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Multinational edtech company uncovers and rapidly improves DSAT drivers

With insights, augmented workflows and data-driven coaching programs, company boosts transparency, improves accountability, and helps agents deliver better customer service.

THE RESULTS
12.96%
improvement on Dead Air
7.29%
reduction in Hold Time Violation, resulting in more efficient customer service delivery
17.92%
improvement on AHT with an integrated approach to Quality Management using Observe.AI and complementary IVR tools

The Story

A customer’s journey with customer service starts with the agent. But what happens when there are inefficient processes and no actionable insights on how they’re performing?

For a leading education and publishing company with eight contact center teams distributed across four different countries, a lack of visibility into how agents were interacting with customers was contributing to DSAT scores. The company needed a way to uncover these inefficiencies and improve performance with customer interaction insights that were data-driven, and most of all, actionable.

Solution

✅ Interpretation and action at scale

Sentiment analysis allows the company to analyze customer and agent interactions on a deeper level by automatically detecting negative or neutral interactions on calls.

✅ Better evaluations

In just 30 days, the company increased the number of agent evaluations completed each month by more than 200% to nearly 1,000. 

✅ Smart, targeted coaching

With Agent Performance Analytics, the company’s contact center teams identify outliers in performance, surface opportunities to celebrate great performance, and correct or clarify based on real data. 


OVERVIEW
A multinational education and publishing company provides online courses, eTexts, textbooks, learning platforms, rental books and much more to its thousands of customers worldwide.
CHALLENGES
Reviewing less than 1% of customer interactions, the company needed a way to reduce average handle time, increase efficiency, and improve how its contact center agents were performing remotely in response to a rising number of customer requests.
SOLUTION
With Contact Center AI, the company analyzes 100% of interactions, using insights to augment workflows and execute data-driven coaching programs that boost transparency, improve accountability, and help agents deliver better customer service.
FOUNDED
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HQ
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