Intradiem featured in Aberdeen Research brief on business impact of intraday management

Intraday management technology evaluated as integral part of workforce management

ATLANTA, GA (July 23, 2013) – Intradiem, the leading provider of intraday management solutions, has sponsored the Aberdeen Research Brief titled, “The Strategic Value of Intraday Management in the Contact Center.” The report discusses the building blocks and quantifiable business impact of implementing intraday management programs. Click here to download the complete findings.  

According to the report, authored by Senior Research Analyst Omer Minkara, contact centers are taking a more prominent role within organizations through managing the customer experience. Research conducted by the Aberdeen Group indicates companies can better adapt to the changing role of the contact center and manage expectations of customers empowered by tools such as social media by implementing intraday management strategies in their contact center.

More specifically, the Aberdeen report found that when compared to peers, intraday management users saw the following benefits:

• An increase in customer satisfaction scores by 37 percent year-over-year
• An annual increase in agent productivity by 6.3 percent
• A reduction in abandoned or unaddressed customer calls by 10.2 percent year-over-year
• An improvement in agent retention for companies training agents on back-office activities by 10.8 percent

“This report delves into the key components of successful intraday management programs,” said Matt McConnell, Intradiem’s chief executive officer. “Having the tools in place to help the contact center react to these changing conditions can greatly impact operations as well as the customer experience.”

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