Intradiem has come up with the concept of Dynamic Workforce Orchestration in order to provide customer service operations with the ability to cope with variations in demand, staffing, and technology. The organization must have a method for managing operations quickly as there is variation in customer demand and workforce capacity throughout the day. With Dynamic Workforce Orchestration, employees, workload, and technology can be aligned continually. This concept of Dynamic Workforce Orchestration also helps organizations provide a more responsive customer service.
Dynamic Workforce Orchestration detects variations in demand and capacity and turns them into real time actions rather than depending on managers for monitoring operations and making manual adjustments. Automation also enables organizations to manage variations on a larger scale.
According to Intradiem, their clients have seen productivity gains of 10% or higher. They have also seen a $7 return on investment for every dollar spent. Such achievements demonstrate the possible advantages of implementing real-time intelligence and automation into operations involving workers.
“Planning for demand alone is no longer enough,” said Jennifer Lee, President & Co-CEO of Intradiem. “Customer demand shifts throughout the day, work moves across teams and channels and employees increasingly work alongside AI and automation. Dynamic Workforce Orchestration connects up-to-the-minute intelligence with real-time execution so organizations can continuously put the right resources in the right place and deliver more responsive customer service.”
How Dynamic Workforce Orchestration Improves Operations
Workforce Orchestration that is dynamic allows organizations to be able to adapt to changes in operations without having to rely entirely on manual interventions. This is because of the ability of live analytics combined with automation to change resources according to changing customer requirements. In addition, the tool enables collaboration between employees, workloads and technology. This can allow service organizations to deal with fluctuations without sacrificing efficiency and quality of services.
This system operates using Intradiem’s Harmoniq technology and is integrated with existing workforce management, customer service and back-office technologies. This allows organizations to leverage existing technologies and data rather than replacing them.
Connecting Workforce Intelligence With Automated Action
The software brings together one source of real-time intelligence and automation for all workforce operations. The application makes it possible for organizations to detect the changes and react accordingly. In addition, such integration enables the making of better decisions by organizations. Employees may be able to plan their workload based on the demand from customers. Dynamic Workforce Orchestration is a technique that Intradiem uses to make organizations more productive and enhance the experience of their employees.
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News Source: Businesswire.com
