Intraday Automation allows you to easily adjust your frontline staff to meet customer demand. Triggers and actions combine to redirect people in real-time. These triggers and actions are rules that generate immediate response to unpredictable events and rapidly changing conditions. As a result, your employees are always prepared and always productive
Intraday Automation can make you a superhero for productivity, agent engagement and customer satisfaction in record time.
It’s time to activate some superpowers and take control of your operations with Intraday Automation, the only solution proven to reduce complexity and costs while driving increased workforce productivity, performance and customer experience!
Seize the Day with Task Management
Every month, the average agent accrues 18 hours of idle time. Task Management helps you turn inactive hours into productive ones by filling idle downtime with meaningful training and assignments.
Task Management automatically finds the best time to push training and other off-phone work based on customer volume.
Features:
- Leverage idle time: Business rules prompt agents to work on off-phone work when call volume dips
- Prioritize tasks: Creates a personalized and prioritized list of assignments based on agent-level data
- Automate assignments: Business rules assign tasks based on employee performance or broader business needs
- Protect service levels: If volume increases, prompts agents to resume handling interactions
- Update WFM: Writes back any exceptions to WFM software automatically
Benefits:
- Finds more time for training and coaching without increasing costs or compromising service levels
- Improves agent performance by delivering more performance-boosting training
- Increases productivity by reducing idle time
- Improves customer experience with better trained agents who are always available
- Decreases manual WFM processes
Before
Companies increase staff to create time for training and coaching. Meanwhile, 11% of an agent’s day is idle.
After
Training and coaching is completed in short sessions during idle time, increasing volume and velocity.
Master Exceptions with Real-Time Adherence
Real-Time Adherence creates automatic updates to employee schedules throughout the day. Leverage these business rules to prompt better use of management time, more accurate scheduling and an increase in employee compliance.
Automatically identify and process schedule exceptions to free up WFM team resources, ensure 100% accurate schedules and increase employee compliance.
Features:
- Intraday business rules: Create and manage rules to define when an exception should be added to a user’s schedule. The system uses real-time information from third-party feeds, such as your ACD and WFM
- Automatic addition of exceptions: Automatically adds or modifies existing schedules when conditions are met
- Automate assignments: Business rules assign tasks based on employee performance or broader business needs
- Alerts and notifications: Alerts employees and supervisors of exception when they occur to increase adherence rates
Benefits:
- Reduces the number of FTEs needed to manage exception processing by at least 50%
- Creates a completely accurate schedule to better maintain staffing levels
- Allows workforce management teams to respond immediately when exceptions occur, increasing schedule adherence
- Enables the workforce management team to focus resources on more strategic tasks
Before
Workforce management teams manually process countless exceptions throughout the day.
After
Exceptions are automatically processed, freeing up workforce management time and resources.
Flex Your Resources with Intraday Staffing
Knowing when to add extra staff or send people home can have a big impact on both your customer experience and your bottom line. Intraday Staffing allows workforce managers to set up rules that quickly adjust human resource levels in response to fluctuating customer demand.
Immediately respond when understaffed or overstaffed to protect your customer experience and save money.
Features:
- Automate Voluntary Time Off processes: Create business rules based on agent profile, net staffing data, and other real-time data
- Automate requests for Voluntary Overtime: Eligible employees are sent requests based on pre-set rules via text message, phone call or email
- Target appropriate personnel for staffing offers: Choose the right employees based on performance, employee preferences, history and custom employee attributes
- Build custom workflows: Integrate seamlessly with your traditional WFM system to leverage net staffing data and update employee schedules
Benefits:
- Reduces labor costs by accelerating manual intraday staffing processes
- Ensures customers receive prompt service despite high volume
- Aligns with business goals: retain high performers to meet numbers or keep agents on for more training
- Eliminates the need for manual monitoring of staffing processes and allows workforce managers to focus on other key priorities
Before
Workforce managers manually select and ask staff to come in or leave early, but the benefit isn’t maximized since the process is so time-consuming. By the time staffing levels are adjusted, customer experience has suffered and savings are wasted.
