Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB) Workforce Management Practices Award for their use of Intradiem to deliver business improvements across both the customer and employee experiences. AccorHotels accomplished these improvements through their use of a platform created and provided by Intradiem.
AccorHotels’ WFM Team uses Intradiem’s advanced real-time automation platform to write business rules that solve operational challenges and capitalize on opportunities to increase productivity and reduce costs in real-time. For example, since deploying Intradiem, AccorHotels is now able to increase the amount of agent communication and training while reducing associated payroll hours.
This is achieved by writing business rules that use real-time data from WFM and ACD to turn what otherwise would have been paid idle time, into opportunities for delivery of timely communications, training, product updates, and a variety of other information. Moreover, AccorHotels is simultaneously maintaining a Service Level Goal of 85/10 and delivering emotionally engaging and exceptional guest service.
First quarter of 2017 alone, yielded over 9,000 sessions being delivered to agents, ranging in duration of 2 to 15 minutes and representing a transformation of idle time to productive time equaling ninety-eight minutes per agent per month. Best of all, the agents love it! A common theme rang through in a recent agent survey on their impression of the Intradiem solution: “Absolutely, takes stress off. I enjoy having the few minutes to learn more about my job, this aids in my selling skills.”
Currently, AccorHotels is expanding their use of Intradiem to include rules that will handle schedule adherence, shift and break time adjustments, upcoming meeting notifications, and intraday staffing automation, which would allow them to offer extra hours or voluntarily time off when certain conditions are met. These additions would provide more time for the Workforce Planning Team members to focus on strategic initiatives. And, citing that they view “the possibilities are endless,” AccorHotels keeps challenging their team to come up with new uses for Intradiem!
According to Louise Andrew, Director, Workforce Planning, “After just a few months, we are only at the tip of the iceberg in terms of leveraging this solution. We are thrilled with the results so far! We continue to learn and have been involved in some best practices sessions to hear about the successes that other companies have had with Intradiem. We have a great relationship with our new partner, and they are ensuring that we are as successful as possible.”
Congratulations again to AccorHotels Global Reservation Team! Intradiem is honored to be a part of your success!