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CASE STUDY
Real-time Workforce Puts on a Winning Show
Harte Hanks focuses on cost-effectiveness and meeting high
service level commitments. The marketing services enterprise
knew that optimizing contact center utilization was key to its
profitability and, from a workforce perspective, that there was
availability which needed to be leveraged. The challenge was how
to deliver training and communications updates to fully engage
agents without incurring extra costs or harming service levels.
THE OPPORTUNITY
Harte Hanks chose Intraday Automation to continually monitor
ACD and WFM systems and push training to agents during
available time when customer experience will not be impacted,
then automatically pause activities when volumes increase
or service levels dip. This provided greater contact center
profitability via reduced training costs, the elimination of many
manual processes, and the ability to reallocate resources.
By automating intraday activities such
as agent training and communications,
Intradiem takes advantage of available
time to help Harte Hanks maximize
service levels and keep clients – and
their customers – satisfied.
The value of Intraday Automation became clear when a large
entertainment client tasked Harte Hanks with support for a highprofile event, which required 7,000 agents prepared to handle
the potential needs of 2 million subscribers, at a predicted rate of
240,000 calls per hour, in a very short time frame. With Intraday
Automation, two days of training was delivered within a one-week
period, without adding new staff or diminishing service levels, and
workforce adjustments were made real-time even as the event
was taking place.
As a result, customer performance expectations were exceeded
more than four times over. In addition, Harte Hanks’ occupancy
rate has increased significantly, attrition numbers have declined
because of enhanced agent engagement, and contact center
operations are both more efficient and more profitable.
Client initiative created immediate
demand for cross-skilled staff able to
deliver fast, consistent service across
multiple channels.
THE SOLUTION
THE RESULTS
• Ramped up training to 7,000 agents
to manage simultaneous response
to global events
• Exceeded customer performance
expectations (SLA) by 430%
• Increase occupancy by 8%
• Reduced forecasted average handle
time (AHT) by 20%
• Reduced forecasted average wait
time by 10%
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