Case Study: a financial services company delivers 100,000 training hours and improves agent well-being with Intradiem and Thrive Global

a financial services company delivers 100,000 training hours with Intradiem

A major financial services company faced significant challenges managing the well-being and performance of its remote contact center agents, with burnout and high attrition undermining customer service quality. They turned to vendor Intradiem and its customer service automation technology, later partnering with Thrive Global to incorporate wellness breaks.

Intradiem implemented its real-time automation to integrate Thrive's wellness Resets directly into agent workflows, triggered by call-handling thresholds. This solution delivered 100,000 hours of training without impacting service levels, reduced the impact of stressful calls by 15%, and offered 87,000 wellness breaks. The partnership led to a 9% improvement in agents' ability to recover from difficult calls and 72% of agents reported feeling calmer at work.

Financial Services Company