"Advancing our training program to include Knowlagent was a big step in the right direction for UPC Ireland and it brought us a wide range of improvements, namely Knowlagent optimized and increased our training time significantly, improved our internal communication and reduced our overall costs to serve, specifically by spreading out our training over extended periods of time and utilizing agent available time within our contact centre with the on-demand availability of its e-learning content.

Knowlagent allowed for our expert knowledge to be communicated more effectively but more importantly we were able to capture real-time proof of comprehension and act on it to ensure that we eliminate any agent anxiety that business change may cause within a front line team. The application's interactivity really engages our agents, provides for self-pacing while pushing them forward to learn more and improve their performance. The 'tip of the day', 'questions of the day' are great reminders to promote and re-enforce previous learning and company business rules that so often have to be a memory recall.

Our operations team recognizes that Knowlagent is the most effective method of communication we have for incremental business change, improvements and updates.

All in all, Knowlagent is much more than an e-learning tool, it helps to drive our business forward, it is a big hit with our agents and it has improved the quality of our customer interaction and that's what matters to me."

Stephen Ruschitzko
Head of Customer Operations
UPC Ireland