tool? Is this, next best action type automation? Is this RPA? The reality is if you think about the the text stack that’s in a contact center, the WFMs, the ACDs, the speech analytics, the call recordings, the performance management, IntraDim has a seat at that table not in one of those foundations, but as its own entity. IntraDim has become a must have in your contacts. And how it really works is out of the box, it sits between your WFM and ACD. It is not replacing any tech, technology currently in your contact center. But now as you think about integrating to your ACD, again, it’s agnostic, whether it’s Avaya, Genesys, to name a few, or from a WFM perspective, some of the big players as well, Alveria, IEX, and Verint, again, to name a few. But how the integration works is first, from an ACD perspective, we are getting, real time skill or queue data every three to five seconds. Things like how many calls are in queue, what’s my longest call waiting, do I have agents available. The secondary piece to that ACD, integration is to get real time phone state. So at any given moment, we know what your agents are doing. Are they talking to a customer and for how long? Are they currently at a lunch or break and for how long? Having insights to that type of data is just the beginning. Imagine now being able to set up real time automation actions that do do go directly to agents and supervisors. Now from a WFM perspective, it’s a two way integration. We intake agents’ schedules so we understand who’s working when, but also any predefined events on their schedule, when their lunches, when their breaks are, do they have a coaching session today? One of the use cases that we’ll talk about is this idea of ad hoc coaching. But now imagine being able to not have to go to your intraday team to get this approved, but have the power at your fingertips to not only initiate a coaching session, but also have a write back to that WFM schedule so adherence is is stayed intact. The last thing that I wanna touch on is, before we get into the use cases is when you start to think about contact centers, we talked about it. They’re impossible. Right? When you want to think about solving a problem, just know you can get very granular into these use cases. What I mean by that is you can write a business use case to impact a line of business. Maybe it’s a location, maybe a specific skill or queue, all the way down to an individual user. All of this is possible with the flexibility we introduced with this. Alright. The last thing that I wanna touch on is this is a business rules engine. We’re gonna look at an abundance of use cases out of the box that Intradene provides. But more so, you’re not going to, as a consumer, boil the ocean from day one. So it’s really important for me to note that as you solve your first business problem and you look to go roll out the next use case, just know that you’re not having to go back to IT to custom code something. Derek’s team of success managers will partner with you and be those SMEs to help you configure and optimize those rules as that journey of automation continues throughout your contact center. Now when we talk about alerts and notifications, really, the one of the main ways to alert is a desktop executable that is on each and every agent’s desktop or their virtual desktop. When we see a condition that occurs that requires an action, something like that that says start training can be pushed out to the desktop. We can have these notifications as start now buttons, as okay alerts, even as far as yes, no questions that that further more interaction. We also have the ability to, communicate via SMS text and or email. Alright. So, Larry, before we get into the solution and value overview, we did get a question, and so I just wanted to pause really quick so we could answer this. The question is, do you need to integrate it all into our billing systems? This is always a challenge in the MSO space. Yeah. So so you do not have to integrate into the billing system. Our core systems are WFM and ACD. But also don’t lose sight that we can intake data from different systems like a billing system, like a learning management system, or even like a a speech analytics to really get more in-depth of what’s possible with the data. Great. Thanks, Larry. Yep. And so as you guys look at at some of our out of the box, use cases, I think it’s important to note, how we derive ROI or investment return. When you think about planning and forecasting at the highest levels, there’s there’s four key areas that go into that. What’s my call volume coming in? What’s my overall handle time? What do I have to allocate for unproductive time or my shrinkage? And when I have agents logged in to the phone available to take calls, how busy do I want them to be, their occupancy? With each and every one of these, you can positively impact one or many of those drivers I just mentioned. By doing so, you would be able to take the same amount of calls with less FTE requirements. Or if you are in growth mode and are expecting having to hire new hires for more call volume coming in, again, this is a cost avoidance opportunity. As we talk about the cost avoidance or cost reduction on a couple use cases, we’re gonna bring to life two, again, like I mentioned, how it positively impacts agent and supervisor engagement and also the customer experience. So before we go jump into the or poll question that we wanna encounter really around agent, the agent experience. So as we talk about the agent engagement and we heard how it’s it’s really crucial to your contact center, how do