Intradiem Secures Frost & Sullivan's 2024 Innovation Award For Combatting Agent Burnout

In a significant development within the agent experience (AX) industry, Intradiem has been awarded the 2024 Global New Product Innovation Award by Frost & Sullivan. This accolade comes in recognition of Intradiem's AI-powered Burnout and Attrition Indicator, a solution that boasts an impressive 80% accuracy in predicting staff turnover. The award highlights Intradiem's commitment to enhancing productivity and engagement within customer experience (CX) teams through intelligent automation solutions.

Launched on March 18, 2024, in San Antonio, the Burnout and Attrition Indicator is designed to prioritize the welfare of contact center agents. By leveraging real-time data analytics and machine learning (ML), this solution identifies different levels of burnout risk among agents. Supervisors can then take swift preventive measures, such as awarding surprise breaks or offering ad hoc coaching sessions, to mitigate burnout and significantly reduce staff turnover.

Alexander Michael, Vice President at Frost & Sullivan, praised the solution for its ability to execute remedial actions directly through the Intradiem platform. This not only minimizes supervisor workload but also avoids negative feedback loops that could exacerbate agent anxiety. Intradiem's approach ensures interventions are both subtle and effective, fostering a positive and supportive work environment.

Intradiem's new ML team developed this technology with a deep understanding of the nuanced pain points faced by contact center agents. The close collaboration between customers, developers, and top management has fostered an environment of co-development and innovation. This has enabled Intradiem to finely tune its solutions to market needs and gain a better understanding of the factors contributing to agent turnover.

"Intradiem is solving a significantly expensive problem, and the cost of the solution is almost irrelevant compared to the high financial, operational, and social benefits it delivers," noted Michael. The Frost & Sullivan Best Practices Awards recognize companies for outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development.

Frost & Sullivan has been renowned for six decades for its role in helping investors, corporate leaders, and governments navigate economic changes and identify disruptive technologies. Intradiem stands out as a leader in the AX industry by integrating a wider array of data streams and insights into its Burnout and Attrition Indicator.

Intradiem believes that the best technology supports humans. As the only people-first customer service solution with a real impact on people, customers, and brands, Intradiem uncovers untapped capacity in contact centers. This capacity is then utilized where it has the most impact: training, coaching, wellness breaks, automatic schedule updates, and call handling support. With hard dollar savings that more than pay for itself, Intradiem redefines contact center automation for humans.