Its ability to find pockets of time throughout peak periods where normally you would assume none would exist. you can then use this time to no additional cost for employee investment

any technical system issues (infrequent) can sometimes be painful to resolve

Delivering investment time that suits the customer

Instant key messages - Incident management, OT etc

Channel balancing

Wellbeing breaks

Adherence Nudges

'Coaching' - due to start trial in October

This tool helps free up Workforce Operation resources to focus on more useful call center monitoring by automating the process of delivering offline time during times of availability. We have delivered hundreds of hours of training time that would have otherwise never been taken.

The application can be very complicated to learn such as building and writing new rules. It takes quite a bit of experience to master the application.

Spend extra time writing a business requirements document and ensure all needs prior to launch. Additionally, focus on the upload file that is transferred into Intradiem every night to add new users and update hierarchy information. This file is much more important that you anticipate during planning.

We have realized millions of dollars in savings by not only taking advantage of offline time but being able to notify agents when certain performance metrics are out of line such as extended ACW, allowing them to spend more time focusing on productive work.

Training delivery has greatly improved completion rates.

Lack of reporting details and customization.

Work closely with your operations teams to ensure use cases deployed are truly beneficial to the end-users.

Scheduling more "on-demand" type off phone activities.

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

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

I like the great support and response from Intradiem as they always respond quickly and provide great service in resolving issues quickly in a timely manner. Unlike some Vendors they always respond quickly and locate to resolve the issue or escalate as needed.

Only thing is get two emails for each corespondance. Better than no responses,

More efficiently offering early lunches and breaks, providing training opportuinities to call center agents , and offers such as early release from work, OT and other offers to agents.

The tool is very versatile and adaptable

The web portal could be more user friendly

Helps agents reduce AHT and helps sups be more efficient at their job

Schedule Adjustments, ACW Alerting, VTO, and Task Management

Manager Console UI, specifically the reports and the inability to query back-end tables

Make sure that you review the resourcces available on WebHelp and the Intradiem University!

Call Handling and AHT financial savings

Improving Employee Experience

Intradiem makes it easy to schedule trainings. I have used it many times for several in-house trainings and it has worked really well. It offers employee management and activity monitoring functionalities. Though it seemed like a really complex tool at first, the webhelp section outlines in great detail how to use the product

I have had to work with the admin to solve all our issues. It seems a bit complex, but with time it becomes really easy and you begin to see the benefits.

It offers great features. You also get excellent support to help you out with your deployment and implementation

It helps us schedule trainings for our agents in-house. It also helps us monitor the activity of our employees and provides us with inbound call center. It is reliable because their technical support are always helpful

Intradiem is a great tool for getting our employees the training they need while we are all working from home and dealing with high call volume. I like that it is easy to upload, assign, and track results. The message feature has also been very important since we have moved to working from home. This allows the training team and supervisors the ability to communicate urgent updates to agents without taking them off the phone or waiting for them to check email.

The most frustrating thing about intradiem is that it does not auto relaunch if there is a brief disconnection or blip in the internet connection. Since we are working from home, internet connections are sometimes spotty and I find myself sending the same trouble shooting email to agents daily.

It would be great if we could send images (like screen shots) through messages as well.

Intradiem has always been great for our call center environment however since COVID-19 caused the call center agents to move to remote working I think it is more critical than ever that we have Intradiem to maintain a line to communicate critical training. Agents are not having in person training like they used to so Intradiem has become a key avenue of training.