Category: elearning for outsourcing and offshoring
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Outsourcing IT Service Desk Provider Lifts FCR and Reduces Reopens With 24/7 Learning Assistants and the Cluelabs xAPI LRS
An IT Service Desk & Managed Services provider in the outsourcing and offshoring industry implemented 24/7 Learning Assistants, paired with the Cluelabs xAPI Learning Record Store, to deliver guidance in the flow of work and unify learning and ticket data. The program enabled precise tracking of first-contact resolution and reopen trends and produced measurable improvements:… Read full article
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Healthcare RCM & Back Office Outsourcing Provider Cuts Pend Cycles With Auto-Generated Quizzes and Exams
This case study examines an outsourcing and offshoring provider in Healthcare RCM & Back Office that reduced pend cycles and improved first-pass accuracy by implementing Auto-Generated Quizzes and Exams. Paired with AI-Generated Performance Support & On-the-Job Aids, role-based micro-quizzes anchored in current payer policies and SOPs, along with point-of-work checklists and pre-submit readiness checks, strengthened… Read full article
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Automated Grading and Evaluation Helps a Global Capability Center Achieve Smooth Process Transitions With Living Playbooks
In the outsourcing and offshoring industry, a Global Capability Center implemented Automated Grading and Evaluation—paired with the Cluelabs xAPI Learning Record Store—to turn static SOPs into living playbooks and run smooth process transitions. Scenario-based assessments, instant scoring, and xAPI dashboards gated go-live readiness, accelerating ramp-up and reducing errors across process towers. This case study outlines… Read full article
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