you measure some of the agent engagement? We got three three areas here that we’ve noted, employee surveys, assess during, regular coaching sessions, and attrition rates. So if you just take a a moment and fill out what’s the most, popular one you guys leverage for agent engagement, we can discuss that. Alright. So, Larry, really, it looks like, you know, employee surveys is number one, but measure as well. So I don’t know if you and Derek wanna dive into that a little bit. Yeah. It it really is right in line, and and, you know, we like to share how, especially with employee surveys, how you could leverage Intradema and one of its use cases to really push that out. Derek, you wanna kinda talk about some specifics around that? Yeah. I mean so, obviously, when looking at the results, attrition and attrition rates and the employee surveys are pretty common as we just discussed. With the employee surveys, especially with the increase of attrition that we were talking about earlier with the great resignation, we’ve seen a lot of our customers start to leverage surveys more and more, to understand sentiment so that they don’t lose those employees. So it’s not kind of, as we say, a a lag indicator. It’s actually becoming a lead indicator so you can do something about it before it’s it actually happens. So a lot of our customers are actually starting to do, ongoing surveys, not just their annual survey, that they do through whatever tool they’re using. They leverage EnterDM now to send, a survey through, what we call dynamic delivery, which is, that training and communications piece you see here and asking agents periodically throughout the year how they’re feeling about things and also how they’re feeling about Intradiem. It’s a great way to kinda get ahead of attrition as well as also figure out how you can use Intradiem to improve attrition. Yep. Thanks for that, Derek. So, Ellen, why don’t we, dive into, one a little bit closer. Let’s start with coaching. And and so so, team, as as we think about coaching, right, a day in the life of our customers prior to rolling out our use case, a lot of the conversation would be around, hey. We’re gonna preschedule that. Maybe we’re doing one on one coaching sessions once every two weeks for thirty minutes. We try not to cancel or reschedule them, but sometime you know, people call out or call logging through the roof. It is something that we can avoid a hundred percent, so there’s rework from that perspective. The other area that this really comes into play is a lot of WFM teams will say, hey. Our supervisors constantly want this ad hoc time to do a quick ten minute, huddle with, one of their teammates, and we gotta intraday, look out in the future at future intervals and try to fit that in. So it’s a daunting task sometimes, and and the experience from a supervisor perspective maybe isn’t the greatest. Now you introduce this whole virtual, play into this as well. You know, coach is not sitting next to their agents anymore. So this has become even more powerful. The last thing that I wanna talk about before we talk about how this works is I get a lot of questions of, doesn’t my WFM system do coaching? So imagine Verint coaching packets, IEX coaching packets. Think of those as content to review. Think of this automation of coaching through InterDEM as finding time that no doesn’t exist otherwise to fill with those coaching packets from your WFM systems. Okay. So now how does this work? Now imagine a world where you introduce this to your supervisors, and they have this user interface that shows their teams. They can prioritize who they wanna coach and for how long next, And there’s a toggle button in the middle of that my team UI that says available to coach. If you see to the left, a sample rule there, we’re now looking at real time ACD skills, statistics and seeing how long the longest call waiting is. Is there calls in queue? Are there no prescheduled events coming up? If these are in line, we can now send a notification directly to the agent’s desktop saying it’s now time for coaching. It now marries them up, the coach and this, agent to do that coaching session. But more so, it also automatically goes into the WFM schedule and updates that with no manual intervention. Now you have the empowerment of giving the supervisors that power to engage with their agents more often if the time exists and no longer having to go get approval for it. You have built in rules around this so that service levels are not negatively impacted as well. Derek, can you talk a little bit about what you’re hearing from the our customer base of why they like this and what they’re seeing from it? Yeah. I think you hit on some of it already. I mean, just the empowerment alone of your coaches and supervisors being able to kinda control their day and decide when, coaching is needed, either with the available to coach, coach now option or, doing it dynamically with, you know, just checking the name and ultimately allotting time. We’re hearing a lot of p positive feedback from customers that start to implement this that it’s beginning to let supervisors control their day more. And the result of that is we’re seeing not only consistent coaching happening where a lot of these customers that have struggled since COVID to hit their thirty minutes or an hour a month or whatever that looks like. In addition to that, they’re seeing that time more than double. And, obviously, we know the more time you spend with your agents, you see improved quality. There’s downstream of impacts of being able to coach and really develop your team and ultimately