Case Study: hospitality group delivers 46,500 agent trainings with Intradiem

Hospitality Group delivers 46,500 training sessions with Intradiem

A global hospitality group with over 5,000 hotels faced challenges in training and engaging its large hybrid and remote contact center workforce. Inefficient manual processes led to frequently canceled training sessions, high payroll costs, and lost productivity during idle time. The company partnered with Intradiem and its customer service automation to address these issues.

Intradiem’s solution integrated with the company's systems to automatically deliver training and communications directly to agents during idle moments. This approach resulted in the delivery of 46,500 dynamic training sessions, a 2% reduction in shrinkage, and an 11-second reduction in after-call work. Intradiem enabled the company to enhance agent efficiency and engagement while significantly reducing costs.