After
Workforce managers set up business rules that automate intraday staffing processes. Staffing issues are quickly rectified, protecting the customer experience or saving the company labor costs.
Confidence in Every Interaction with Channel Balancing
Channel Balancing allows you to keep all lines of communication open and fully staffed so customers can interact with your business through the channel of their choice. When customer demand fluctuates across channels, business rules can move the right personnel to where they are needed most.
Break down the channel silos and reduce staffing levels, improve customer satisfaction and increase agent engagement through workday variety.
Features:
- Cross-channel trends: Monitor service levels and incoming volume across all channels and disparate technologies
- Up-to-date skill associations: Evaluate agent profiles for appropriate skill sets
- Customer expectations: Direct agents to work in other channels to alleviate excess volume
Benefits:
- Ensures customers receive prompt and consistent service in every channel
- Reduce staffing levels and labor costs by breaking down interaction channel silos
- Promotes employee satisfaction by offering a variety of work
- Reduces costs associated with manual processes or requesting support from other areas of the business
Before
Workforce managers used manual processes and relied on a dedicated group of employees to handle various interaction channels and technologies.
After
Workforce managers set up thresholds and use system rules to trigger actions that move the right agents with the right skill set between channels to consistently meet customer demand.
Real-time Response with Alerts & Notifications
It’s time to stop communicating in slow motion. With Alerts & Notifications, business rules monitor your key metrics in real-time and alert the right people when specific criteria are met. The result is automated support for your workforce, which means better performance, productivity and compliance throughout your operations.
Provide employees with the support they crave with coaching opportunity alerts, real-time support warnings and performance notifications.
Features:
- Real-time monitoring: Identify trends and alerts that could impact SLAs, performance metrics and adherence before they escalate
- Immediate notification: Send alerts and notifications to business leaders to prompt immediate action
- Performance management: Inform supervisors of critical information such as past due assignments and performance issues
- Employee communications: Send updates to your workforce throughout the day of any issues that could impact service levels
- Limitless integrations: Works with existing technologies to enhance overall performance without disrupting service levels or compromising security
Benefits:
- Reduce time spent by your WFM team, supervisors and coaches manually monitoring and communicating key information
- Reduce reaction time to critical events and conditions
- Drive positive employee behavior through automated alerts and notifications
- Create more face-time between employees and coaches with coaching opportunity alerts
Before
A customer service call goes on much longer than the average handle time threshold, and a supervisor who takes note of the call time must manually adjust staffing to match call queues and volume.
After
Alerts & Notifications monitors AHT and automatically reacts to a call which exceeds the threshold limit, sending an alert message to the supervisor.
Optimizing Expertise with Reskilling
In every workplace, skill sets vary from one person to the next, and performance levels shift throughout the day. Reskilling allows you to direct customer questions to the agent best equipped to answer them — matching inquiries with subject matter experts.
Provide employees with the support they crave with coaching opportunity alerts, real-time support warnings and performance notifications.
Features:
- Track status of training assignments and certifications
- Integrate with performance management and other systems to track employee performance
- Business rules trigger updates to ACD queue/skill assignments and priority
Benefits:
- Reduces costs by eliminating manual processes to update agent queue associations
- Customer experience improves as the right agents are more precisely matched with the right calls
- Agents quickly use new skills reinforcing training and immediately building proficiency
Before
Supervisors and management manually track training completion and agent performance. Days or weeks pass before updating agent profiles, sabotaging the customer experience by leaving poor performers on a skill while newly qualified agents aren’t taking calls at all.
After
Agent queue associations are automatically updated, and agents immediately begin handling inquiries within their skill-set to build upon their knowledge. If performance drops, profiles immediately reflect the change and the customer experience is protected.
Executive Overview (PDF)