leading to better engagement as well. So we’re hearing a lot from customers as they implement this that not only is it benefiting the supervisors and the coaches, but from an agent perspective, the engagement is also going up. Great. Alright. So, let’s go ahead and jump into one more, detailed use case. And this one really is major problem that I’m sure you guys deal with day in and day out is getting around reducing the handle time. And so as you think about what that process typically looks like prior to interdiem, you have real time monitoring screens. Somebody’s gotta be looking at them for one to fifty at best. And so when I do see somebody in excessive maybe after call work, good there’s a good chance that I’m probably not even reacting fast enough to it, and it becomes outlier management the next day. So you’re wasting time looking at screens if you’re not doing anything proactively. Now imagine the world to actually get in front of that. But I’m gonna let Derek here in just a second talk about how we turn this not only from AKA big brother, but truly into an agent assistance. So everybody goes into work at home two years ago. Now your agents have lost that real time lifeline to raise their hand if they need help from their, coaches. Now let’s imagine a world where we introduce an I concept where we’ve set up thresholds at the skill level for excessive after call work time. So now let’s go directly to the agent desktop. Say you have exceeded time in ACW. Do you need assistance? Again, you guys decide what that verbiage is. But now imagine if they say, yeah. I need help. We connect them with their coach or maybe it’s a senior agent or somebody else in your contact center. But now they’ve got that real time opportunity to figure out what just went wrong and how they can make it better. Other ways to really use this from a customer experience perspective is imagine being able to put one on for excessive hold time. I know as a consumer, thirty seconds probably feels like ten minutes. Maybe it doesn’t sell for the agent. So now you’re offering that assistant back to the agent just to check back in. Derek, can you spend a little bit of time talking about just that whole idea of the how this became an agent assistance with the with the virtual work at home? Yeah. I think the most important piece when you think about, this particular use case is all about how you position it. So the message that you’re gonna do in the prompt is key. The idea is to position it as an assistant tool. So having questions or statements that’s centered around that, tends to be a lot more successful versus just saying, we see that you’re in this. Get back into this. Additionally, what we saw, which was interesting for some of our customers that didn’t quite already realize this with this particular one, is when everyone went to, went back home probably about, what, two year a little over two years ago, what they found, was when they became a little reactionary and started shutting these off and only focusing on things that they felt from their perspective was agent engagement related, and they didn’t wanna focus on the efficiencies, which is where they were bucketing this. Agents immediately started speaking up and say, where did my handle time alerts go? I need these. These are helping me with my day. And I think what was interesting for some of our customers as they kinda went through that moment is that agents actually do see these as assistant tools when you’re doing it right, and they actually rely on them. I mean, especially now at home, what we’re hearing a lot from our customers is there’s just so many more distractions than what used to be in the office. So sometimes they forget that they’re sitting in ACW or hold or something else, or, you know, there’s not necessarily in the appropriate ready state for the next call. So these things help them manage their day better, and ultimately meet their metrics, which has a variety of different impacts on them, whether it’s scorecard reviews, merits, anything like that. You know? And I and I think the other thing that I often hear is, well, does this just become more noise on an agent’s desktop? And the reality is you’re essentially mirroring your process that you’re doing today. So do those thresholds. Right? Again, you can get very customizable down to that skill. So this truly isn’t noise. This is truly outlier management. And then from a cost benefit perspective, on average, our customers can see anywhere from a one to four percent overall, reduction in handle time, and it’s sustained. Right? You have this in place. You can continually improve or or change that threshold. And you start to see the value and the benefit almost instantly after you turn it on. So so lot lots of powerful things with, getting proactive with things such as excessive after call worker hold time. Alright. So, hopefully, this gave you some insight into how it works and what’s possible with some of the automation. Now we’re gonna spend some time really diving into this TEI report that Forrester conducted of Intradiem, earlier this year. Derek, I’m gonna hand it off to you. Yeah. Thanks, Larry. So, in late twenty twenty one, Intradiem, we partnered with Forrester to complete an independent benefit assessment of the value that we provide our customers. To do that, Forrester interviewed four of our existing customers to really understand the value they’re seeing as a result of IntraDiem. And then what they did is they took their findings from these interviews and then ultimately created what they considered a composite organization