Improving Health and Productivity for Contact Center Teams with Thrive Global

Alright, everyone. Thank you for joining us today. We see we’ve got, twenty six people in the room along with us, so welcome, everyone. If you give me a quick, Chelsea, we can go ahead and get started. I’m just gonna quickly introduce everyone, and then we’ll get right into it. So I’m Josh Wilkins. I’m a solutions consultant with Intra Diem. We do contact center automation. I’m sure a lot of you are familiar with us. I’m joined by Jim Simmons, cofounder of Queueless, formerly of Synchrony, as well as Brett from, Thrive Global. Jim, did you wanna come up here and say hi? Hello. I’m glad to be here. Same with you, Brett. I don’t know if you wanna do any kind of preamble for us. Yeah. Sure. Yeah. Yeah. Excited to be here as well. I gave some very quick context on Thrive, and then we’ll we’ll jump into solution later, I know. But for a brief overview, Thryv is a behavioral health technology company. We are founded by Arianna Huffington in twenty sixteen, and what we do is help employees improve well-being, reduce stress, reduce burnout, and ultimately improve productivity all by embedding while being in the flow of work. So what you’ll see here today is how we’re partnering with Intradiem to do just that through our sixty second Thrive reset solution. So you’ll see a quick overview demo and some of the outcomes we’ve driven together. Awesome. Thank you, Brett. Alrighty. So today, we’re here to talk about attrition, burnout and attrition, actually, and that’s something I’m sure is near and dear to all of your days. Recruitment costs range anywhere from ten thousand up to twenty five thousand, even higher in specialized industries like health care or insurance. I’ve had customers mentioned all the way up to a hundred thousand for recruitment costs. And when I say recruitment costs, I mean street to production. So time for recruiting, hiring, posting, your proficiency curve, all of that kind of stuff. So it becomes a very costly problem. Assuming twenty five thousand dollars in a thousand seat contact center, it adds up to ten million dollars annually just in replacement costs, just to get people back into the office. So it’s it’s a large problem that we have to get in front of. Speaking to our customers, the idea of an employee battery was born, measuring things like occupancy, shrinkage, break times, time on calls. We process billions of transactions annually, meaning we have the data to identify where this issue is. The problem isn’t just about the actions you take to solve the issue. It’s also about that prediction piece. This solution is designed to analyze the problem, predict burnout, and ultimately take steps to solve it. And and keep in mind, attrition reduction isn’t really the only problem here. This isn’t just about people leaving. It’s also about making your current employees ambassadors for your company. If you give me one click, Charles. So I mentioned the battery side of things, long calls, missed breaks, canceled trainings. They’re all things that can put a drain on somebody’s day. We stood up a machine learning team to dig into this problem at length. In order to first solve the problem, we first needed to understand it. So the first step was to build a data pipeline from the providers, give us that data from the ACD, from your calls, who’s doing what, how long are they spending on on each thing, how is their handle time doing, occupancy shrinkage, all those data points. The next step was aggregating it up produced by the model so it’s usable for diagnosing that burnout risk, and finally, providing the tools needed to remedy that issue. So some of that comes in with Intradine with our front office offerings where we can automate a lot of those actions. Another piece of that puzzle is Thrive, which we we’re joined by Brett here. And then there’s also some manual actions that team managers or leaders can take. But the idea is we wanna get that information into the hands of people so that they can start doing something about the problem. One more click, please, Gels. So we capture a lot of data as we talked about. Our machine learning team evaluated a large number of potential inputs to the model, some near term data, some longer term data focused on agent performance. We found a combination of the two yields the best results running for multiple months to ensure we’re accounting for seasonality and things like that. Turns out we were right. We’re able to prove out our model. So we have things like handle time, time on hold, average time on call, occupancy, all key data points that we have access to or that we can calculate with our data. We fed this into our model, categorized them into four categories. So these are your burnout risk categories, low, moderate, high, or critical. And this just means that your employees are at risk to to a trading the company. So the the idea is we had to understand the problem, analyze it, and then provide a dashboard or some sort of information so that your folks can start taking care of the problem. We did have some poll questions for the webinar. We kind of fat fingered them in, and it’s kinda coming in as four instead of separately. I wanted to pop those up right now just to kinda get a a feel from you folks on how you’re dealing with these sort of problems. If we could pop those up really quick. Perfect. So just take a second and answer those for me. I’d love to get your input on them, and and I’m trying to understand how severe