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According to a recent Intradiem survey, 9% of shrinkage is contributed to training activities. By placing outstanding training needs into the agent’s Activity Queue training is completed during Active Wait time instead.
Intradiem integrates with any third-party application used by the contact center for training. Utilize your own Learning Management System (LMS) to push out targeted courses to individual agents or to a group of agents. Our intraday management technology creates Active Wait time and prompts the agent to begin their training sessions, while monitoring call volume and service levels to make sure the contact center remains in compliance. Intradiem's productivity platform is designed to improve call center performance by dynamically delivering training activities to call center agents, on the fly.
Call centers utilize Intradiem to optimize operational efficiencies while continually improving skills, knowledge and agent performance during time the agent would otherwise be sitting idle, creating Active Wait time.
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"We have product releases every 6-8 weeks. This rapid release cycle requires intense ongoing training for agents to be up-to-speed. Before I started using Intradiem, trying to keep up with the training was a daily headache for me. Now I let Intradiem handle the intraday schedule modifications." - Workforce Manager, Technology Vendor |
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"As part of a corporate customer loyalty initiative, FCR was the metric we focused on in the call center. I was skeptical that RightTime could find any time with our occupancy rates, but I knew I had to try something to improve. Now we’re able to get agents through four times as much training as we were able to when we were scheduling it in advance." - Director of Operations, Insurance Company |
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“With a large new-hire class, I used Intradiem to send training courses and alert agents to meet with their training manager. Even though new hires can start taking calls, 4 more weeks of training is required. This is an efficient way for agents to complete the training while they’re still getting their feet wet. It’s also great reinforcement.” - Training Manager, BPO |