that had fifty five hundred licenses that was heavily using classroom related, classroom training prior to implementing Intra DM and had an ACW, WFM, and LMS system. So as they did their interviews and analysis, we’ll get into the benefits on the next slide that kind of dictates what they end up finding from those results. So what they ultimately end up finding overall was, through these interviews, and the combined assumptions from their composite organization, this is what, ultimately, they end up getting based on that composite organization. What they found is a three hundred and forty two percent return on investments over the three year period. Additionally, what they end up finding with that is over that three year period within the first six months, this composite organization received a full payback of the IntraDium solution investment. What they end up getting in terms of the benefit from a dollar amount is over a three year period, the total benefit for this composite organization was a little under twenty six million dollars. However, Forrester took a conservative approach and took a ten percent reduction to ultimately get to what they consider the net benefit of a little under twenty million. So what I I wanna kinda talk about next is what did went into that twenty million dollars in savings that they found. So the first area in that three year period that, they found from a, within the composite organization based on their interviews was employee training. During the interviews, Forrester heard from those customers that they saw a seventy to eighty percent reduction in agent training related shrinkage by leveraging IntraDium. Additionally, because they were delivering these trainings during available time, they also saw a reduction of twenty five to thirty percent in the training the trainer labor because you no longer required the classroom training, as well as also a ten percent reduction in the scheduling labor because you weren’t having to necessarily reschedule these and schedule them and reschedule them many, many, many times based on how often, you were having to cancel, the trainings before when you were manually scheduling them. Based on that information they got, from the customers and the composite organization data, they came up with this nine point four million dollars in savings. What’s interesting about this is it actually aligns to what we see today from a real time investment with our customers. In fact, most of our customers with dynamic delivery see about a two x return on their investment, and that’s being achieved through approximately one to three hours of content per agent per month. Now how are customers getting to that one to three hours of content per month? That varies to some degree, but most often that’s being done through what we consider microlearning sessions, that are focused on e learning and other types of activities to help with agent engagement. Most of the time in a, a micro session is typically about fifteen to twenty minutes. And the most common micro sessions that customers are using this for is role based training, employee development around their specific skills that they need for their role. We talked a little bit about the changes that COVID introduced when everyone went to home and the great resignation. One of the more interesting things we’ve seen in the last two years is this heavier push to start to invest in the development of your employees, not just from a role based perspective, but also a career perspective. So we’ve seen a heavier use more recently in career development, pointing them to resources either internally within LinkedIn, whatever that may be, to help kinda take advantage of that availability that still exists while also helping the agents understand that you’re invested in them not just from a role perspective, but also from a career perspective. With this new norm and just ultimately, having this kind of renewed focus on the agent engagement, they’re starting to see how this particular feature is helping them reduce attrition as well. In addition to the employee training, Forrester also found that Intradiem provides efficiencies through what they considered agent productivity. As a result of the interviews that they did, they found that thirty per thirty three percent reduction in new hires was related to Intra Diem because of these efficiencies. So, ultimately, over the over time, basically, one in three agents were no longer required as a result of Intra DM because of these efficiencies. So what how they got there ultimately is, over that three year period, that equated to about seven point seven million dollars base for this composite organization. Normally, in most cases, customers are actually able to realize these benefits through, one of the use cases Larry’s already talked about, which is our call handling one. The example he used was ACW and briefly talked about hold. But, additionally, we’re also seeing a lot of emphasis on adherence, and, helping in that area. For the handle timepiece, we actually are seeing a tremendous amount of value through the combination of everything, but specifically with ACW. Our customers are typically seeing an average of a sixty second reduction as a result of these assistant alerts. And as well with the adherence side of things, we’re seeing about a two percent increase in availability as a result of improved adherence. Some of the most common ways from an adherence perspective that our customers are achieving that two percent is focusing on unscheduled aux alerts. Similar to ACW, you’re ultimately just reach reaching