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