Atlanta, GA, USA, Sept 12, 2023 - Intradiem, a provider of contact center automation solutions, is introducing an AI-powered technology solution to quantify agent "burnout" and predict the risk of attrition at the agent level.
Rigid schedules, repetitive work, and regular hostility from frustrated callers make a call center agent’s job notoriously stressful. That fuels chronic attrition, which in turn drives costs high and undercuts a customer’s consistent brand experience. It’s estimated that agent attrition averages 40-70% annually, with some organizations turning over their entire agent population each year. And, replacing a single agent can cost anywhere from $20,000 to $35,000.
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"Agent attrition is always a pressing issue for contact center leaders. It’s costly to find, hire, and train agents, and a lack of experienced employees can negatively impact customer," said Robin Gareiss, CEO and Principal Analyst at Metrigy, a research firm specializing in customer and employee engagement. "Intradiem’s solution helps to retain what are among the most valuable employees companies have–those who know the customer. By using Intradiem to identify agents who are at risk of leaving the company and immediately taking actions to remediate, companies will save money and enjoy happier agents."
"With Intradiem’s extensive amount of real-time data and our talented team of developers and industry experts, we can bring powerful AI solutions to contact centers’ most critical and enduring challenges," said Intradiem CEO Matt McConnell. "This is a genuine breakthrough with benefits that will ripple through the entire customer service delivery chain, from agents to operations to customers."
Posted by Veronica Silva Cusi, news correspondent
Intradiem is a complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office and Retail. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 250,000 frontline workers use Intradiem's solution every day.
Published: Wednesday, September 13, 2023
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