Intradiem’s CEO, Matt McConnell, recently reached out to businesses struggling with the current pandemic. Matt noted that he and his team are thinking about everyone affected by the COVID-19 virus today, including those who have struggled to make the shift to a new work-from-home model.
Matt notes that businesses are facing unprecedented challenges to respond to the confusing crisis around us and that many companies operating contact centres just aren’t equipped to support a remote workforce. Unfortunately, today’s businesses don’t have the time to plan a slow and steady migration to the cloud anymore. COVID-19 has left us forced to embrace the remote landscape, whether we’re prepared or not.
The Benefits of Workforce Automation
In the remote environment, workforce automation can provide a lot of assistance to the contact centre. With the right service, you can engage and connect with your contact centre employees wherever they are. Matt refers to the technology as similar to having an automated manager in place for every agent.
The workforce automation technology offered by Intradiem allows businesses to track the changing conditions in the contact centre in real-time while guiding agents towards the right communication results. For managers who aren’t accustomed to supporting employees working at home, workforce automation can be crucial.
Workforce automation solutions don’t just keep track of the remote workforce, they can also help to offer real-time training and communication to the agent desktop anywhere, at any time. With Intradiem, for instance, businesses can:
- Continue with agent coaching and development plans, even in a remote environment
- Cross-train agents to ensure complete support in various areas
- Deliver crucial communications through leadership emails or videos explaining the latest company protocols and updates
Optimising Workplace Productivity
McConnell also notes that the workforce automation solutions available on the cloud today can help to optimise the management of remote workers when supervisors aren’t available. Workforce automation helps with monitoring service levels and alerting agents to move to different states when call volume spikes.
Additionally, these tools can help with monitoring volume across channels, and alerting agents to move into high-volume environments. You can even use workforce automation tools to optimise schedules and control handling times during periods of high volume. Automation efforts will become even more essential as contact centres evolve from the standard in-office environment to the remote world.
As a workforce automation solution provider for the modern contact centre, Intradiem believes that with workforce automation, companies can enable remote agents to be more productive, as if they were sitting within their stations in your contact centre. The COVID-19 virus is just one example of how a single unexpected event can wreak havoc in any company’s landscape.
According to Intradiem, in times of unprecedented change, organisations that rush to deploy crucial tools like workforce automation can take current challenges like these and reform operations into a sustainable, long-term competitive advantage.
