Its Time to Rethink How you do Real Time Management!
Running a contact centre isn’t easy! Between managing agent schedules, handling customer interactions and ensuring employees stay engaged and productive, there’s a lot to juggle. Real Time Analysts therefore have a difficult task. Its not easy to monitor hundreds if not thousands of pieces of data and make quick decisions about changes that need to be made. Essential activities like coaching, performance development, and rolling out strategic initiatives are often postponed or cancelled as priorities change. Traditional Real Time Management methods are not only time-intensive but also prone to errors. Often there is a delay in updating schedules which means that the information in your workforce management system is no longer reflective of what is happening. This is where Real Time Management Automation (Intradiem) steps in to make a difference!
Intradiem’s Real Time Management automation software is designed to help your team cut down on inefficiencies and create a better experience for everyone.
Let’s take a closer look at how it does this….
Delivering Coaching, Training and Knowledge
Effective coaching is the foundation of high-performing teams. In contact centres, the quality of customer service is directly linked to how well agents are trained and supported. Regular coaching sessions help team leaders identify improvement areas, provide personalised feedback, and reinforce company values. They also serve as opportunities to recognise achievements and boost employee morale, fostering an engaged and motivated workforce.
Scheduling coaching and training is often a logistical nightmare that regularly gets postponed or cancelled. If Team Leaders are also responsible for updating schedules and real time management tasks, critical coaching time is often neglected. Without consistent support, agents may struggle to meet performance targets, ultimately affecting customer satisfaction.
Intradiem delivers coaching and training sessions in real time, ensuring agents receive the information they need without disrupting their primary responsibilities. The software provides:
- Coaching sessions tailored to the Team Leader and agent availability giving Team Leaders more control over when these happen
- Training sessions that are delivered in short, bite-sized chunks that help break up the day and make work more interesting
- Automated knowledge updates to keep staff informed
Reducing Average Handle Time and Boosting Productivity
Traditional real time management relies heavily on manual processes, watching screens all day in an attempt to understand what staff are doing and making manual changes to schedules. Frequently things are missed and changes to schedules are made hours after the event took place. There is often a feeling that the process is unfair if an agent is regularly questioned about their activities. Additionally, the repetitive nature of these tasks leaves little room for Real Time Analysts and/or Team Leaders to think strategically and provide more meaningful insights to the business.
Intradiem helps with this by:
- Prompting agents to see if they need help if they seem to be stuck on a long call
- Adjusting schedules in your WFM system if agents get stuck on calls over their lunch break or at the end of their shift
- Offering an additional wellness break if it has been a stressful day
- Freeing up time for Real Time Analysts to provide strategic insights to the business about what is happening
Reducing Attrition with Predictive Analytics
High employee turnover is a persistent challenge in contact centres. Intradiem addresses this with advanced analytics that identify agents at risk of burnout or disengagement. The system provides early warnings, enabling managers to implement proactive retention strategies such as tailored coaching, workload adjustments, or wellness initiatives. This data-driven approach helps reduce attrition, lowering recruitment costs and maintaining operational stability.
Financial and Operational Gains
Intradiem delivers a fast return on investment (ROI) by reducing administrative overhead and streamlining workforce management. It integrates seamlessly with your existing contact centre and workforce management systems.
The Call Design Advantage
Call Design is a leader in workforce optimisation, known for its strategic approach to improving contact centre performance. By implementing Intradiem, we help businesses move beyond traditional reactive real time management towards a more proactive way of doing workforce management. This solution enables team leaders to prioritise coaching and employee development while meeting customer demand —the pillars of a resilient, high-performing contact centre.
Ready to Transform Your Contact Centre?
Intradiem helps you reclaim valuable time, reduce operational costs, and enhance employee engagement—all while improving customer service outcomes. Call Design’s team of experts is here to support your journey, from seamless implementation to continuous optimisation. Discover how Intradiem can redefine your real time management processes and elevate your contact centre to new heights.
