Improves First Call Resolution (FCR) By 4.5% By Addressing Poor Performance Outliers With Targeted Training
The WFM Team at this Telecom leader became a strategic partner in helping the business identify and isolate training for these outliers.
What if you could customize your training to address specific needs of certain agents?
How do you currently identify and target training for poor performers on a specific goal?
How proactive are you in delivering training to unique users or groups?
Can you quickly and effectively follow up to see if the training was helpful?
Today, using Intradiem real-time automation, agents not meeting specific goals, like FCR, are assigned and delivered highly targeted training content. All without WFM needing to lift a finger. Customers are much happier when their issues are solved in one call.
Automation Outcomes:
Agents receive assignments that directly address their weakest skills
WFM doesn’t need to manually schedule off-phone training
The solution monitors real-time conditions 24/7 and delivers the content when the time is right and best for the business