this problem is in your worlds and whether or not you’re kinda running in this this average attrition rate that we’re talking about, or maybe you’re a bit worse, a bit better. Just wanted to get the conversation flowing. Let’s see if I can see these answers here. And, Josh, while we wait for those, one question I had, I’m I’m pretty sure I I know the answer, but I wanna confirm. Not only did did put this model together, but went out and actually have a patent on this. Is this correct? Absolutely right. Yep. We’re a patent on this. I I think that’s relevant because it’s, a, not only highlights the amount of work that went into it, but also speaks to some of the complexity. Right? You can’t go out and just run some of this simple stuff, and get a patent. So I I think it’s a lot of work that’s gone into this. And to your point, it’s been proven out and validated. Yeah. No. That that’s actually a wonderful call out, Jim. And I’d I’d love for you to add a bit more color there because I I InterDIM is a problem out company, meaning that we look at problems and we go and work with our customers to kinda understand how to solve them. Jim was on the customer side when we’re really talking through this problem. Could you add a little bit of context on, kinda where we are and and what we’re doing with it? Yeah. Sure. Yeah. I spent twenty six years in the industry, and and there are very few of those that we didn’t worry about attrition and try to make sure that we weren’t overworking agents. And a lot has changed in that time, from a sort of a we really just can’t do anything about it to now we think we have the data, but you can’t process it quickly enough. And, you know, I know a lot of organizations, not only the one that I was with, but others that I spoke with, were really challenged. We felt like we had gotten to a point, technology wise, wise where the information was there. But let’s face it. We have a core business we have to work at. I was in the banking business, and the goal was to answer calls. And so it was hard to peel off anybody who could work on this problem. Anybody who’s in the contact center knows you can’t really raise your hand and ask your technology group to start fixing some of those things for you. So that’s when we were really excited when we heard Intradiem was working on this. And, you know, the work that you did asking around and working with your existing clients, I think, was critical in building a a very comprehensive model. Thank you, Jim. Much appreciated. So I’ve talked a little bit about the data. Something to call out is the handle time on the right hand side. We’re actually bringing that in in a couple of different ways. We’re looking at it in the averages that you see there. Also, averages for the past three days, past five days, up to fifteen days in the past. What we notice is we’re providing those different averages, and it gives the model a better ability to look at patterns so that we can call out these burnout risk and kind of bubble up issues to the top when you actually need to go take action on them. So I’m just gonna take a quick second. I’ve got the poll working here. Thank you very much, Ellen and everybody. It looks like everyone is fairly consistent with the attrition side of things. With with our experience. We’ve got forty four percent responding. That’s thirty five percent plus on the attrition side and twenty percent lower on the or sorry. Twenty two percent of respondents are are down on the twenty percent side. So that that’s pretty consistent with what we’ve seen. If you give me one more clip, Chelsea. I’m not seeing anything moving. Still seeing cat. Perfect. Thank you. As I mentioned on the previous slide, we’re bringing in data from a variety of lenses. So using that data, we can successfully identify high risk versus low risk agents with an eighty percent accuracy rate. We need about eight to ten weeks of data to be predictive. So we’re able to get that accuracy higher if we ingest additional data, think agent performance data, perform anything relating to to their, completing calls, things like that. The more information we’re able to bring in, the more confident we are in the accuracy of the model, and we’re working with our current customers for the solution to bring in whatever we can bring in those extra those extra models to to to feed that data and get that accuracy up. We’re expecting to get closer to ninety percent accuracy, and and we’re very confident on that piece as we’re moving through things. Let’s get into the dashboards. Thank you, Chelsea. So all of this data feeds into our dashboards to support you and your leadership teams in managing these burnout risks. There are filters enabled to look at particular date ranges on the left. You can drill into the journey of a particular agent filtered by a manager, or maybe there’s a a particular leader where there’s a a problem in their department. Maybe it’s by area of business or business unit. So we give you all the ability to kinda drill in and and work through the data as you need. Additionally, we also have another dashboard that kind of bubbles up those categories that we talked about earlier. So your low, moderate, high, and critical risks. The idea is we wanna feed that information to you guys, give you a view of where people are in their current journey and then the risks associated with it. And, ideally, you start making those actions. You start solving the problem, which we’ll get into in just a second, and you see your your your