Top Ways Contact Centres Are Automating Processes In 2025
In an environment where every minute counts, the ability to automate routine tasks not only improves efficiency but also empowers agents to focus on high-value interactions. As we look toward 2025, new automation technologies promise to redefine how contact centres operate, ensuring seamless experiences for both customers and agents.Read more
How Workforce Planning Can Help Solve the Housing Crisis
The global housing crisis has reached a tipping point, with affordability becoming a significant challenge for millions. While various economic and policy-driven solutions are being debated, one of the most overlooked yet impactful levers for change lies in workforce planning and the way businesses approach remote work.Read more
Tackling Surges in Calls Without Hiring More Staff
Workforce Planning isn’t always easy and accurate forecasting can be a difficult task. Customers aren’t always predictable and unexpected events can happen that cause surges in call volumes. No matter how good your forecasting is, there are always going to be times when demand is greater than what you had predicted, and you don’t have enough staff to handle the workload.
Examples of things that can cause spikes or surges in demand include:
Seasonality: At certain times of the year like end of the financial year or school holidays, there may be an increase in call volumes.
Product Launches or Updates: New product releases, service updates or changes in policies can generate a spike in customer enquiries.
Marketing Campaigns: Promotions, discounts, or advertising can drive an increase in customer interest and result in more calls.
Service Outages or Technical Issues: System failures, outages or technical problems often result in a flood of calls from frustrated customers.
Crisis or Emergency Situations: Events like natural disasters, pandemics or security breaches can lead to a sudden surge in calls.
Social Media or Viral Events: Negative publicity or viral social media posts can cause a rapid increase in customer demand.
These unexpected surges in incoming calls can be mentally and emotionally exhausting for your staff and can cause increased stress and burnout. Staff may struggle to keep up with the influx in calls resulting in longer wait times for customers and potential frustration on both ends. As your staff are rushing to get through calls, the quality of their service may also be lower than usual. If this continues for a prolonged period, its also likely to lead to increased absenteeism as staff take time off to recover from the stress.
Unfortunately, budgets don’t always allow for an increase in staff and offering overtime doesn’t always help if your staff are already stressed and burnt out. So, what can you do?
That’s where leveraging the latest technology can help. Tools like Intradiem (Real Time Management automation) and calld.ai (virtual agents) can help ensure the service you offer doesn’t suffer during peaks in demand.
Adapting with Intradiem and calld.ai
Intradiem and calld.ai play pivotal roles in adapting to call surges. Intradiem provides real-time management automation that can ensure your staff stay focused and engaged during periods of high demand. It optimises agent schedules and prompts them if it looks like they need help, ensuring that critical tasks are prioritised during peak times.
In tandem, calld.ai enhances efficiency with AI-powered agents capable of handling routine customer interactions naturally and effectively. This reduces the burden on human agents, allowing them to focus on complex, high-value tasks. Together, Intradiem and calld.ai form a powerful solution that keeps operations running smoothly, regardless of call volume fluctuations.
Managing Call Spikes with Peak Assist and Surge Guard
If you’ve done the planning and you know that you are going to be understaffed or if you are watching what’s happening on the day and notice that there is a sustained surge in calls, that’s where you can use calld.ai’s Peak Assist or Surge Guard to keep things running smoothly. These AI-powered virtual agents scale up instantly, ensuring you meet demand without overloading your human staff. By taking a proactive approach, you can reduce customer wait times, maintain service levels and ensure business continuity, no matter how unpredictable the call volume gets. Let calld.ai handle the spikes so your team stays focused and engaged!
The calld.ai Advantage
calld.ai stands out with its ability to deliver human-like conversational experiences powered by a private Language Model (LLM) that continuously updates with real-time data. This ensures accurate, context-aware responses, even for complex queries like subscription changes or account management. Its advanced AI capabilities not only improve customer interactions but also enhance operational agility and trust.
Future-Proofing Contact Centre Operations
Implementing advanced AI-driven tools like Intradiem and calld.ai enables contact centres to handle both predictable and unexpected call surges with ease. This proactive approach to workforce management optimises resource allocation, improves efficiency, and supports long-term business growth.
Leveraging these innovative solutions helps organisations remain resilient, responsive, and ready for the challenges ahead.
The Rise of the Digital Workforce: Seamlessly Integrating AI into Workforce Planning
The workforce planning (WFM) industry is undergoing a significant transformation as AI-driven digital resources become an integral part of business operations. AI agents are no longer futuristic concepts; they are here (check out calld.ai) , reshaping the workforce in ways that demand strategic adaptation. From AI-powered real-time analysts to AI interviewers and compliance teams, digital workers are changing the way organisations plan, optimise, and execute workforce strategies.
