Intradiem Expands on Intraday Management

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Intradiem Expands on Intraday Management

By Paula Bernier, Executive Editor, TMC  |  October 02, 2013

Organizations can realize a 20 percent increase in the performance of their contact centers by introducing intraday management, which can positively impact employee productivity and the customer experience.

That’s the word from John Wolf, chief marketing officer of Intradiem.

Intradiem has made its name delivering solutions for intraday management, which enable contact centers to shift their agents to other activities – such as coaching, training, or back office work – when call volumes dip temporarily. About three years ago, the company expanded to also enable its intraday management system to push agents in their idle time not only to training and coaching, but also to do administrative tasks and back office work. That has enabled Intradiem to grow more than 40 percent every year since, and it’s allowed customers to realize new savings and cost avoidance benefits from their contact centers, says Wolf.

The company in January introduced release 9.0, which increased its ability to link with applications that allow agents to do more tasks during down time. It can connect with all major ACDs, all major workforce management systems, as well as with performance management systems. And this quarter Intradiem expects to roll out release 9.5, which will feature intraday staff, queue management, and alerts and notifications, all of which are new with this release.

In other recent news from Intradiem, the company has announced the addition to its staff of Nita Pennardt. As the director of customer success, Pennardt manages and develops Intradiem’s Success Managers to ensure they are well-trained and equipped to support Intradiem’s customer requests and product adoption. Her previous work includes 22 years with Coca-Cola Enterprises, where she filled various roles within the company including establishing a profitable sales and service center with a highly engaged agent culture.

“Fundamentally, Intradiem is a company that helps organizations identify opportunities to improve efficiencies and run their businesses in a more streamlined manner. That is also what I’ve focused on over the years in my various roles throughout my professional career,” says Pennardt. “Working with Intradiem in this capacity is a natural progression for me, and I’m excited for the new opportunities my role presents.”




Edited by Alisen Downey
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