What do contact center agents do in their free time? According to reports, a contact center agent has 49 minutes between the calls every day and this amounts to 5 weeks of paid, unproductive vacation.
Helping companies to make better use of this idle time, intraday management solutions provider Intradiem has unveiled Intradiem 9.0. According to the company, Intradiem 9.0 helps users to come up with a set of rules to easily administer intraday tasks.
Intradiem 9.0 helps users to monitor the number of calls made. It also helps to send personalized activities straight to agents’ PCs. The task indexing and management feature provided in this updated version is simple to use and it allows the users to deliver sophisticated sequences. Apart from this, they can connect to any data source to provide integrated task management, the company has stated.
Intradiem helps employers to utilize the idle time of agents more effectively. The company calls this, ‘Active Wait time,’ where Intradiem 9.0 helps agents to prioritize their activities and increase profitability.
“The launch of 9.0 gives our customers the ability to develop the business reflexes that will drive improvement in employee productivity, company profitability and customer experience,” said Matt McConnell, Intradiem’s chief executive officer. “This technology is flexible enough to allow our customers to innovate and come up with the recipes that are right for their unique situations. For example, they can send back-office tasks to agents during downtime, provide extra time to review materials before a weekly meeting or set aside time to complete administrative tasks.”
Until recently, the company was known as Knowlagent. The company changed its name to Intradiem in January 2013 as the company’s started providing more products than before. The company felt that a new name was required to reflect its increased product offerings.