A major influence on customer satisfaction with a contact center is the knowledge level of the agent handling the call. Among the greatest challenges in a contact center is ensuring that customers are provided the right information in a timely fashion. To address this ongoing challenge, InterMedi@ Marketing Solutions devotes significant resources and robust technology to support the transfer of knowledge from clients to the agents serving and supporting customers. Having specialized in supporting complex products and services in such industries as Healthcare, Insurance, Pharmaceuticals, and Telecom, where training curriculum can require weeks of content delivery, InterMedi@ has developed a core competency in knowledge transfer, management and measurement.

Based on our cumulative years of experience educating thousands of agents, InterMedi@ has implemented a unified web-based Learning Management System (LMS) called 360 @cademy. 360 @cademy facilitates the development, dissemination, measurement and management of our employees' education to improve productivity, performance, and the customer experience.

InterMedi@'s LMS manages and tracks all aspects of each client's training program. LMS supports a multi-media learning environment including classroom education, e-learning, self study, and workbooks. Highly customized client education modules offer highly flexible course design and delivery with individual and group learning progress measured through pre- and post-tests, all with robust reporting. Content is easily and rapidly updated and serves as a repository of client education materials. The LMS coupled with an intelligent scripting platform and desktop content management has proven to reduce traditional classroom education, learning curves and improve caller satisfaction.