out to ask them if everything’s okay because they’re in an unscheduled aux or whatever that may be look like. The idea is it’s still all about assisting them. Additionally, more recently, there’s been a heavy focus on early break and lunch, to prevent agents from getting stuck on a phone call heading into their break or lunch, or if they get stuck on a phone call, during their break or lunch, adjusting after the fact so their adherence isn’t negatively impacted and we’re necessarily penalizing them for something that we want them to do, which is taking care of the customer. I think the other piece that’s been interesting in terms of, as customers are more heavily started to use adherence from an agent productivity perspective, it’s just by simply introducing what we call preschedule alerts, which is just reminding Larry that he has a, training scheduled in the next ten minutes or he has a coaching session scheduled in the next ten minutes if we’re still prescheduling those things. Most of our customers, by just introducing that, immediately saw a one percent improvement in their adherence just based on that one specific simple thing. You know, Derek, one thing that I wanted to throw into, you’d made the comment that you’re gonna be able to take the same amount of calls with less FTEs. That’s really the the improved productivity here. I think it’s important to note, though, you know, we’ve talked about the challenges of attrition. Right? It’s it’s continuing to go up. It’s hard to find good agents. This when we think about being able to take more with less, the the process that we help partner with our customers is not to go fire five people tomorrow, but it’s through natural attrition. Right? As natural attrition occurs, you simply just don’t backfill. And so from an agent experience, again, we really wanna take care of those those high end agents and make them better, but just naturally don’t have to backfill ones that naturally a trip. Yep. Absolutely right. And that’s the easiest way to realize the benefit with Intra Diem in your cap plans. It’s just by ultimately naturally realizing that over time, not maybe all at once, in order to ensure that you’re not impacting the customer experience. As we all know, contact centers are very fluid. So the great news that Forrester found during these interviews is the benefit doesn’t necessarily stop with the agent. They also found there’s a heavy benefit associated with the administration of supporting those agents. During the interviews, Forrester found that, they because of introducing Intra Diem, there was a ten percent WFM improvement for scheduling activities, which resulted in a twenty five percent reduction in labor needs. This kinda goes back to what we’ve already talked about with the employee training efficiencies and the benefit there and the nine point four million. But this extends beyond that where you’re able to actually, reduce your scheduling headcount as a result of automating some of that work and or reallocate that resource to focus on other things. In addition to that, we also found a heavy focus more recently on the atten automation of attendance. If you think about it today, you’ve gotta have someone in most cases or at least what most of our customers were doing before is listening to a voice mail and manually updating schedules based on that voice mail. In some cases, you may have something that is slightly automating that a little bit, but you’re maybe missing opportunities around no call, no shows, other things that aren’t part of that automation typically. So Intradiem kinda brings all that together in a very holistic way. And as a result of that, our customers are seeing, a benefit from a WFM perspective. Additionally, Larry already hit on this earlier with the, you know, the alerts that he mentioned, but because Intra Diem is helping alert, through these assistant messages, on things like adherence and ACW and other things, you’re not necessarily having to have resources sitting there watching screens constantly from a real time perspective. We like to say this is helping our customers flip the script, if you will. And what that ultimately means is instead of, spending a high percentage of your budget in WFM on real time, analysts, you’re actually driving into that analyst part of the role, and actually being able to allow them to analyze things and helping you be more proactive versus reactive. And this has really provided a lot of additional benefit. And what Forrester found based on the composite organization and learning this during the interviews is it actually equated to an additional benefit of another one million dollars in savings. Yeah. I think I think the other thing to really note on this, Derek, you know Yeah. And often hear, you know, WFM professionals go from firefighters to fire preventers. Yeah. Society workforce, planners. Right? Every year has their annual conference. And I think, three of the past four have had Intra Diem, utilized at their contact center and have all also attributed some of the benefits to your point getting away from transactional WFM professionals to analytical WFM professionals. Yep. Exactly right. So in addition to the agent administration efficiencies, Forrester also found, and we’ve talked about this a little bit already, but Forrester found that InterDiem actually helps with employee attrition. A lot of this is based on the fact that InterDiem ultimately helps improve engagement over time because of the focus on the different things we’ve already started talking about. During the interviews, Forrester found over three year