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Guide for leadership on implementing Reddy: admin platform capabilities, change management tasks, and success metrics.

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Admin Platform Capabilities

Admins have exclusive access to configuration and management features. Assign admin roles to employees who will manage platform setup and ongoing operations.
CapabilityDescriptionGuide
Employee ManagementAdd, archive, and manage user accountsManaging Employees, Archive Users
Role & Product AssignmentAssign products, courses, and managers to usersAssigning Products & Managers
Course CreationBuild and publish training courses and simulationsCreating Courses
QA ConfigurationConfigure QA scorecards and grading criteriaQA Setup
Managers have read-only access to team data and can assign products/courses to their direct reports. Only admins can add users, configure QA, and create courses.

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Change Management

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Training Plans

Successful implementation requires training all employees on Reddy capabilities and benefits. Managers & Team Leads:
  • Platform capabilities for team oversight
  • How Reddy improves day-to-day operations (call review, coaching, performance tracking)
  • Training agents on Reddy features
Management training guide → Agents:
  • Live call assistance features
  • Training simulations
  • Performance feedback and improvement
Agent training guide → QA Teams:
  • Call review and analysis tools
  • QA scorecard configuration
  • AI grading and manual review workflows
Create and communicate training plans before go-live. Schedule sessions, set expectations, and provide support resources.

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Update Training Curriculum

Critical: Integrate Reddy simulations into existing training programs. New Hire Onboarding:
  • Add Reddy platform orientation
  • Include simulation-based training in onboarding curriculum
  • Replace or supplement role-play exercises with AI simulations
Ongoing Employee Training:
  • Build product training courses with simulations
  • Use simulations for skill reinforcement and compliance training
  • Assign targeted practice for performance improvement
Reddy simulations provide consistent, scalable training that doesn’t require trainer availability. Update curriculum to leverage this capability.

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Adoption Strategy

1

Communication Plan

Announce Reddy implementation to all employees:
  • Platform benefits (training, real-time support, performance visibility)
  • Timeline and expectations
  • Support resources available
  • Training schedules
2

Phased Rollout

Deploy Reddy in phases to manage adoption:
  1. Admins and managers first (platform configuration and familiarization)
  2. QA team (review workflows and scorecard validation)
  3. Pilot group of agents (identify issues and refine training)
  4. Full agent rollout
3

Support & Feedback

Establish feedback mechanisms:
  • Regular check-ins with managers and agents
  • Issue tracking and resolution
  • Training adjustments based on feedback
  • Success celebration and recognition

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ROI and Success Metrics

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Define Success Metrics

Align on metrics before implementation. Track progress against these benchmarks. Recommended Metrics:
CategoryMetricTarget
QualityAverage QA scoreBaseline + 10-15% improvement within 90 days
EfficiencyTraining time reduction30-40% reduction in new hire training time
PerformanceFirst call resolutionBaseline + 5-10% improvement within 60 days
CostQA review hours40-50% reduction in manual QA time
Establish baseline metrics before Reddy implementation. Track weekly for first 60 days, then monthly.

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Tracking Best Practices

Weekly Reviews (First 60 Days):
  • Platform adoption rates (simulation completion, live assist usage)
  • Quality score trends
  • Agent feedback and issues
  • Early wins and challenges
Monthly Reviews:
  • Performance against success metrics
  • ROI calculation updates
  • Training curriculum adjustments
  • Strategic planning for expanded usage
Quarterly Reviews:
  • Overall ROI assessment
  • Strategic capability expansion
  • Process optimization opportunities
  • Executive stakeholder updates
Use Reddy’s dashboard and reporting to track metrics. Export data for executive presentations and stakeholder updates.

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Common Challenges

Indicators:
  • Low simulation completion rates
  • Minimal live assist usage
  • Agent feedback showing confusion or resistance
Solutions:
  • Reinforce training with hands-on sessions
  • Address technical issues promptly
  • Communicate benefits and success stories
  • Manager engagement and accountability
Indicators:
  • Training teams still using old methods
  • Reddy simulations not assigned to new hires
  • Inconsistent training across teams
Solutions:
  • Executive mandate for curriculum updates
  • Work with trainers to build courses in Reddy
  • Set deadlines for curriculum transition
  • Track and report on progress
Indicators:
  • Low engagement from team leads
  • Concerns about job security or workload
  • Resistance to changing workflows
Solutions:
  • Address concerns directly in training sessions
  • Demonstrate how Reddy improves their work (not replaces it)
  • Provide additional support and resources
  • Highlight time savings and quality improvements

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Additional Resources

Management Training

Complete guide for training managers and team leads

Agent Training

Complete guide for training agents on Reddy

User Access Management

Configure roles, permissions, and access controls

Get Help

Contact support for implementation assistance