Professional Training & Coaching Company scales performance management with Contact Center AI
公司规模
1,000+
地区
- America
国家
- United States
产品
- Contact Center AI
- Observe.AI
技术栈
- AI-powered QA evaluation forms
- Automated transcription and analysis
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 预测分析
- 分析与建模 - 实时分析
适用行业
- 教育
适用功能
- 人力资源
- 销售与市场营销
服务
- 培训
关于客户
The customer is one of the largest coaching and training companies in North America. They provide a unique and highly effective lead generation system for real estate agents, along with comprehensive business coaching and training programs. To date, the company has helped more than 3 million people in 37 countries improve their business, increase their net profit, and enhance their quality of life.
挑战
The company, one of the largest coaching and training companies in North America, lacked a quality assurance process. There was no way to ensure that guidelines were being followed, supervisors were unaware of which associates needed help with their scripts, and top performers weren't being monitored, making it difficult to extract best practices to share with the rest of the team.
解决方案
The company implemented Contact Center AI from Observe.AI to streamline processes and implement data-backed scorecards that improved employee onboarding and supercharged performance & coaching programs. The AI-powered QA evaluation forms allowed the company to provide feedback to client care representatives in a faster, smarter, data-driven way. The company was able to increase its monthly call evaluation count from 55 calls in April to 205 call evaluations completed in July, increasing their monthly output by 73%. The company plans to extend the use of the Observe.AI platform to go beyond client care into sales and beyond.
运营影响
数量效益
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