employees moving through that journey. You can see them move from critical down to high, eventually over to moderate, hopefully to low where they’re they’re an ambassador of the company like we started with. If you give me one more click, Chelsea. So this is our remedial action toolkit. Think of this as your your steps to take to try and solve these burnout risks. Once people start kinda getting that burnout growing, their battery is really depleted. It’s it’s a it’s a day after day problem. On the lower moderate risk, there’s some actions you can take. Maybe low is just monitoring. Moderate is more, let’s take some sort of action. Everything in the orange box there, those are things that IntraDium can automate for you. Identifying the time in the queue when it’s quiet. We can do breaks. We can do extra training sessions. We can deliver coaching sessions, pair them up with their manager. Things like VTO, even wellness breaks or break your recognition for, your work anniversary, for your, birthday, things like that. Intradiem enables that in a very easy way to manage it across your company, and we make it so that you don’t have to go into those WFM segments and fix that after the fact. When you come down to critical risk or more on the the the higher risk categories, there’s also some manual steps your supervisors can take outside of what we would support, automatically within IntraDim. Things like removing someone from a queue, giving them a break, changing their schedule, changing the work type even, or their skills entirely, putting them somewhere else, maybe over to chat or something like that. The whole concept is we’ve identified this risk to this employee, and now here are some things you can take to go and solve that. Above and beyond that, we also can can bring in things like those Thrive resets, which we’ll get into in just a second. One more quick, please, Chelsea. So from an Intradium perspective, just really high level, we integrate to the ACD and the WFM systems in real time. The ACD side, we get that information every three to five seconds. All of that data, we can aggregate it up. It gives us a view into exactly what’s happening. This is how we get all that data for handle time, how we aggregate things to calculate occupancy and understand exactly what’s happening in the call center. That real time pulse gives us that view and and exactly what’s happening and lets us things like, your agent was on five back to back calls. It was really, really long. It’s a hard period. We feed that data over to something like Thrive so that we can trigger a a reset when they need it most versus just doing it whenever there’s quiet time in the queue. On the WFM side, we do, read and write so we can change any kind of segments. So we’re basically removing all of the need to write back anything that we’ve been talking about within those orange sections. We’ll automate end to end for you. And then from an integration perspective, we are fairly agnostic. We generally are with all the big players, both cloud or premise technology. So from a demand perspective, if there’s something changing where you’re going to and it’s not on this list, please don’t be shy. We’re always developing new providers as as we go, and it’s based on where our customers are. So please don’t be shy on that one. And I’m so sorry. I jumped right through everything, and I didn’t, jump jump back to the questions. Let me see if I can go find those. Alright. I, oh, perfect. Popped up. Thank you. So the second question was, do you believe agent satisfaction is critical for creating agent advocates for your brand? And we have a hundred percent saying yes, which is awesome. Everyone’s on the same page there. And this is a really interesting one. So how do you address agent satisfaction to avoid attrition? It really ties back to that remedial action toolkit we just talked through. We’ve got eighty percent of respondents saying that you survey and address areas of dissatisfaction. So so customers employee satisfaction surveys, things like that. Forty four percent saying we provide lunches or food and offline activities, and then thirty three percent saying we monitor and analyze agent wellness factors. So it’s very interesting findings there. And then from a recruitment cost perspective, we have the majority of you guys are on the twenty five thousand dollars plus side of things. And then I’m I’m assuming this is in US dollars. We have some Canadian folks here I saw as well, so that might be a little bit different on that. But but very, very interesting conversation on the dollar side of things. So I appreciate everyone filling that in. And and, Josh, you know, I think one of the things that’s interesting about the factor, everyone’s in agreement that agent satisfaction and turning them into advocates is is correlated and critical. What’s also interesting is as we look at a a problem like attrition, the one thing that I really like about what Intradiem has done with the product is there’s a spectrum. Right? So if you’re looking at who’s really dissatisfied to hopefully avoid attrition, we also have the opportunity to now look at the data on the other side to say, who’s happy and what percentage. Right? So I think it’s important to call out that, obviously, we wanna look at the bigger costlier issue first. But once you’ve opened that door, you have a lot of data there. And, you know, you talk about the product in general. You know, I I, as a customer, spend time with it. And and at QLess, we we work