Intradiem's CEO, Matt McConnell, recently reached out to businesses struggling with the current pandemic. Matt noted that he and his team are thinking about everyone affected by the COVID-19 virus today, including those who have struggled to make the shift to a new work-from-home model.
Matt notes that businesses are facing unprecedented challenges to respond to the confusing crisis around us and that many companies operating contact centres just aren’t equipped to support a remote workforce. Unfortunately, today’s businesses don’t have the time to plan a slow and steady migration to the cloud anymore. COVID-19 has left us forced to embrace the remote landscape, whether we’re prepared or not.
The Benefits of Workforce Automation
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Matt McConnell[/caption]
In the remote environment, workforce automation can provide a lot of assistance to the contact centre. With the right service, you can engage and connect with your contact centre employees wherever they are. Matt refers to the technology as similar to having an automated manager in place for every agent.
The workforce automation technology offered by Intradiem allows businesses to track the changing conditions in the contact centre in real-time while guiding agents towards the right communication results. For managers who aren’t accustomed to supporting employees working at home, workforce automation can be crucial.
Workforce automation solutions don’t just keep track of the remote workforce, they can also help to offer real-time training and communication to the agent desktop anywhere, at any time. With Intradiem, for instance, businesses can: