Social & Informal Learning

Complete Social and Informal Learning during Active Wait Time

The future of learning is in social learning. Empower agents to utilize this powerful medium without sacrificing productivity. Call centers are perfect candidates for social learning, because time between customer interactions can be utilized without negatively impacting service.

According to a recent Intradiem survey, 2% of shrinkage is contributed to social and informal learning activities, which includes knowledge base review, reading blogs or participating in online forums to gain more knowledge. By assigning these tasks to the agent’s Activity Queue these activities are completed during Active Wait time instead.

Intradiem integrates with any third-party application used by the contact center.  Utilize your internal intranet, your Knowledge Base system, or any Social CRM application to engage agents in social learning. Intradiem creates Active Wait time and prompts the agent to learn more, while monitoring call volume and service levels to make sure the contact center remains in compliance.

Our productivity platform is designed to improve call center performance by dynamically delivering access to social learning tools, on the fly.

Call centers utilize Intradiem to optimize operational efficiencies while ensuring call center agents continues to receive information by turning idle time into Active Wait time.