with a lot of customers, and we hear that one of the things that’s difficult about implementing a new technology is that it has to be managed. If you think of it as sort of this operating system that’s got different levers, a lot of people have to spend time operating those levers. And the nice thing about, Intradium is that automation factor. So when you start thinking, okay. I know they’re not happy, and I want to avoid attrition. That’s yet another lever I have to work with, but IntraDim helps automate that. So I I think it’s just interesting, and as folks see the remainder of this presentation, think about not only the downside of of, you know, dissatisfaction, but the upside of having a a happy satisfied advocate on the phone. Love that. Thank you, Jim. Brett, I believe we’re over at your part now. You wanna give us one more click, Chelsea? Perfect. Awesome. Thank you very much. And the piece where Thrive comes in is is really to both what Josh and Jim just teed up. It’s what do we do from turning that awareness of knowing when an agent is stressed, knowing when an agent is burnt out, and how do we take action from that, and how do we do that in an automated way as Jim was kinda touching on there. And the way we’re doing that through IntraDium is called Thrive Reset. And it’s really based on this idea that everybody’s gonna face stress throughout the the day, and we’re not gonna prevent that no matter what you’re doing day to day. That’s particularly true for a contact center agent. But what we are trying to do is prevent this cumulative stress from building up for that stress that’s going compounding on top of itself over and over and over day after day. We were we really wanna interrupt that stress cycle, and provide what we’re saying what we’re calling are these sixty second thrive resets directly in the interdiem workflow, meeting agents where they are in those tools are using day to day with interdiem. And what these thrive resets are are a combination of science backed, calming visuals, audio, breathing prompts, leveraging a number of different breathing techniques, stretching techniques, all designed to really help an agent de stress in real time. And the really cool piece of what we’re doing through Intradiem is we’re actually triggering and proactively pushing these Thrive resets to an agent at a moment they need it most. So as Jim was saying, it’s all about that automation. It’s about detecting those moments of peak stress for an agent. Things like particularly long interaction, say it’s twenty percent or thirty percent longer than typical, probably more exhausting, more tiring, will automatically recognize those moments and push these thrive resets to an agent at a moment they need it most. And a piece that’s coming through Intradiem two is being able to personalize the content that an agent sees. So we have hundreds of these Thrive resets across dozens of topics, things like stretching, breathing, nature, gratitude, world exploration, sports. So really something for everybody. And a key piece that we’re bringing in is giving agents the ability to like and dislike each reset they watch. And on the Thrive side and Intradium side, we start to build up a recommendation engine and really serve up the content, topics, themes that resonates with each individual most and weight those content the weight that specific content to them. So we just have to really personalize the experience, and an agent really wouldn’t see the same reset maybe more than twice in a year. So we always keep it fresh, always rotating, always leveraging the latest techniques in stretching, breathing, to really help an agent de stress in real time. So, Chelsea, if you want to go to the next slide, a key piece too about this is the methodology we’re leveraging to actually help provide these breaks. And what we’re doing is leveraging this neuroscience behind short breaks that says it only takes sixty seconds to move your brain from the sympathetic to the parasympathetic nervous system. That’s your feeling of fight or flight to a feeling of calm. There’s two studies here that kinda showcase that in action. I won’t go too depth in-depth into them, but on the left from Microsoft WorkLab, looked at how short breaks up your break, how how your short breaks up your brains essentially work differently. There was the short breaks helping the these beta waves, which are brain waves indicative of stress, actually reduce activity over time by just introducing these breaks in the workflow throughout the day, after going from call to call to call to call. And on the right, NIH had an interesting study, looked at how short breaks actually help our brains learn new skills, and it’s based on this idea that your brain better forms memories when you’re not actively learning. So when you’re not performing, whatever it is that skill you’re trying to improve upon is, and that’s not just a break over a period of hours or when you’re sleeping over days, but actually breaks over period of seconds. And we know those business metrics matter as well at the end of the day, and we wanna find that balance between helping agents improve well-being, reduce stress, reduce burnout in real time, but also improving productivity. So the balance between between the two is really key. And the way we look at it is there is the science behind short breaks and how it can help us make be more productive. So we’re looking at productivity through this lens of well-being, essentially. So if you go on the next slide, Chelsea, we’ll