Intradiem survey uncovers opportunity for improving intraday management challenges

Contact center professionals share how they handle the intraday shuffle

Atlanta, GA (May 14, 2013) – Intradiem, the leading provider of intraday management solutions, announces survey results from its 2013 Intraday Management Challenges survey.   

The survey was conducted in conjunction with an interactive web event, The Ultimate Call Center Survival Guide, Intradiem hosted earlier this year. More than 100 contact center professionals answered questions about their intraday management challenges, specifically around the topics of fluctuating contact center intraday staffing needs as well as queue management and real-time notifications.

Survey results indicate that current approaches to making intraday adjustments are largely through manual processes, leaving significant room for improvements in efficiencies. Here are some of the key findings:

• Intraday staffing – More than half of survey respondents manage intraday staffing through a manual process, or not at all, resulting in significant lag time.
• Queue management – 59 percent of the respondents require some level of manual intervention to make changes to queues due to workload or skill changes.
• Real time monitoring and alerts – 13 percent indicated they rely on technology alone when monitoring call center conditions, leaving a lot of room for improvement in responding quickly and consistently when it matters most.

“Contact center executives have a real opportunity to drive customer experience improvements by changing the way they react to fluctuating conditions within their call center,” said Matt McConnell, Intradiem CEO. “Having the ability to automate staffing changes, update queues or alert supervisors that a key metric is falling below threshold can drastically improve operations and make it easier to focus on the key metrics that impact customer experience, like FCR or C-SAT.”

To see the survey results, click here: http://blog.intradiem.com/the-contact-center-intraday-shuffle-infographic/.

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