period that customers saw a twenty to twenty five percent reduction in agent turnover, which they were able to contribute that about thirty three percent of that back to Intra Diem. So what ultimately led to that thirty three percent was the focus, like I said earlier, on the engagement side, leveraging Intradiem for more than just the efficiencies. It’s not just about approving the handle time. It’s not just about, getting through your training and staying compliant with those things. It’s the investment back into your employees. We’ve talked about some of those examples of where it’s, you know, they’re using dynamic delivery to ultimately be able to, help with the engagement by investing in the career development of agents, but also doing things like a surprise break, recognizing them for, their anniversary or their birthday and saying, hey. You know, thank you for being with us for the last five years. Go ahead and take a extra ten minute break today in recognition of your anniversary with us. Or, hey. Happy birthday. We appreciate you. And for your birthday, go ahead and take that extra ten minute break. So there’s a ton of ways that you can use Enter DM and especially in this new world of remote working and the coming off the great resignation, the focus on this is significant. So what Forrester found based on that data that they got during these discussions and specifically that thirty three percent of attrition contributing to intra based on Intra Diem, the deposit organization ultimately would end up seeing another two point four million dollars in savings. So the final area of monetary benefit that Forrester found was actually with voluntary time off. So if you think about it, we talked already about how fluid contact centers are, and you’re ideally staffing exactly to what you need. But what happens if those calls aren’t coming in as expected, or what happens if you don’t see the call in rate that you typically would expect and you’re overstaffed in that day. So what Forrester found during their discussions with our customers is that, typically, they’re seeing and they’re automating all that. And that includes automating things that WFM would have had to use to do. And that two to three hours, per month per agent, ultimately, for the composite organization, led to about five point three million dollars in additional savings. But it doesn’t I I wanna point out with the voluntary time off, this is one specific area they focus in on in this assessment. But our customers, especially in the new world of, the great resignation and trying to find a better balance for the agents based on the this new demand they’re getting, they’ve stepped beyond just voluntary time off with IntraDiem. They’re starting to look at IntraDiem as a way to help solve this demand around flexible staffing and flexible schedules. So whether that’s offering up extended lunches in the middle of the day to kinda break up the schedule with voluntary time off traditionally, but it ultimately starts to introduce split schedules or flexible schedules. Additionally, we talked a little bit about, you know, the break in lunch piece, but also extending beyond that. It’s not just about trying to prevent them from getting stuck on a phone call going into the break in lunch, but we also don’t want them to get stuck on a phone call at the end of the day where they end up staying ten to fifteen minutes over because they’ve gotta wrap up that call that maybe took longer than usual. So in addition to helping prevent calls during break in lunch, InterDiem also has helped a lot of our customers prevent calls, at the end of the schedule, in order to prevent unnecessary overtime. All these things combined with the stat the staffing use case that we have has really helped kind of answer this need around an involving workforce. So in total, if you add up all these different areas that we just talked about, that’s what ultimately gets to this twenty million dollars benefit that, Forrester found through the composite organization based on these interviews. And as we’ve already mentioned, that was this is over a three year period with a six month payback, and it’s the net benefit is based on a ten percent reduction, to be conservative over the total benefit that they actually saw in the composite organization. So we talked about the monetary benefits, but let’s talk about a little bit of the qualitative benefits that go beyond, the monetary piece. These are what sometimes are referred to as the soft benefits. The efficiency gains aren’t the only thing that Forrester found in their interviews. In fact, when they talked to, these four customers, they, we’ve already kinda talked about how they started contributing improved agent engagement to the use of IntraVM. And during the interviews, there was a number of things that they learned through their discussions. So by focusing on some of the things we’ve already talked about, naturally, they saw an improved employee satisfaction in those annual surveys that we were talking about earlier as well as also surveys they’re doing throughout the year to try to stay ahead of those because Intruderian is allowing them to do that more proactively. Additionally, it’s helped the business understand a little bit more around training traceability. So the visibility that they’ve gained around the completion of training, actually doing better at completing training. The soft benefit that’s provided back to the business in terms of just that knowledge alone and being able to appropriately plan and determine which resources are skilled in the way that they