So, how can workforce planning professionals leverage digital AI resources effectively? And what challenges do they need to navigate?
1. AI in Contact Centres: Agility, Scale, and Speed to Competency
AI agents are transforming customer service operations. Unlike human agents, digital agents can be deployed instantly, scale up or down in real-time to meet demand fluctuations, and provide consistent service 24/7. These capabilities give workforce planning teams unprecedented agility, ensuring organisations can handle peak periods seamlessly. Additionally, while human agents take time to reach full competency, AI agents can be trained and deployed rapidly, significantly reducing ramp-up times.
However, a key challenge lies in balancing digital and human resources. WFM professionals must carefully model AI-human interaction workflows to optimise customer experience and maintain service quality.
2. AI in Real-Time Workforce Optimisation
Real-time workforce analysts play a crucial role in ensuring that contact centres run efficiently and that schedules are kept up-to-date. AI-based real-time tools like #Intradiem can enhance this process by continuously monitoring key workforce metrics, what your staff are doing, and automating scheduling adjustments in real time. This not only improves staff engagement (they don’t get stuck on a call over their lunch break) but also frees human analysts and team leaders to focus on more strategic decision-making.
3. AI in Quality and Compliance: A New Era of Workforce Assurance
AI-driven quality and compliance teams can monitor 100% of interactions, identifying potential compliance risks and quality assurance issues instantly. Unlike traditional sampling-based quality checks, AI ensures comprehensive oversight, enabling faster and more data-driven performance improvements. For team leaders, this means shifting from reactive quality control to proactive management of staff.
4. AI in Recruitment: Do HR Teams Need to Hire Digital Workers?
As AI interviewers and virtual recruiters gain traction, a new question emerges: Should HR teams be involved in the hiring of digital AI agents? Imagine actually interviewing your potential AI Agent about their background, capabilities and knowledge, this is real and here now. If you’d like to see a demo contact us. While traditional hiring processes do not apply to AI workers in the conventional sense, selecting the right AI models, training them on brand-specific data, and continuously optimising their performance is crucial. WFM, Operations and HR leaders must collaborate to ensure AI agents align with business goals and the workforce culture.
5. The Changing Nature of Human Work: Planning for the AI-Human Balance
As AI agents take on high-volume, repetitive tasks, human workers will shift toward more complex, empathetic, and strategic roles. WFM teams must anticipate these changes, redefining job roles, skill requirements, and training strategies. The key is not replacing humans but augmenting them—empowering employees to focus on value-driven work while AI handles efficiency-driven tasks.
6. Ensuring Workforce Harmony: The Human-AI Partnership
For AI resources to be truly effective, they must be deployed in harmony with human workers. This means designing workflows where digital resources complement human skills rather than competing with them. Organisations must foster a culture of collaboration, ensuring employees view digital resources as an enabler rather than a threat. Transparent communication, continuous training, and a clear AI adoption strategy are critical in maintaining a highly engaged workforce.
The Future of Workforce Planning: A Hybrid Model
The rise of AI does not signal the end of human workforce planning—it signals a transformation. The future of workforce management lies in a hybrid model where digital and human resources combine to create highly adaptive, efficient, and scalable workforces.
For workforce planning professionals, the challenge is clear: understanding how to integrate digital resources seamlessly while ensuring the entire workforce remains engaged, empowered, and prepared for the evolving future of work. Those who embrace AI strategically will not only optimise efficiency but also elevate the role of human workers to new heights.
Are you ready to embrace the digital workforce?
Taking Back the Optimisation Mantle – Why WFM Must Lead the Charge
In many organisations, the Workforce Management (WFM) function has long been the backbone of operational efficiency—ensuring the right people are in the right place at the right time to meet business demands. Yet, in recent years, WFM teams are being beaten at their own game, not by better solutions, but by internal decision-making that prioritises IT cost-cutting over business-wide optimisation.Read more
Understanding the Strategic Importance of Workforce Management
Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team.Read more
CALL DESIGN BECOMES ALVARIA'S DIAMOND PARTNER, EXPANDING GLOBAL REACH
Sydney, Australia, 29 May 2023 - Call Design, a leading provider of workforce optimisation solutions, is thrilled to announce its new status as Alvaria’s first and currently only global Diamond Partner. This prestigious partnership signifies a significant milestone in Call Design’s ongoing commitment to delivering exceptional services and solutions to contact centres in Australia and the United States.
