Hey, check this out: an AI-powered solution that can predict agent churn with 80% accuracy, and they expect it to reach 90% by 2024. How crazy is that?
So apparently, this company called Intradiem is revolutionizing the contact center game by introducing the first-ever AI-powered technology to quantify agent “burnout” and predict the risk of attrition. And get this, their solution is already accurate about 80% of the time, but they’re refining it and training the model to increase that accuracy to 90% or more by 2024. That’s some futuristic stuff right there.
Now, let’s talk about the gig of being a call center agent. It’s no secret that it’s a stressful job. Those rigid schedules, the repetitive work, and dealing with frustrated callers day in and day out can really mess with your head. And you know what happens when people get burnt out? They leave. And that’s where the problems start to pile up for companies. High attrition rates can cost a fortune and ruin the customer experience. In fact, it’s estimated that agent attrition averages between 40-70% annually. Some organizations even have to replace their entire agent population every year! And let me tell you, that ain’t cheap. We’re talking about shelling out anywhere from $20,000 to $35,000 just to replace one agent. Yikes!
So, that’s where Intradiem comes in with their AI-powered solution. They use real-time data from contact centers to measure an agent’s burnout risk and give supervisors a heads up. And it doesn’t stop there. They also provide recommendations on how to reduce the risk of these agents quitting. It could be anything from having a chat with them, to giving them some extra training or even surprise wellness breaks. And the beauty of it is that a lot of these actions can be scheduled and delivered automatically through Intradiem. It’s like having a personal agent caretaker, keeping your valuable employees happy and saving you some serious cash.
The CEO of Intradiem, Matt McConnell, is pretty stoked about this breakthrough. He’s all like, “With our insane amount of real-time data and our rockstar team of developers and industry experts, we can tackle the contact center world’s biggest challenges head-on.” And you know what? I believe him. This technology is going to make a real difference, from boosting operating efficiency to improving the whole customer service experience. It’s a win-win situation!
If you want to dive deeper into this AI-powered solution, you can check out Intradiem’s webinar hosted by the Society of Workforce Planning Professionals. They’re spilling all the tea on how to predict and drastically reduce contact center attrition. Trust me, you don’t want to miss it.
So, that’s the scoop on Intradiem. They’re all about empowering workers and using technology to make their lives better. They’re not here to replace anyone, oh no. They’re here to help contact centers utilize their resources more effectively, improve agent engagement, and ultimately give customers a top-notch experience. Talk about a win for everyone involved!
And hey, if you want to learn more about Intradiem and their mission, you can hit them up at the contact info below. They’ve got a bunch of geniuses ready to chat with you.
Melissa Spies: [email protected]