Intradiem

Case Studies

Read the Afni Case Study

Afni delivered 440 additional coaching sessions each month, giving coaches more time on quality development plans that drive performance and improve key metrics.
Read the full Afni story here



Read the Vivint Case Study

Vivint delivered 2,400 sessions to 400 agents – each agent receiving six sessions in five days – all during idle time.
Read the full Vivint story here



Read the The General Insurance Case Study

The General was able to find more time to create and deliver training to agents to improve their overall efficiency and performance.
Read the full The General Insurance story here



Read the Sprint Case Study

Sprint continues to improve customer experience and agent productivity, as well as critical measurements such as first call resolution and overall customer satisfaction.
Read the full Sprint story here



Read the Homeward Residential Case Study

Mortgage service provider, Homeward Residential, maintains superior service with knowledgeable agents. Learn how they respond to changes and maintain regulatory compliance without increasing labor costs.
Read the full Homeward Residential story here



Read the Slovak Telekom Case Study

The challenge for Slovak Telekom was shifting the organization to become more sales focused without sacrificing service levels.
Read the full Slovak Telekom story here



Read the Arvato Case Study

Arvato Digital Services differentiates itself through its world-class customer service. But finding high quality agents who could handle the demands of its global customer base was an ongoing challenge.
Read the full Arvato story here



Read the Virtual Training Systems Case Study

The right tools are critical in helping this non-profit organization prepare disabled or economically challenged individuals for at-home call center agent programs.
Read the full Virtual Training Systems story here



Read the Business Process Outsourcer Case Study

Learn how this global outsourcer drove improvements in both First Call Resolution and Average Handle Time.
Read the full Business Process Outsourcer story here



Read the Financial Services  Case Study

Call center agents in collections require a very specific skill set. To be effective, this skill set required ongoing training and reinforcement for this leading bank.
Read the full Financial Services story here



Read the Financial Services  Case Study

For this financial services leader, the challenge was shifting the mindset of customer service representatives to become more sales focused by up-selling and cross-selling across product lines without negatively impacting service levels and cost per call.
Read the full Financial Services story here



Read the Financial Services  Case Study

This company positively impacted customer loyalty by finding the time to train call center agents to address its two largest factors: Call Quality and First Call Resolution which impact call center cost per call.
Read the full Financial Services story here



Read the Healthcare Organization Case Study

This healthcare provider ensured that a combination of at-home, on-premise, and offshore outsourced agents didn’t undercut customer loyalty by ensuring quality across all agents.
Read the full Healthcare Organization story here



Read the Healthcare Organization Case Study

This company improved customer loyalty by improving overall call center agent call quality.
Read the full Healthcare Organization story here



Read the Global Outsourcing Leader Case Study

Learn how this global outsourcer improved key performance indicators and margins with increased time for development.
Read the full Global Outsourcing Leader story here



Read the Telecom Case Study

It was critical for this wireless telecom company to improve agents’ debt collecting skills while maintaining the balance between collecting and professional, courteous customer service.
Read the full Telecom story here