show you what this actually looks like for an agent who is receiving a Thrive reset through Intradium. Place your right hand on the left side of your head. Lean your head to the right. Pause and stretch your left arm out to your left side. Now let your face relax. Slowly move your head back to the center. Place your left hand on the right side of your head and lean your head to the left. Reach your right arm out to the side. Stay here and soften your jaw. Move your head back to the center and interlace your fingers behind your head. Feel the sensation in your neck. Release your hands down and roll your head up. Pause here and breathe. So that’s it. Every reset is exactly sixty seconds. Then the audio had a little trouble coming through. So we’ll send a link that actually gives you some examples of what some of this content looks like. But, again, every reset is exactly sixty seconds. As soon as it ends, it automatically wraps up, puts the agent right back in the call flow, and they start taking calls again in a ready state. And this this piece that’s really key that we found is by sending just three of these sixty second resets per day, so three minutes total off the phones. That’s it. We’ve seen a really amazing impact to things like agent well-being, effectiveness, productivity, engagement. These are some of the KPIs we typically track with our customers. And just to unpack these a little bit, with well-being, we’re looking at things like, can agents better manage stress during the day? Can they recover from those really rough calls or back to back to back calls? Can they find a moment of calm for themselves during the day? Do they feel like their employer’s positively contributing to their well-being? Really, at the end of the day, a lot of these leading indicators proxies of attrition of the the key points that Josh was talking through at the beginning until we have enough data to make that correlation with the customer, which we do, once we are nine, ten, twelve months down the line. At the onset, we’re looking at these well-being metrics, stress, burnout, and we’re seeing really significant lifts in agents better being able to manage stress during the day by getting these resets in their flow of work. And that ties into their effectiveness as well. You’ll see in the second column here about eighty five percent of agents feel more effective on calls after receiving a Thrive reset, really just due to the fact that it gives them that ability to reset, to recenter, and really treating the brain like a battery, giving your ability to recharge, and then you feel better equipped. And we’re finding agents are feeling better equipped to take care of their customers, take care of their patients on the next call because they had that second to recover for themselves. And it’s showing up in the hard productivity metrics as well. We see across our customers about a three percent improvement in average handle time after deploying Thrive reset. At the very least, it’s what we call sustained productivity. So no negative impact to productivity while seeing these significant lifts to agent well-being and and self reported effectiveness. And this improvement in productivity really comes from the fact that our a lot of our customers, almost all, tell us that without Thryv reset in the flow of work, their agents are taking three minutes, if not more, in much more unstructured manners. Oftentimes, that’s in after call work or it’s in a hold time when an agent just needs to extend that out a bit just to breathe and just to recover, and and recenter themselves after getting off a really difficult or stressful interaction. But when an agent knows that these Thrive resets are coming to them in their flow of work at very intentional times, the way we’re leveraging Intrudeum use cases and finding the right time and detecting those moments of stress for an agent. So the timing is very intentional, but, also, the content itself is very intentionally designed with the latest stretching, breathing techniques, and all that. Because of that, we’re actually finding when agents know this is coming, they’re moving through calls faster and wrap them up quicker, which is why that’s showing up in average handle time. And this last bucket on the on the right here with engagement is really key too. A lot of the times with the well-being solution, it’s things that an agent or an employee needs to do, maybe before work or after work or on their own time or in between shifts, and oftentimes logging into another app or another platform. Platform. There’s a lot of friction in the experience. And as a result, they don’t often get a great utilization. But the key thing here again is because we’re meeting them in the tools they’re already using day to day with Intra DM in the technology where they’re already handling customer interactions, where they’re already, in their workforce management flow of work, Because of that, we’re actually seeing about ninety plus percent of agents clicking on that reset and watching all the way through. So our engagement rates are really high. And as a result, they’re getting the benefit in the science that’s really built into the solution because they’re able to use it in a much more seamless way. And we’ve really seen the same impact across our customers. You’ll see insurance, health care, financial services, really the same impact across the board. And before I go to this piece, I know, Jim, you you were a user of of, Thryv at your prior company. So I