Intradiem, a provider of solutions for contact center and back-office customer service teams, has launched Staffing.
Intradiem Staffing includes new filters that allow contact center managers to customize staffing groups for voluntary time off and voluntary overtime offers. Once adjustments are made, Intradiem's solution automatically updates agents' schedules in the workforce management software. The software also includes conditions, such as cumulative service level and future net staffing, and lets managers fully automate the time-off function or maintain it in manual mode.
"Making real-time staffing adjustments without harming service levels or adding wasteful cost has always been a guessing game in customer service centers," said Chris Busbee, Intradiem's vice president of product management, in a statement. "This new Staffing solution enables customers to leverage the data from their existing systems to make immediate adjustments based on actual conditions, all in real time."