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TMCNet:  Intradiem's Intraday Task Management Technology Enables Distribution of Back Office Work to Frontline Contact Center Agents

[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 office staff.

"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 benefits, including:

  • 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 satisfaction improves
  • 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.

About Intradiem

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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