As Alvaria’s Diamond Partner, Call Design joins an exclusive group of companies acknowledged for their expertise in contact centres and ability to drive change across workforce management. While there are two other Diamond partners worldwide, they are limited to regional operations, making Call Design the sole global recipient of this distinction. This achievement reflects the unwavering dedication and outstanding performance of Call Design’s entire team across various areas, including WFM strategy, sales, implementation, administration, and support.
Nimesh Dhanak, CEO of Call Design, says “Becoming Alvaria’s Global Diamond Partner is an incredibly momentous milestone for our company. This is a recognition that only partners with outstanding sales performance can achieve, so it serves as a testament to the collective hard work and commitment of our team over the years in fostering a successful relationship with Alvaria. Every part of our business has a connection with Alvaria in some way, shape, or form, and this partnership recognises the value we bring to the table.”
The partnership between Call Design and Alvaria has continually evolved, centred around workforce optimisation solutions and training for contact centres. This achievement reinforces Call Design’s commitment to expanding its relationship with Alvaria and propelling the growth of both organisations, in partnership.
About Call Design:
Call Design is a leading provider of workforce optimisation solutions, empowering organisations to enhance customer experiences, boost operational efficiency, and maximise agent productivity. With extensive industry experience and a deep understanding of contact centres, Call Design offers a comprehensive suite of software and services designed to optimise workforce management, quality monitoring, performance management, training and coaching. Their solutions enable businesses to achieve their goals through streamlined operations, customer experience and improved employee engagement.
Unlocking the Advantages of Remote Agents in Workforce Management: Exploring the benefits from a Workforce Management Perspective
As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages.
Intelligent Automation: How Contact Centres Are Driving Success
Digital transformation and intelligent automation are helping the contact centre industry accelerate growth, achieve operational excellence, and drive superior customer satisfaction. Intelligent automation empowers agents by maximising their time and helps engage and motivate them to meet KPIs thus improving your customers’ experience.
Often the reputation of a contact centre lies in the hands of its agents, therefore, ensuring they have the skills and ability to provide a high-quality customer experience is crucial. This is where intelligent automation can help.
Many contact centres simply do not provide enough support for their agents or have the bandwidth to offer regular training and development opportunities. By deploying intelligent automation agents no longer need to miss out on communications and training that empower and equip them to do their jobs better.
Tasks such as entering exceptions in schedules can be automated and even adjusting breaks and lunches proactively in ways that benefit both your agents and the business.
You can alert agents to wrap up after call work to reduce average handle time or quickly send offers to enable staff to take voluntary time off. All of this can be done in real time, freeing up your managers to do more important tasks and reducing operating costs.
Intelligent Automation as Command Centre
Intelligent automation serves as a command centre as it connects to both your telephony platform and your WFM system, allowing contact volumes, staffing availability and workflow processes to be monitored and actions to be taken in real time.
You can specify the criteria and when actions should be taken so that agents get the help they need, when they need it, and idle time can be used more productively to offer short coaching and training options. If the volume of calls suddenly increases, the software will return agents to work and pause the coaching or training session.
How you can Benefit from Intelligent Automation
Customers call when they want and when they need to. This isn’t always at the best times for your staff. For example, if an agent has a one-on-one meeting scheduled and finishes a call five minutes before the meeting, if they answer another call it may cut into their one-on-one time. With intelligent automation, the system can recognise that the agent has an upcoming meeting and send an automatic alert to the meeting host that the agent is ready for their meeting. The next calls will be rerouted to other agents, and the meeting host is prepared for the meeting to begin. From this, the meeting runs smoothly and on time, the customer calls are answered by other agents, and no work is paused in the process. This drives the contact centre towards success as the risk of disruptions is minimised and the agent is more engaged as their development time isn’t put on the back burner.
Allows for a Hybrid Workplace Model
Regardless of where your staff are based, intelligent automation can help them maximize their time. It’s like having your own manager who is always available to help you when you need it.
Intelligent Automation Solves Problems
Automation in contact centres is the key to overall contact centre success. Repetitive, manual tasks can be automated to make the lives of your staff a lot less stressful, boost staff morale, generate greater productivity, and reduce operating costs.
When agents feel supported and happy at work, it creates a better customer experience and in turn a more profitable business.
To learn more about intelligent automation contact our friendly team.