need in order to do the jobs that they need. I think the other thing that’s been really interesting for me as someone that came from a customer and ultimately moved over to Intra Diem and realizing this myself as a former customer and then Forrester found this during their discussions is by using Intra DM and getting better at some of the things that, they were trying to manually do and aren’t always great at because there’s the human dynamic involved, you start to build more trust with your internal stakeholders. We actually have a direct quote that came out of the Forrester conversations. When, in this particular situation, this sponsor, said that when they’re asked about the capital to drive the efficiencies, they get it. And then, ultimately, what that means to them is they because the trust that, this particular customer’s stakeholders have in InterDiem, if they need money to continue to invest back in InterDiem, it’s a really easy conversation because the trust that they’ve gained and the efficiencies they gained, both quantitative and qualitative. I think the other pieces, especially coming off of this new great resignation, is InterDiem has helped these customers foster culture of ongoing innovation. So the agents know that it’s not business as usual. Their leadership and their company is invested in trying to find better ways to do it and better ways to help them do their job better as well. And then, ultimately, the enabling the shift to remote working was a huge piece. Larry and I both have mentioned that a number of times, but being able to easily move your operations from an on prem’s type situation, a brick and mortar, to actually being able to remote and still continue business as usual and be able to do some of those things like coaching and, you know, help agents where, typically, they’ve been able to raise their hand, as Larry said earlier, has been a huge benefit for our customers and Forrester heard the same thing. And then, ultimately, I think as you introduce of service, they actually found an, automation fueled culture that goes into that ongoing innovation, but it ultimately has a focus on automation, in general helping being part of that solution. Not necessarily all the solution, but it’s a big part of ultimately getting there. Derek, I I was reading the the quote there on the right as well, and and I think one key word really where we do a stand up job is change management and the the great job that your success management team does. Can you just give two minutes of of kind of what that relationship looks like from contract and to the ongoing relationship that we provide? Yeah. No. Thanks for asking that. So our success managers are your partner as a customer. I like to say they’re an extension of your team. So the thing that our success managers do, they actually partner with you in the later stage of the sales cycle and are with you through your entire journey with Intra DM from then on. During the earlier stage of the sales cycle, we’re establishing norms around change management. There’s an, a very robust change management program we’ve developed based on our experience with our customers that’s helping them be successful. In fact, we’ve actually seen a six time, six time improvement on some of these metrics as a result of introducing that change management program. And then once you’re through kind of establishing these norms very early on and, you know, creating the necessary internal alignment and creating the necessary roles that you need to support Intrittium long term, the success manager is with you through the project and beyond the project. So when you’re live, they’re meeting with you on a reoccurring basis, talking about the adoption, trends they’re seeing, providing you with recommendations to continue to improve it, and ultimately get to the the value that was promised as part of Intra Diem. And then, ultimately, as I said before, they’re your voice. They’re an extension of your team. So they’re advocating for you internally as well to get things like product enhancements done, move things along if there’s ever an issue from a support perspective in terms of, you know, maybe you you your ACD system went down on your side, and you guys need help reestablishing that connectivity with IntraDM in order to resume things. So your success manager is really an extension of your team, as I’ve said a couple times, and, ultimately, it’s there to make you successful. And, in fact, how they’re measured from a success perspective is ultimately your success, not necessarily an individual metric that they have alone. Perfect. Great. Well, thanks, Larry. Thanks, Derek. We do have time for a few questions, and I will start with this one from Jeremy. We are in a flexible break and lunch environment. Can Intradiant be configured to automatically adjust scheduled times to match the associate’s ACD time based on specified off phone states? Yeah. I’ll I’ll take that first, Derek, and feel free to chime in. Derek talked a little bit about this concept of lunch breaks, and the reality in it, Jeremy. It sounds like you live this day in and day out. Agents don’t go to, preplanned events usually right on time because call volume doesn’t dictate that. So we’ve introduced this new concept around adherence where you can take essentially uncontrollable adherence out of the equation. Let’s say I get stuck on a long call and I go seven minutes into my lunch. Based on my ACD phone state, I can see when that interaction ended and actually ship that segment to reflect the actual time that they went and how much time that they