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Intraday Management Software Works Seamlessly with ACD to Respond to Call Volume

By Amanda Ciccatelli, TMCnet Web Editor

Today, successful call center management is all about performance, which is no easy job. The call center is always under pressure to minimize the costs involved in handling the customer interaction, while still delivering exceptional customer service. One of the primary challenges is building an efficient call center schedule. There are numerous uncontrollable factors that affect the scheduling of agents, so it takes specific knowledge and measurements to create the most effective schedule.  

In fact, the average agent spends an incredible 17 hours each month sitting at their desk waiting for the next call to come in, according to Matt McConnell, CEO of Intradiem. So, Intradiem, a provider of intraday management solutions, has decided to work with Aspect (News - Alert) Software's workforce optimization (WFO) platform to aggregate a center's collective idle time to find meaningful chunks of time for agents to complete activities that would otherwise require scheduled time away from handling calls.

By integrating with Aspect's WFO platform, Intradiem enables Aspect's customers to find 49 more minutes a day for agents to complete activities, resulting in a much more efficient agent workforce that can provide a higher level of customer service. Further, agents can use these sessions to complete prioritized lists of activities designed to improve performance such as coaching, training, or even back-office work.

"Aspect's workforce optimization platform easily integrates with other leading contact center technologies like Intradiem to provide our customers with a total solution centered on our collective goal of making agents more productive and effective," said Serge Hyppolite, vice president of product management at Aspect, in a statement.

Intradiem works with Aspect's WFO platform and a center's automatic call distributor (ACD) to dynamically respond to call volume, eliminating the need to "hard-schedule" off-phone activities. In addition, Intradiem imports agent schedules, ensuring task sessions are delivered only during acceptable time periods and do not conflict with scheduled activities.

Hyppolite continued, “Aspect allows agents to manage their own schedules within a pre-defined set of rules that ensure customer commitments are maintained. Now, with the integration with Intradiem, agents will be able to use otherwise unproductive idle time to complete activities designed to improve their performance."