didn’t know if you wanted to say a little bit about some of the impact you saw as well in some of these, stats that I showed up here. Oh, absolutely. You know, you touched on the point that, especially under stressful situations, agents get the time anyway. So I think, initially, discussions tended to be, can we really afford to offer out, you know, two, three, or however many we wanted one minute increments across the whole, enterprise when we were having a tough day, when agents needed it the most. But we had solid data and went back and looked and said, they’re taking it anyway. You saw handle time go up. You saw ACW. You saw hold times. Right? You saw unaccounted for acks creep up. And we hear that across the board when we work with our customers now. The other thing that we heard from our senior leadership was, are they really gonna take it, or are they just gonna tune out for for sixty seconds? Do we really need thrive in the mix? And that was a data point we were very specific to look at, and that ninety percent actually was higher in our organization. And we were pleasantly surprised. So it’s not just the time. It’s the fact that the the company is offering the time. Right? So I don’t have to take it. You’re giving it to me and the fact that the content was relevant to what the agent needed at that point in time. And the other thing I’ll I’ll call out and one of the things I really love about this partnership is, you mentioned it, it happens when they need it. It’s not, I had a bad call three hours ago, and now I’m talking to my manager. And and even with Intradiem, right, I go back to it’s effective in real time. And and, again, it’s a patented technology. It’s not, hey. Let’s schedule you a break in an hour to take care of that call. You’ve built the system that recognizes it happens. Intradiem acknowledges that and makes it happen. So it’s that that real, seamless technology that fits together that’s an example of what what we really see as the future of the contact center. Yeah. Appreciate you, Sharon. And that that real time piece is absolutely key, and it’s also what are you doing with that break. And it’s it’s it’s interesting. One of our customers, their CHRO just surveyed about a thousand other agents, and they asked, would you rather have a sixty second Thrive reset, what we just saw on the screen here, or a five minute total break? And eighty five percent of them chose that sixty second reset. So it’s really due to that, the impact, the content itself, and what you’re doing with that break is making. And to your point, it is really resonating with the agents, and that’s why we’re seeing some of these impacts, really manifest themselves in the flow of work with with a lot of our customers. And and I’ll go on record as you move to your next slide. I’ll go on record as saying, I would not have expected those results until we use the product. I I was that guy like, I don’t know that people are really gonna do it. And so I I was maybe a little bit skeptical initially. Yeah. And and to your point, if you want to the next slide, Chelsea, it’s where it it’s it’s important to look and put in perspective what are the end users actually saying about this too, and that’s the agents themselves. And we are seeing some really amazing qualitative feedback and testimonials from the agents themselves saying things like, you’ll see the top one there, that this is a lifesaver or another agent telling us that this helps their breathing settle and headaches lessen, pulls slow. So really powerful impact that we’ve been able to make together with Intra DM. And I think it’s always important to just kinda step back and take a look at what are the end users here saying. What is the impact we are making together here? And it’s it is making a significant difference in putting agents first, infusing a sense of empathy in a sense into that call center environment, and giving agents the skills they need both at work and outside of work that they need to help de stress, in real time and and build up that sense of resilience. So I just wanted to share some of the the agent quotes and feedback we’ve received for some of our customers here as well. So, Jim, I think I’ll pass it to you for for the next couple slides. Yeah. Sure. So I I mentioned I’ve spent some time, my fair share of time, in in contact centers, worked in operations for for many years, recently partnered up with a a former colleague on QLess, consulting. And so we do a lot of work in this space. We’re obviously have spent a lot of time, you know, between the two of us. We’ve got fifty plus years, in the business, and we’re working with a lot of organizations and really felt it was important to talk about the contact center of the future. Everybody’s got a lot of stuff coming at them, and we wanted to build on that theme. And one of the reasons that we’ve really been engaged with some of these technology companies, companies like Intra Diem and Thryv, not only were we customers, but we’ve gone out and we’ve looked at at other companies and tried to determine what’s critical to the contact center of the future. And and one of the first things is, how do you leverage AI? Right? And I know AI is a big hot topic and everything. But the key here and as we really think about it is, how do you help it use it to enhance, the agent experience. Right? I think folks can get really overly excited, maybe try to make the big leap in the AI and save a bunch of money and, you know, potentially eliminate agent roles. And