Contact Center Solutions Featured Article

Intradiem's Intraday Task Management Platform Optimizes Agent Idle Time

February 27, 2013

Even in call centers, often depicted as hubs of buzzing activity that never appears to cease, agents definitely have some time on their hands between customer interactions. If only this ‘idle agent time’ can be converted to the call center’s advantage, things would indeed start looking up.

But is this practically possible? Can idle time be converted into ‘active time’ without affecting normal services? Apparently Intradiem believes this can be done by using its intraday task management patented technology.

Intradiem’s management platform allows companies to identify pockets of idle time and then directs agents with available time to tackle back-office work that just seems to pile up. With its advanced scheduling capabilities, Intradiem increases the efficiency and profitability of its clients.

“Research shows that the average contact center agent spends 11 percent of his or her day available and unproductive, waiting for the next call,” said Matt McConnell, CEO at Intradiem.

That’s not all. Companies operating both contact centers and back-office operations typically incur expenditures in both organizations, but with the Intraday platform, which helps push back office jobs right on to the agent desktop, back office expenses can be curtailed.

And as ACD metrics are monitored continuously, service levels don’t suffer.

Even more importantly, as the Intraday technology responds to changes in call volume, the increments of idle time that it converts into active time correspondingly changes. Thus, if the call volume decreases, agent productive time increases, and if call volumes increase, the amount of active time aggregated also changes.

The dynamic nature of the technology ensures that productive time is optimized.

In essence, Intradiem claims that with the Intraday technology, contact center agent utilization increases, clients get more work done with their existing staff, work variety increases and call center agent satisfaction improves.

An Intradiem client and insurance agency that deployed this capability, Focus Services claimed an improvement in margins, as well as in customer satisfaction.

Intradiem, a provider of intraday management solutions for contact centers, integrated with Aspect (News - Alert) Software's workforce optimization platform to aggregate collective idle time and enable agents to participate in activities designed to improve their performance during this period.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

CorvisaCloud: Listen to your Customers, Address Needs

A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
10/01/2014

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!