Case Study: ResultsCX cuts training time and improves agent retention with iorad

ResultsCX cuts training content creation time by more than half with iorad

ResultsCX, a global customer experience provider, faced a significant challenge in training its remote contact center agents on complex client systems. Their previous training method relied on slow, manual, and difficult-to-scale processes involving static PowerPoint decks and screenshot-based walkthroughs. This led to high agent attrition and a lengthy content creation process, prompting them to seek a solution from the vendor iorad.

By implementing iorad's interactive tutorial builder, ResultsCX transformed its training. The solution automatically generated step-by-step workflow simulations, allowing agents to practice in a simulated environment. This cut training content creation time by more than half and reduced early agent attrition from roughly 30% to under 10% in a controlled pilot. iorad enabled ResultsCX to build a reusable library of over 400 simulations, leading to faster onboarding and more confident agents.

ResultsCX