and I, you know, I we at Quless don’t really see that as the initial step. What we see is how do you use it and leverage it to support agents? The second thing is how do you implement technology? Right? How do you do that, again, in a way that doesn’t get in the agent’s way? That’s another thing that I saw a lot when we implemented and we hear a lot in the industry is agent attention is very difficult to keep. They got a lot of things going on. So the technology has to not only support them, but be very seamless and and make their life better, not just be another button to click or another thing to do. And then, ultimately, if you really wanna work and compete in the contact center of the future, You have to bring those together, and you have to understand that as we get more specialty and specialized, as the bots and AI take out some of the simpler things, that human interaction is going to be critical, and you want advocates. And I go back to that, survey question we had earlier. We all believe that happy agents are advocates, and advocates are the people that bring customers back to your brand. So those are three things that we see are the pillars of contact center of the future, and we love and we’re a part of this webcast today because we see that both InterDium and Thrive hit those points. Right? You’re using AI to better the agent experience in the enterprise. Right? If you’re reducing attrition, if you’re improving advocacy, you’re using technology and Thrive to seamlessly get in there and make the agents’ day better. Right? It’s not something that’s additive to their work. And, ultimately, keeping agents gives you tenure, gives you experience, gives you knowledge, and taking agents that are maybe in that middle or even happy and building that group out from twenty percent to thirty to fifty. Right? Whatever your number is, building that out means you’re building that brand loyalty. So that’s one of the reasons that we really not the only, but but certainly the fact that it aligns so well with these three pillars, the contact center of the future. We see what you guys are doing as a big part of any operation that looks to succeed, in the next five, ten, and plus years. Awesome. Thank you, Jim. Well, I appreciate everyone coming out. We have some time left for QA. Before we get into that, I just wanna call out we have a webinar next week, Wednesday with, my my leader Larry Swift, Gerard and Luis from Acore Global, and they’re gonna talk about, using IntraDiem as well as implementing effective onboarding processes for new contact center agents. So please, if you have time, please feel free to join us there. Did we have any more questions that we wanted to pop in? I think we’ve been fairly on top of the chat. I appreciate everyone kind of throwing stuff stuff in there. It’s awesome for the engagement. Open floor for the next little bit. Questions? Anything you guys wanted to discuss? I’m gonna offer up my, my friends, Brett and Jim, here in case you wanted to ask them anything as well. Nice. I saw a couple questions. You know? I know we talked a little bit about the, how do you calculate and define the benefits. Again, my experience was it’s it’s very easy. I think someone asked about the pre and the post. Obviously, I think that one’s gonna be critical, but we had a lot of support from both organizations as we went through that process. How do you set up the right survey? How do you get the agent feedback? It’s certainly critical. And let’s face it. At the end of the day, anybody who raises their hand and says, I like this technology, is most likely also gonna have to answer to senior executive leaders and demonstrate that value, which I would say I’ve I’ve spent a lot of my career doing that, and it was relatively easy with both of these products. Awesome. Give a few more minutes. Anyone maybe thinking of something? Please feel free to share feedback with any of us directly. We’d love to hear feedback. If there’s something that you want us to double down on next time, we will absolutely get better as we do more of these. But any kind of feedback, we’re open ears. We wanna we wanna hear it from you guys. Any final questions? Anything else we can add for you folks? For multiple markets. What do you mean by that, Anad? Within within your interesting. So, yes, depending on what you need to do. I I think you might be talking about if you have different businesses, especially in in your situation. So, yes, we can. It depends on how far we go down the, yeah, exactly, the regulation side of things. Realistically, it’s gonna come down to tenants and where we’re hosting your data, if that’s what you’re talking about, and we will we’ll have that conversation offline with you folks. We can definitely accommodate. Anytime, sir. Anybody else? Any more questions? I’d like to thank you and Brett for for sharing the time. You know, it’s always good and and a good opportunity for me to get on and hear, what you guys are doing and and support it, and I thank you for putting this on today. My pleasure. And right back at you. Appreciate you coming in and lending your expertise for us. It’s always great to hear from you. Thank you very much, Brett, as well. Appreciate you coming in and helping us co present here. Chelsea, Barrett, everybody, appreciate you setting everything up. Everyone who joined, thank you very much for your time. Appreciate the engagement. If you have anything, please feel free to reach out. Any, questions or topics that come up, please don’t be shy.