NobelBiz® Blog | First Contact Podcast VIDEO | What Is Intraday Management and How to Make the Most of Ithttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz Having your resources aligned in a seamless manner, in order to maximize efficiency for scheduling and planning your agents time. The solution: intraday management, reducing the unexpected and element of surprise in order to deliver good customer service. More from the episode! https://nobelbiz.com/wp-content/uploads/2021/10/Daryl_round_new.png Guest Daryl Gonos CEO and Founder CommunityWFM Published on September 24, 2021 What Is Intraday Management and How to Make the Most of It In between under or over allocation of resources, intraday management is much more than securing the service levels. Making modifications to schedules as needed is crucial for the workforce management process of a call center. Life is unexpected and unexpected events will always come up in a contact center, even with the most precise planning and scheduling. Having the proper tools to reforecast your intraday management will help you cover those gaps and increase overall performance.PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzFhaFRUZGZ1QThIWEFUdzlvS1Y4R1IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPg Christian: You know, one of the things that we talk about is intraday management. Talk to us about that, how is that important? What is it? And you know, can it be optimized? Daryl: Without question, it's something we focused on quite a while back now. And I think we've moved the needle community with what companies expect out of their intraday capabilities. And specifically, what I'm talking about is, in our solution, we have embedded communication channels. There's the text, there's email, there's the mobile app, we can send pop up reminders, all those communications are very tightly embedded within the solution. So on the intraday side, as our world has just accelerated, beyond most of our ability to translate. What's happening is customer behaviors are somewhat less predictable than they used to be. And so what happens is, during the day of operation, I'm expecting to get 40 372 calls today. And it's nine o'clock in the morning, and we're way off track. I've been monitoring every 15 minute increment. And I can see that the trend is we're going to get like 6000 calls today, we are going to be understaffed. So what we need to do is, we need to take our current schedule path: where is everybody supposed to be right now? They're in meetings or in training, we don't have enough people scheduled right now, how do I add more resources on the intraday. And so what our platform does, is it facilitates very rapid realignment of resources. So I can actually assign my resources with the speed and precision of a college marching band. I know we're all going this way right now. But our customers are demanding that we go another way. And we need to be able to execute those strategies very, very quickly. Communicate them out to the agents, make those offers available to them, to either go home early, or pick up additional hours. And inform their supervisors all in one seamless motion. And that's really what Community has done so beautifully. It speaks to the philosophy behind why we call the product community to begin with. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!