ATLANTA, GA – Jan. 28, 2014 – Intradiem, the leading provider of intraday workforce management solutions, and Vivint, the nation’s leading home automation services company announce Vivint’s results from its deployment of Intradiem.
With more than 800,000 customers in the US and Canada, Vivint’s customer service agents require frequent and ongoing training to have the knowledge to support multiple products in a competitive business. However, finding the time needed to develop 600 agents while maintaining service levels proved to be challenging.
Vivint selected Intradiem to quickly deploy critical communications and training to address the rapidly changing business specifications needed by agents to effectively handle customer inquiries. With the Intradiem technology, Vivint dynamically delivers consistent, ongoing product-specific and soft skills training, company and team communications, compliance training and call reviews to help improve agent development.
“Today, the level of information we can deliver to agents is more in line with the complexity of our products, which translates to more efficient and higher-quality customer interactions overall.” said Tim Izatt, Director of Customer Service. “Overall agent productivity has also increased. Agents are more highly utilized and employee morale has improved – our agents tell us that they enjoy the training and the ‘break’ it provides by adding variety to their workday.”
The company measured the financial benefit of Intradiem as an operating impact of 3.1 percent, with 2.2 percent based on increased productivity and 0.9 percent based on increased performance. Since implementing Intradiem, Vivint noted the following results:
- 2,400 agent development sessions delivered to 400 agents in five days
- Average handle time decreased by five percent
- Increase in “fixed on the phone” metric, measuring agent’s ability to address customers issues during their initial conversation
“Vivint operates within a highly competitive marketplace. Continually arming their agents with the right information to excel within their roles is essential for the company’s success,” said Matt McConnell, Intradiem’s CEO. “We are excited to partner with such an innovative company and help them develop new solutions that can extend into their field services operations and further improve the productivity of their operations.”
Intradiem, formerly Knowlagent, is the leader in intraday management solutions for contact centers. Intradiem equips our customers with business reflexes that immediately and consistently respond to unpredictable events and conditions. Reflexes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts improve business performance by over 20 percent. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day. For more information, call 888-566-9457 or visit www.intradiem.com.
Vivint is a leading provider of home technology services. Vivint services are delivered through a technology-based platform that integrates a wide range of wireless features and components to provide simple, affordable home security, energy management, home automation, and solar solutions. Our vision is to connect customers to the things that matter most—their homes, families, health, cars, and businesses. In 2011, Vivint's Home Automation package and Advanced Security package received a Consumers Digest "Best Buy" rating. Vivint also received the 2012 CSAA Central Station of the Year award for overall excellence in monitoring, training, and quality relationships with customers. Dedicated to protecting families, increasing energy efficiency, and simplifying lives, Vivint has over 13 years of experience and supports more than 800,000 customers throughout the United States and Canada. For more information, visit the company's website at www.vivint.com.