City Cruises improves efficiency by 40%, enabling agents to improve CX faster

With a streamlined quality management process, City Cruises improved efficiency by 40% in just two weeks

improvement in operational efficiency in just 2 weeks

The Story

City Cruises by Hornblower is committed to providing exceptional travel experiences for adventurers across North America. Unfortunately, the quality management teams in charge of training agents for better customer service were bogged down by manual processes, using spreadsheets and manual cross-checking to track performance.

“Before artificial intelligence and this one-stop-shop for coaching, scoring & evaluating, our process was antique. We would listen to a call without being able to pinpoint specific moments on calls. Meeting our monthly goal of 2 calls per agent evaluated each month was tough.” —Dan Neufer, Training Manager, City Cruises by Hornblower


Verifiable, Specific Data. With Observe.AI, City Cruises is able to drill into specific customer interactions and pinpoint key points of interest on calls to understand the context of the calls.

Centralized & Streamlined Workflows. Instead of relying on spreadsheets, City Cruises now leverages Contact Center AI to listen to calls, score them, evaluate agents, and deliver feedback.

Improved Operational Efficiency. Within the first two weeks of using the Observe.AI platform, City Cruises saw a 40% increase in the number of evaluations that were conducted of agent performance.

City Cruises by Hornblower is the largest river and harbor cruising company in the US, offering domestic travel experiences throughout several cities across North America including Boston, San Francisco, Niagara Falls, and New York City.
To train its customer service teams and ensure quality, City Cruises was evaluating 2 calls per agent per month. City Cruises needed a way to operationalize some of the more tedious aspects of the quality process while improving its training programs.
With Contact Center AI, City Cruises Cruises boosted evaluation procedure efficiency by 40%, enabling faster feedback loops that enable faster new hire onboarding efforts.
Read More Stories
Turn every agent into your best brand representative.
Get Demo