Intradiem Sponsors Annual ContactBabel Report, “The US Contact Center Decision-Makers' Guide 2013”

Intraday management technology taps unused available agent time to improve contact center operations

Atlanta, GA (July 10, 2013) – Intradiem, the leading provider of intraday management solutions, announces its sponsorship of the US Contact Center Decision-Makers' Guide 2013, published by ContactBabel, the leading analyst firm for the contact center industry.

The report provides an in-depth look at the performance, operations, technology and HR aspects of US contact centers. A detailed questionnaire was distributed to a random sample of 205 contact center managers and directors between January and February 2013. The result is the 6th edition of the largest and most comprehensive study of all aspects of the US contact center industry.

ContactBabel’s US Contact Center Decision-Makers' Guide covers customer experience management, performance metrics, methods for increasing efficiency, industry best practices, and market trends such as: self-service, social media and the mobile customer.

Findings from the report demonstrate that the customer experience is a top priority for respondents. Customer satisfaction and first call resolution (FCR) were both ranked as the highest importance out of seven key contact center metrics. Average FCR rates are at 71 percent, which is similar to 2012. The report questions why FCR hasn’t improved over the past few years and points out that the focus on customer satisfaction and operational efficiencies has increased. Both metrics benefit from FCR improvements.

Agent activity is also covered in the report. Agent idle time averages out to 10.2 percent of agents shifts while average talk time takes up just over half the day at 56.2 percent across industries.

“Across the contact center, idle time is significant, but it’s typically fragmented into small increments of two to three minutes between calls,” said Matt McConnell, Intradiem’s chief executive officer. “Intraday management technology can aggregate this non-productive time into larger chunks of available time for agents to complete off-phone tasks like administrative, back-office, must-reads or training. According to the report, these other tasks are taking up 24 percent of the day. Moving some of these activities into idle time will help improve overall operational efficiencies 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