Intradiem Sponsors Annual ContactBabel Report, “The UK Contact Centre Decision-Makers' Guide 2014”

Report findings prove value of intraday automation tools in multichannel workforce management

Atlanta, GA (October 21, 2014) – Intradiem, the leading provider of intraday management solutions, announces its sponsorship of the UK Contact Centre Decision-Makers' Guide 2014, published by ContactBabel, the leading analyst firm for the contact centre industry.

The annual report examines the performance, operations, technology and HR aspects of UK contact centre operations. A detailed structured questionnaire was distributed to 215 contact centre managers and directors between June and August 2014. The result is the 12th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

The 2014 UK Contact Centre Decision-Makers' Guide identifies six of the major pain points and issues that affect the contact centre industry, including improving quality and performance; maximising efficiency and agent optimisation; new media and the customer of the future; increasing profitability; HR management; and strategic directions. Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area.

In the area of multichannel workforce management, the report finds that 70 per cent of contact centres see value in optimising their current multichannel scheduling capabilities. Additionally, half of the respondents to the survey are not utilising channel balancing in their workforce management initiatives, a disconcerting statistic which seems to indicate that these contact centres are unable to match agent skills with customer requirements except in an ad hoc fashion.

The report’s author, ContactBabel’s Steve Morrell, comments: “Thirty-two per cent of all UK contact centres state that improvements to workforce management solutions are one of their top three IT investment priorities over the next two years, with one-third of large (250+ seat) operations actively looking to replace their existing functionality. Improved multiskilling and being able to forecast and schedule omnichannel activity are at the top of the wish list for new functionality.”

“We’re encouraged to see that contact centres are taking more interest in addressing the gap between agent behaviour and meeting customer expectations,” said Matt McConnell, Intradiem’s chief executive officer. “Larger contact centres are more actively using agent-facing technology that focuses on back office planning, real-time adherence, intraday staffing and multichannel interactions. It’s precisely in these areas where we see intraday automation having the greatest impact, allowing organisations to maximise the efficiency of their scheduling and forecasting, engage and motivate their agents, and deliver an exceptional customer experience.”

The Multichannel Workforce Management section of the report is available for download here.

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457