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.