went. So very powerful agent engagement play, and it also gets you closer to that hundred percent adherence calculation because you truly are taking uncontrollable events out of the equation. Yeah. I think to add to that, what we’ve seen as a result of doing that, if you think about it, a lot of times your goals of ninety percent or ninety five percent or whatever that is from an adherence perspective is based on the uncontrollables, the things that the agent actually can’t control like what Larry was just describing. So by introducing this automation and helping with that, a lot of our customers have been able to increase their goals up to that desirable ninety eight, ninety nine percent. Still leaving some room, getting closer to that hundred percent was actually necessarily requiring a hundred percent, but it’s ultimately helped them increase it and get those efficiencies in that two to three percent I was talking about earlier. Great. Thanks, guys. So here’s another one. How do you approach user adoption in the contact center, particularly with any challenges from resource, WFM support staff whose roles may change by replacing manual reactive work with implementation of automation processes with Intra Diem? Yeah. That’s that’s a great question. And and, typically, as we build out business cases, as Derek showed in the report, there is that administrative, saved there. But the reality is you’re taking somebody that’s having to code stuff day in and day out, and you’re offering up an opportunity as a career advancement to get more into optimization. As a best practice, what we share with our customers is, again, a lot of our contact center, have minimal, intraday resources. Right? That might be single digits. Well, it’s gonna be hard to completely get rid of them, but let’s look at other things that they could be doing. That’s leading to the awards such as SWPP, WFM planners of the year that I mentioned before. Yeah. I think to add to that, one of the kind of an example of where you’ve been able to kinda reallocate, if you will, the real time role, for example, is before all that’s all they were doing is just, like, looking at queues, as Larry said earlier, or real time screens and calling things out through walkie talkies or IMs or whatever mechanism you’re using. Some of our customers have actually where they weren’t able to really invest a whole lot of time in this before, Their WFM systems have the capability of adjusting schedules same day based on what’s happening from a net staffing perspective. But they didn’t really have the capacity to do that before because they were spending so much time on these other things. So as a result of automating those other things, they’ve actually been able to start using their real time analysts to actually analyze and optimize to Larry’s point and do things like real time schedule adjustments based on net staffing using those that functionality in their WFM system, which in addition to all the administration benefits we’ve talked about, has an actual downward effect on your service levels too. Yep. Great. Thanks for that. So I think we have time for just one more question. What would you say are the top three benefits in terms of selling this idea to our VP, excluding benefits seen from within the WFM team? Well, it’s a it’s a triple play threat. I mean, we’ve talked about you know, it’ll get paid for because of the efficiency gains that we’ve noted at three hundred forty two percent ROI. But equally important as as we understand, being able to articulate the agent engagement opportunity and the customer experience opportunities is gonna be really key to take it to that next step. When we want to have that conversation, we’re not targeted just on WFM. I’m sure there’s benefits there. But equally important, we wanna have those same conversations with operations lead, training departments, and whatnot because this truly is like I mentioned earlier, this is a must have solution for the contact center in this day this day and age. Yeah. I think you said it well, Larry. It it ultimately is what we, kinda refer to in success management is about the three e’s. It’s the efficiencies. It’s the engagement. It’s the experience side of it. And we’ve talked about multiple ways how Interdium helps with that. The efficiencies, the obvious piece of that three hundred and forty two percent that Larry mentioned, the engagement wins that you get off of it by really just reinvesting back in your agents and helping them understand that you’re there to help them and invest in their ongoing careers, and then the experience side of it. Larry mentioned earlier as a consumer and the impact of being on hold for thirty seconds and what that feels like or just naturally the example I just gave by having time to actually now truly get ahead of net staffing and other things and optimize your schedules more real time because you’re not spending so much time on these other things it also improves service levels. So it’s all about this idea of what we call the three e’s in success management and really kind of focusing in the value there and understanding it’s not just qualitative benefit or quantitative benefit. It’s the combination of both. Yep. Great. Well, thanks, guys. Thanks, Derek. Thanks, Larry. I wanna thank everyone who attended today. We will follow-up with a few additional questions that we have. We’ve run out of time, but we will email you those answers, and we’ll also share some summary information from today’s broadcast. Thanks again for joining us, and enjoy the rest of your day. Thank you. Thanks. Thanks, everyone.