Contact Center Automation and Employee Well-Being Case Study

This case study outlines the implementation of Intradiem’s contact center automation technology in a financial services company to support remote agents during challenging work conditions. The document details the significant stress levels reported by agents, with 87% indicating high stress, which contributes to burnout and high attrition rates. The financial services company utilized Intradiem to deliver 100,000 training hours in the first ten months, enhancing agent support without impacting service levels. Additionally, the partnership with Thrive Global introduced Thrive Resets, which are integrated into agents' workflows to provide restorative breaks. The case study presents the real-time capabilities of Intradiem that allow for timely delivery of training and breaks, thereby improving agent well-being and productivity. Results indicate a high acceptance rate for the Resets and a notable reduction in stress impact on performance. The collaboration emphasizes a people-first approach to technology, aiming to enhance both employee and customer experiences.