There is a lot of functionality to it, and it has helped a lot of people out with documenting schedules and adjusting break times. Between that and dynamic scheduling, it has helped raise a lot of people's availability scores this year. Doing this automatically without requiring the agent to do anything has really helped ensure things are done accurately.

The overabundance of daily emails. I know these are notices of activity, but a vast majority of it I am aware is happening. It gets a little overwhelming with the high volume of "notices".

It ensures accuracy of records when it comes to scheduled activities and availability metrics for performance review.

I love that it helps my team stay on track even when i cannot monitor them.

It doesnt always update in WFO as it should and exceptions still have to be submitted in some cases.

It helps keeps my advocates on track by notifying them of long hold, acw, and call times. It ensure we get our CBT's completed on time.

It helps to keep track of tasks when you are managing a remote team

I haven't found a down side yet. I use it daily

I am able to see when an employee has time available for meetings and or coachings

Intradiem makes it easy to quickly assign trainings to a large group of staff. The support from our intradiem rep is also incredible! We truly appreciate Julia on our team.

A downside to intradiem is using SCORM content. It doesn't register complete unless you close a blank browser window that comes up when you open SCORM content.

Intradiem solves the issue of coordinating trainings to allow staff time off the phones. It also makes it easy to convince supervisors/managers to trust that the content will get delivered without causing service level issues.

Keeps everything organized and on time. Customer Support is responsive and attentive. Updates frequently come through the pipeline with new features.

Sometimes, getting approved updates included/activated in the app might take extra effort/time.

Troiubleshooting might get complicated at times.

One thihg we wree working on was a delay on Intraiem launch at the start of shifts so it could accomonmdate the internet connectivty hansdhake for auto-launch. After some deliberation and testing, it was approved and implemented sucesfully for associates: this greatly benefits every user, as to not worry that Intradiem it's not there during their shift.

It does a great job at scheduling and alerting advocates to different tasks that they have time to complete. It also has made getting trainings done a breeze. There are some glitches but nothing that hinders usability. The training really helps but I think additional tips and resources specific to organization and role would be useful.

There are the glitches that may alert an advocate and then immediately alert them to go back to their original task. It also is hard to get in the system if there is an administrative issue with registration the app. It can also be cheated by advocates who may not mark tasks complete so they can continue to get alerts for offphone work.

Managing training and service level can be difficult with all the other tasks team leaders have to complete. It can be difficult to watch for advocates to be in certain auxs to have them do something like a training or go into coaching. Intradiem does this for us and it makes scheduling and adhering to SL expectations really easy.

Great product, stable platform, and liked by both advocates and supervisors. Greatly improves adherance goals. Pleasure to work with and good support.

Could use more functionality with newer telephony systems i.e. five9

adherence

instant communication on a large scale for virtual work

it can be tech tricky. the scorum tab and the todo dont always talk and theres many times that the trainigs need to be opened in chrome and not edge. consistancy with internets and not having to change tabs would be very helpful!

real time trianing and urgent changes to a team that ia work from home

This has been a great tool for assisting with taking call center agents off the phone to take shorter assignments. There have been a few glitches this year with assignment deliveries. However, the responses from the support team is very timely.

Sometimes the issues resolve themselves so it is difficult to report to my leadership team why a situation happened.

I have not suggestion for improvements. I think the product provides great options for the contact center.

Use best practices and use cases from current users.

Time off the phone for short assignments and using alerts for reminders to agents. A benefit is less manual work. Out agents are also more productive with assignments.

I love the options of efficiency the application offers via the tasks as well as the premise behind it.

We really, really need an audit trail and more robust reporting features. I also firmly believe that use cases should be more like feature drops versus the cost being in the same realm of an upgrade. I understand that inter-functionality is somewhat different, but from a outside point of view most customers might view it as the same thing. We are on the outside...not the inside.

The Intradiem application is as amazing as its staff and support teams. Innovative, creative and effective....so long as you allow it to do its job. The landscape for contact centers has changed and more importantly will continue to evolve. For that shifting landscape, we have to really let go of the fear of control, trust the technology and the new knowledge that comes with it and apply that knowledge to becoming more effective...versus just busy.

The frontline staff is the most important component of any and every organization. Even more important than the products they offer. Because of that, we have to focus on the employee experience which will result in a better customer experience.

Reduction in ACW use, improvement in Adherence. Efficient use of active wait for gap training.