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Featured Case Study - Vivint
Vivint improves velocity and certainty of agent training through Intraday Task ManagementVivint, a leading home services company in North America, is using Intradiem’s Intraday Task Management solution to leverage unproductive idle time in its contact centre to deploy additional training and coaching to agents so that they are better equipped to deliver the highest level of customer service. A key challenge for Vivint’s agents is the multiple products and programs they must support.
Intradiem’s solution enables Vivint to find extra time to deliver the critical training, communications and coaching agents need to handle the company’s various product offerings and rapid release schedule – all while maintaining service level commitments and without the need to incur additional headcount.
“Before using RightTime, it was extremely difficult for us to deliver the amount of training and coaching our agents require to provide our customer base with the highest level of service,”
"Before...it was extremely difficult for us to deliver the amount of training and coaching our agents require," he says. "We spent a lot of time worrying about how we'd get everybody off the phone for training, how we'd get the information to them."
“Now, because RightTime is able to dynamically respond to call volume, we are able to use what was unproductive time between customer calls to provide agents with the information they need to be more effective. The level of content we are able to deliver to agents is more in line with the complexity of our products, which ultimately translates to more efficient and higher quality customer interactions.”
Now Vivint can take what was unproductive time to offer agents the information they need to be more effective. "We provide lots of performance-based refresher training, product-specific training, company and team communications, and call recording reviews. Agents are selected for training based on business type and current pain point areas," says Izatt. "The level of content we are able to deliver to agents is more in line with the complexity of our products, which...translates to more efficient and higher-quality customer interactions."
The benefits go beyond that, though. "Our agents are more highly utilised, but they're not tapped out," he states. "We have a performance-based pay scale, and people quickly realised that this tool helped them increase their pay." Izatt says the implementation went off without a hitch, largely because Vivint's executive team quickly came to see "the value this tool could bring. "Bringing in the executive team or all of the key stakeholders early in the process helps when implementing these programs," he suggests.