|[February 26, 2013]
Intradiem's Intraday Task Management Technology Enables Distribution of Back Office Work to Frontline Contact Center Agents
ATLANTA --(Business Wire)--
Intradiem, the leading provider of intraday
management solutions, announces the ability for contact center
agents to complete back office tasks during idle time using its
technology. With advanced scheduling capabilities, Intradiem increases
the efficiency and profitability of its clients.
Companies operating both contact centers and back office operations
typically have significant expenses in both organizations. Intradiem
allows companies to push back office work into the call center during
agent available time.
The intraday management technology delivers these activities - which can
include claims, customer research, invoice processing and data entry -
directly to the contact center agent desktop during available time while
monitoring ACD metrics to ensure that service levels are always
achieved. The technology dynamically responds to changes in call volume
and aggregates small increments of idle time across the entire agent
population to create productive sessions for individual agents.
Intradiem client, Focus Services, has successfully depoyed the
capability. "Moving back office work into the contact center allows us
to become a more productive operation," said John Porter, chief
executive officer of Focus Services. "Like any call center, fluctuating
call volume is constant and results in an abundance of agent available
time. Having the ability to utilize agent available time to process back
office work improves both margins and customer satisfaction."
A large insurance company also using Intradiem in its contact centers
has been able to deliver enough back office work to its contact center
agents during available time to avoid hiring dozens of additional back
"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, Intradiem CEO. "Our customers have an
opportunity to turn all of this unproductive available time into active
wait time. I don't know of any other initiative that can improve
employee productivity this dramatically."
Using Intradiem to deliver back office work to available agents has many
Contact center agent utilization increases, allowing clients to get
more work done with their existing staff
As a result of an increase in work variety, call center agent
For business process outsourcers, completing billable back office
tasks during agent available time improves program profitability
To view a social media version of this news release, visit here.
Intradiem, formerly Knowlagent, is the leading provider of intraday
management solutions for contact centers. Its technology increases agent
productivity and performance by delivering off-phone activities during
agent idle time. Intradiem's solutions are on-demand, easy to use and
require no capital expenditures. More than 450,000 agents and managers
around the world use Intradiem's solutions every day. For more
information, call 888-566-9457 or visit us online at www.intradiem.com.
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